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Original poster

To think I am being stolen from? And what can I do? I am desperate

65 replies

PollyPicksMe · 09/08/2024 17:57

Over a week ago now, my phone was stolen. It’s insured so I got a replacement phone the next day. Along with a new SIM that has my usual number on from my provider

After a few days, it became clear the SIM wasn’t activating. O2 shop looked into it for me, and I was told it needed to be manually activated by their ‘back team’. So I had to phone customer services, again

I have been told repeatedly by customer services that it’s being past to the back team, and I’ll be activated within 24 hours.

They have told me this for 8 days now :(

On day 5 I think it was, I escalated it and complained to their CEO as suggested on here. I copied in their complaints department email. No reply. So I followed it up, still no reply.

I phone customer services and they tell me the same thing every time - We understand your frustration but it’s being sorted now and you’ll be up and running by tomorrow. But tomorrow never comes.

I am locked out of emails. Online banking. Various, multiple medical teams involved with my DC cannot contact me. There’s too many teams and departments to update them on my temporary phone number, being borrowed to me by a friend

I can’t access my Apple ID. Can’t verify who I am without my number.

I can’t access any banking accounts. They all want text verification. I recently had my Passport renewed and it isn’t here yet. So I don’t have that to prove who I am if I go into Branch to sort it out that way. The nearest branch is also an hour away.

I am so fed up. Their social media team are awful. I have messaged again today to explain and see if they can help. They replied with ‘We can see we have already looked into this for you. We will reply when we have an update’.

I would bet you £1million I would never get a bloody update!

I can’t even escalate this to the Communications Ombudsman - It has to be 8 WEEKS before they are allowed to get involved

I feel as if I am being robbed - Paying for a device and service I can’t use, and a kick in the teeth of being lied to and ignored over and over

What else can I do? How can I do any more?

OP posts:
HayNo · 09/08/2024 23:11

Oh OP, I knew it was about O2 before I even got to that part in your post

was it [email protected] you used to contact them? I’ve heard some have success with this email recently. I’ve made some movement with my own complaints with their Twitter/X team, but the most help I got was via the o2 app chat - with a lot of patience.

Unfortunately the standard email complaint route won’t work and no one will ever respond. The majority of O2 cases go to the Ombudsman.

Messen · 09/08/2024 22:39

I completely hear you about the difficulty of getting anything sorted or actioned without a mobile number: I don’t think people realize how massively dependent we are on our phones for 2FA and how difficult it is to get a new number associated with your main accounts.

But yeah. I reckon a sit in in an O2 store might so it if nothing else does. Failing that a new sim with some serious assertiveness around regulations on transferring numbers hang on I will dig the rules out

Backtoanoldname · 09/08/2024 21:36

Abigaillovesholidays · 09/08/2024 19:46

I had SO many problems with O2.
I phoned and phoned, I kept getting told different things. It was a huge drain on time and energy!
In the end, I went to the O2 shop and sat there til it got sorted! They were keen to help (get rid of me) as I was sat with a loud baby taking up one of their help stations!

This. Go in mid morning on a busy day and let it be known that you won't be leaving until it's been sorted.

Take sandwiches, talk to other customers about your problems.

All the best.

Original poster
PollyPicksMe · 09/08/2024 20:37

TransformerZ · 09/08/2024 20:27

When you're sorted - minimum write down your main email account password - then hide it somewhere in the house - if you have your main email then everything else is manageable.
Change to EE. This is awful service. Do they know a child's hospital appointments are being put in jeopardy?

Thank you, but I have my main email. I know the login details to everything but it won’t allow me in without text verification

OP posts:
MattDamon · 09/08/2024 20:36

OP, I wouldn't just threaten to contact consumer champion columnists, I'd actually do it. Kate Morley from the Telegraph is like a terrier with a bone when she gets into it. Mark it urgent.

Has a company treated you unfairly? | How to contact our consumer champion

Get in touch with Katie Morley, who is here to help. Whether you've been ripped off by your insurer, fallen for a scam or bought faulty goods, no problem is too big or small to send her way.
Email her at: [email protected] and please include the following:
Name:
Address:
Telephone number:
Describe what would you like me to investigate in as much detail as you can:
Please provide permission to discuss your case with all relevant organisations:
Documents – please list what supporting documents you have attached relating to your case.

She's also on X: @katiemorley_

Original poster
PollyPicksMe · 09/08/2024 20:36

Edenmum2 · 09/08/2024 20:25

I agree you should go back into the o2 shop and start raising high hell. There will be something they can do if they are motivated to make the effort. I don't see what other option you have right now.

