Reported Lost o2 phone with £100 debt, paid & upgraded but new phone/sim barred.

[Cait116]

Hi All

Has anyone had problems with getting bars removed from mobile?  

 

I lost my phone about a month ago and reported it to 02 and asked them to lock it or put a bar on it or whatever else they do to prevent someone else using it if found.

 

There was about £100 owing on the device and I was able to pay this off and upgrade to a new phone.  This was over 2 weeks ago.

 

They sent me a new phone and sim but I have been unable to use the phone. 

I used both webchat and o2 stores to try and get them to fix it

- they said they had taken the bars off and it should work within 24 hours. 

It's still not working!

 

This is so frustrating as they have taken the first month's payment towards the device plus charged me for air time.

 

Has anyone had anything similar happen? 

I am at a loss now, they say the bars have been taken off but my phone still isn't working. 

What is the next step? 

They don't reply to messages or emails!

Thanks in advance

 

[BlueNoseBear1987]

 

Hello.

 

Have you tried phoning them?  Number is 0800 977 7337.  Free on Landline and Skype.  If you feel your not getting anywhere make a complaint.

Edited November 9, 2022 by dx100uk
unnecessary previous post quote removed

[Cait116]

Yeah I tried that and so did the 02 salesperson at one of their stores. I think a complaint is the way to go. Thx for reply

[dx100uk]

probably wont let you use their servs without settling the outstanding £100?

[Cait116]

I don’t owe £100 I paid it off and upgraded to a new phone 

[dx100uk]

Sorry read it wrong 

 

Dx

[BlueNoseBear1987]

Any updates if you got this sorted?

[fkofilee]

What type of bar is it? 

SIM Card bar? or is it a blacklisted IMEI? 

Have they confirmed? 

 

You should be able to add a sim to the device if unlocked and see if itll connect to another NetOp

[Cait116]

All sorted.

 

Apparently the bar was on the actual account not the SIM. It was put there when my previous phone was reported lost and was automatically transferred over when I bought the new phone.

 

Basic stuff tbh, no idea why it took them a month to figure it out .

 

it’s up and running now

[dx100uk]

yes that was my thoughts too account blocked not the phone/sim

[Cait116]

Why on earth did it take almost a month of faffing around to get it sorted though