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Samsung Galaxy Note7 - Update from O2

Chris_K
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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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Cleoriff
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@MI5 wrote:
O2 should really be offering some additional help to people in your situation.

They should do. As someone said earlier EE are offering replacement phones till the issues with the Note 7 are fixed ....No idea why O2 doesn't run with this idea if honest...

Veritas Numquam Perit

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MI5
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I'm sure there are hundreds of recycled devices they could data wipe and send out.
Samsung will be paying for any losses incurred by networks anyway, so it won't cost o2 anything.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Anonymous
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Also just for the record my phone has never gotten hot whilst charging. I've disabled quick charging and only use the samsung cable.

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MI5
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@Anonymous wrote:

I've disabled quick charging and only use the samsung cable.


Unfortunately, at the moment, we don't know if that is enough to remove the risk.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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Anonymous
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Ok so im not sure how to upload a screenshot in here but if you look at the o2 shop the note 7 no longer says "out of stock", it now says "up to 2 weeks"
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MI5
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They must of had some info from Samsung and hopefully not just guessing!
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
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jonsie
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I hope it is only two weeks. You might try calling customer service to see if they can verify that. Maybe @Chris_K or @Toby can confirm?

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Glory1
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Oh I do hope your right and like MI5 says not just guessing. Looking at recent news from Samsung on BBC red button they say 2 months for Samsung to resupply UK with new phones. Lije I've said I hope it's sooner than 2 months (a lot sooner!). But how long it takes is a case of whether Samsung know what the exact problem is and which of the Note7s are affected. Also how quickly they can solve the problem.
Lover of all things Samsung. Currently using Samsung Galaxy S10 Plus 128gb


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MI5
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That's my concern too - Samsung are still saying 2 months at least!
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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MI5
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Anyway, I've just looked at the shop pages and the Note7 is showing at all for me.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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