02-09-2016 11:56 - edited 20-02-2017 10:48
02-09-2016 11:56 - edited 20-02-2017 10:48
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:
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, 31st 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.
on 05-01-2017 10:34
on 05-01-2017 11:18
on 05-01-2017 11:18
on 06-01-2017 09:58
on 06-01-2017 09:58
@Toby wrote:Hi @Glassbeard,
Quick update, we are chasing this up for you now. I'll PM you when I have any news. However, if you're contacted before then, let me know please if you can.
Looks like that finally did the trick @Toby phone was collected last night. The final piece of the puzzle is working out why the agreed gesture of goodwill credit on my account hasn't appeared, but I'll chese CS on that.
Thanks for your work on this
on 06-01-2017 10:59
on 06-01-2017 10:59
Finally! Good luck chasing the credit
on 06-01-2017 11:26
on 06-01-2017 11:26
Good to hear @Glassbeard, and sorry for long it has taken. Contacting CS today about that is the best idea
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on 30-01-2017 17:40
on 30-01-2017 17:40
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, 31st 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 0333 234 1457. 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 0333 234 1457.
on 30-01-2017 21:01
on 30-01-2017 21:08
on 30-01-2017 21:08
@viridis wrote:
The irony is, you'll need 50% battery to install it....
Yeah, be a shame to brick it if the battery runs out half way through
on 01-02-2017 16:04
on 01-02-2017 16:04
So having had no luck with trying to arrange a pick up by UK Mail I have now been into my local depot who cannot take the handset without it all being arranged first. I have left another message at teh end of last week on the UK Mail answer phone asking them to give me a call back to sort something out. It is very difficult for me to arrange a collection as I might be called that morning to go off somewhere for work. O2 people can you not put some presure onto UK Mail to have the number go through to a person and not just an answer service or to follow up the calls that are left with them I have one missed call for an 07764 which may of been UK Mail but they didnt leave a message.
on 01-02-2017 16:11
on 01-02-2017 16:11
Hi @Anonymous,
Please PM me with the last message you had from them and we'll see if we can chase it up.
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