Samsung Galaxy Note7 - Update from O2

[Chris_K]

27th February 2017 Update

Hi Everyone. This week we will be posting letters out to any customers who have not yet made arrangements with us to return their Samsung Note7 devices. If for any reason you misplace or do not receive it for whatever reason, here's a copy:

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We’ll soon block the Note7 from our network. It’s important that you get in touch today and we’ll get you back on track with a new device.

We’ll make switching to a different device simple, and give you £100 off the upfront cost. Or, if you prefer, we’ll cancel your Airtime Plan. Either way, we’ll cancel and refund your Device Plan.

Is your Samsung Note7 insured with us? We’ll also cancel your policy and refund your premium.

Simply back up your Note7, turn it off and call our hotline 0344 809 0202 or 202 free from an O2 mobile. Need a hand backing it up? Chat to an O2 Guru online.

For more details, visit http://o2.uk/Note7Update.

If you’ve already called us, please ignore this letter.

30th January 2017 Update

Hello everyone,

Samsung have notified us of their plans to release a new mandatory software update that will limit Note 7 devices to a 0% charge, effectively eliminating its ability to function as a mobile device. This software update is expected to be pushed out tomorrow, 31^st January, so if you are still using this device (which we don't recommend for your safety) please take any necessary steps to back up any important data while you can.

Why are you doing this?
To be transparent and clear, this is Samsung’s decision and is European-wide. This is a further step in Samsung looking to retrieve as many devices as possible so as to ensure customer safety.

I'm still using my Note 7 - what now?
Once your device downloads the mandatory update it will cease to charge. We understand the inconvenience this may cause and we want to make transitioning to another device as easy as possible. If you are affected by this, please contact us as soon as is convenient on 0344 809 0202. We will also be in touch in the coming days by email and letter with more details, including how to change to another device and return your Note 7 to us if not yet done so.

I've already returned my Note 7 - what does this mean to me?
If you've already returned your Note 7 to us, there's nothing further you need to do. If you're in this position, we anticipate you'll already have switched to an alternative device. If this isn’t the case though, we’d recommend you speak to us as soon as you’re able to on 0344 809 0202.

[jonsie]

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@Anonymous wrote:

Uhmmmm am i the only one still waiting to have the phone picked up?!

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I can't believe this is still an ongoing thing. O2 you really need to sort this out..

[MI5]

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@Anonymous wrote:

Uhmmmm am i the only one still waiting to have the phone picked up?!

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You really shouldn't be......

[Glory1]

This has now become a joke but not a very funny one. I hope to God Ams123 you are the only one and that o2 pull their finger and sort you out asap.

Really this is ridiculous.

[Toby]

Hi @Anonymous,

Sorry to hear about this! I shall talk to the team now about speeding this up.

[Paul112]

Still waiting here too

[Toby]

Hi @Paul112,

How long ago did you call our dedicated number? If you have done so, please PM me and I'll see what we can do.

[Anonymous]

If i dont hear back from anyone by Friday I'll take the phone into O2 and refuse to leave until they take it. It's beyond ridiculous now!

[Glory1]

Good for you. Good luck.

[jonsie]

Presumably people still waiting for a pickup are still waiing for a refund? Hope @Toby or @Chris_K can sort this out asap.

[Paul112]

I called the dedicated line on the 13th of October was told UKMail would be there on the 14th to collect it, I've called a canny few times since and I'm told the same thing every time that UKMail will contact me to arrange collection, over 1 month later nothing.