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.

[Toby]

Hi @Anonymous,

If its been 10 working days, please call us again and ask about it. If you do this and are still needing help, send me a PM :).

[jonsie]

I wonder if o2 will pass on the interest they have earned by hanging on to customers ' money......

[Toby]

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@viridis wrote:
Mandatory software update?
Is it forced or will the disabling of updater service still work?

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In official terms @viridis, its a mandatory update yes.

[jonsie]

More here : http://www.bbc.com/news/technology-38262909

https://www.theguardian.com/technology/2016/dec/09/galaxy-note-7-samsung-software-update

"The software update, which Samsung confirmed would be released in mid-December in the US, will prevent the phones from charging and functioning as mobile phones, essentially turning them into useless mementos from a disastrous product launch. “Customer safety remains our highest priority,” said the company in a statement."

[Anonymous]

Just pay a visit to the xda forums for the note 7 and there are lots of guides on how to prevent the updates from being applied.

[Glassbeard]

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@Toby wrote:

For customers who we've been unable to get in touch with, and who have not yet arranged collection, UKMail should have delivered a note with details on how to arrange collection. If you have already arranged your collection, we hope these will be collected soon. If you have not already, please call our dedicated number (0333 234 1457) in order to get your device picked up by UK Mail. If you have called us but have not heard from UK Mail, let me know via PM.

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All the card did was give a phone number and arrange collection.  It should be UKMail or o2 contacting us to arrange for the collection, especially after so many of us have been repeatedly messed around.  I'd understand if they have tried multiple times to contact individuals, but both o2 and UKmail have failed completely to initiate contact with the majority of note owners I have spoken to.

As people have mentioned, during this whole farce, even going back to the replacement phones back at the tail end of summer O2 have not made the effort to get in touch with customers and the onus has been entirely on the customers to spend their time and effort in chasing O2 (and now UKMail)

I'm still awaiting a followup call to explain why UKmail didn't turn up nearly a month ago when I took a day off work and sat in my flat for the entire day.......

[viridis]

Dude's got a point ^^

[Anonymous]

Can I just ask are you guys getting at least a call back when you leave a message with UK Mail as I left a message to try and get a pick up on the last day I was off work and had no contact from them.

[Cleoriff]

Just speaking generally @Anonymous I would imagine there are limited call staff available over the holiday period. Let's hope they are all back to full 'strength' on January 3rd...

[Anonymous]

This was the week starting the 12th so they shouldnt of been on limited staff I understand this week would be difficult as we have a call centre in the building where I work and that is on limited staff right now.