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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.
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@Toby@Martin-O2is there anything that can be done about this? @Anonymous is still waiting for their Note 7 to be picked up by O2, months after the recall. This beggars belief really..
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Thanks for the mention @Cleoriff @Anonymous I'll send you a private message so we can find out whats going on and get your handset collected.
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Thanks @Anonymous I've replied so get back to me when you have a minute.
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Beggars belief!! Did you ever actually get the iPhone 7 @Anonymous? Anyway dropping a PM to @Martin-O2 our community manager should get this sorted for you.....
More info
Hopefully!
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@Anonymous wrote:@Cleoriff i did get the Iphone 7 through after I rang up ranting and raving, they said they would send out the Iphone 7 and then arrange pick up for the Note 7... it's funny that they think they have the Note 7, I might take pictures with the Note 7 in different places and send it to them to prove I still have it! Haha
Good idea @Anonymous I bit like Note 7 Pokemon....
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