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.

[Anonymous]

@Lidenbrock You got your cover refunded??? Well done !  And here we go again .  I was told that 'of cooourse' I would get my cover  refunded when I first called the dedicated number to get the details about how to return the phone etc.  and made another 3 calls after that to see if the story stays consistent - lo and behold, the last conversation I had, the advisor told me a completely different story - that insurance refund is not included and 'cannot be done'.  The advisor was adamant!   

Seeing as how almost a month after the return was booked in (but only 2 weeks, far from the promised 48hrs, after someone bothered to contact me for a pick up after I kicked up a stink!) and there is still no sign of my money.  But amazing how the bills are coming out on time and O2 are collecting their money on time, no?  I swapped over to a SIM only that thankfully only lasts 12 months but I am currently looking at where alse to take my custom.

@Toby ? 3 months on and the Note7 is still a thing?  I have sent you a PM regarding my situation.  Please respond as soon as possible.

[Lidenbrock]

Hi - sorry to disappoint wrong type of cover. I was talking about a protective plastic cover to put on my phone. Ordered at the same time as the phone. I did also take out insurance. wasn't looking for that back as I was using my phone (only one I had) and therefiore needed to insure it - incase stolen etc.

[Anonymous]

@Lidenbrock Aaah.  Oh well.  You lucked out on an advisor then.  I was told different stories by some whether regarding the insurance, whether I keep the accessories etc. One guy even said to me that I have to buy a box to give the device to UK Mail since I don't have the original box.  Bull.  I'm still gearing up for another fight with them to get my money back - they haven't refunded me a penny and it's been waaaaay over 10 working days.  This should have been sorted ages ago - pick-ups and refunds.

[Toby]

Hi @Paul112,

Please send me a PM where I will ask for some details so that we can sort this out.

@Anonymous, I've answered your PM. Please reply when you can.

[Anonymous]

I have been waiting a bit over 6 weeks now no call about picking up my note 7 but have had plenty to see if I want to get an upgrade.

[Toby]

Hi @Anonymous,

Please feel free to PM me and we can have a chat about this.

[Anonymous]

Just spoke to the dedicated line (again) and I was told this time to basically sit and wait, they have no time scale of when my device will be colllected and it wasn't her problem.

Not happy! 😞

[jonsie]

Well with respect it is O2's problem and as a representative of O2 then yes, her problem too.

[Cleoriff]

I thought it was all sorted. Hard to believe that some people still haven't had their phones collected...

[MI5]

Not when O2 are "sorting" it !