The O2 shop were helpful but they can’t do anything, they say, because it’s the back office team (who are only requested via Customer Service over the phone) they can’t help

It needs manually activating and that has to be done with them

I have also been told that the ‘back office’ who are essentially I suppose like IT people, don’t speak directly to customers and just get instructed by customer services

OP posts:
TomeTome · 09/08/2024 20:35

For the health side I’d go to your GPs receptionist and see if they can access your nhs account and change the settings so you can access appointments or alternatively read it to you.

impressivelycunty · 09/08/2024 20:31

If this hasn't already been suggested call and when prompted ask for "retentions" - this has always worked for me when trying to speak to a human who has the power to resolve things!

TransformerZ · 09/08/2024 20:27

When you're sorted - minimum write down your main email account password - then hide it somewhere in the house - if you have your main email then everything else is manageable.
Change to EE. This is awful service. Do they know a child's hospital appointments are being put in jeopardy?

Edenmum2 · 09/08/2024 20:25

I agree you should go back into the o2 shop and start raising high hell. There will be something they can do if they are motivated to make the effort. I don't see what other option you have right now.

mindutopia · 09/08/2024 20:04

I had this issue (with EE) when I got a new phone. It wasn’t stolen, just an upgrade. I went into the store and handed to a person and they fixed it in about 15 minutes.

Messen · 09/08/2024 20:01

Actually porting your number to a new provider may be the best option.

O2 seem to have long-standing connection problems. Check out some of the less favourable recent reviews on eg MobilePhonesDirect, mobiles.co.uk etc.

and whatever you do do not be patient! Balls to that. It’s the most direct and vocal that get action. So much time wasted by us being nice!

VJBR · 09/08/2024 20:00

Dibbydoos · 09/08/2024 19:40

Sometimes patience is a virtue. My sons iphone 14 locked and he had to wait 30 days for it to reset.

Take a deep breath.

Call your bank or visit and make sure your account is safe.

Use a computer to change passwords etc on all your accounts inc social media.

It shouldn’t have to be though. Not in this day and age when you rely on your phones so much.

Abigaillovesholidays · 09/08/2024 19:46

I had SO many problems with O2.
I phoned and phoned, I kept getting told different things. It was a huge drain on time and energy!
In the end, I went to the O2 shop and sat there til it got sorted! They were keen to help (get rid of me) as I was sat with a loud baby taking up one of their help stations!

Original poster
PollyPicksMe · 09/08/2024 19:45

Dibbydoos · 09/08/2024 19:40

Sometimes patience is a virtue. My sons iphone 14 locked and he had to wait 30 days for it to reset.

Take a deep breath.

Call your bank or visit and make sure your account is safe.

Use a computer to change passwords etc on all your accounts inc social media.

Patience is a virtue that I have buckets of. Sadly those buckets have run dry!

I have multiple teams involved medically and the NHS and others are useless at permanently updating numbers at the best of times. I can’t even email them from my usual email address

I can’t sort things with my bank either as they want photo ID to prove who I am. Something I don’t have at the moment, not to mention they’re an hour away

You can’t change your password on all of your accounts - I’m finding almost everything wants a text verification (if I’m lucky an email notification, but again, no access to that either!)

OP posts:
Dibbydoos · 09/08/2024 19:40

Sometimes patience is a virtue. My sons iphone 14 locked and he had to wait 30 days for it to reset.

Take a deep breath.

Call your bank or visit and make sure your account is safe.

Use a computer to change passwords etc on all your accounts inc social media.

Raincoatsandwellies · 09/08/2024 19:40

Not sure if they'll still do it at the values these days but phone companies used to 'buy' your current contract (by paying you the money to pay on) if you took one out with them.
Could you get a basic SIM only with EE and then get a PAC code to transfer your number? It should release it as it'll be to a new network.

Original poster
PollyPicksMe · 09/08/2024 19:37

ThisPoliteHedgehog · 09/08/2024 19:32

Hope this helps

I can’t text from a number I don’t have access to though :( Sorry, not your fault of course. But I can’t place any texts as the number isn’t activated

OP posts:
Original poster
PollyPicksMe · 09/08/2024 19:33

RiverRed · 09/08/2024 19:17

Try the press office. Tell them you’re contacting BBC Moneybox or Daily Mail Money with the story if you don’t get your number released by end of day: [email protected]

Thanks for this. Just emailed them. I included the fact that Great Ormond street called to offer him a cancellation so he could be seen for something quicker - Only I missed that call, and I was informed via letter.

OP posts:
ThisPoliteHedgehog · 09/08/2024 19:32

Hope this helps

To think I am being stolen from? And what can I do? I am desperate
ThisPoliteHedgehog · 09/08/2024 19:27

You can transfer your number to a new SIM and phone you just need your PAC number

SnakesAndArrows · 09/08/2024 19:20

PollyPicksMe · 09/08/2024 19:13

That’s what I did. I explained everything, in full. Gave me all her details. I was really nice but firm and factual.

‘Thank you for messaging us again. We can see we have already responded to this issue via DM. We will update you if we get an update’

Show quote history

Goodness, I’m so sorry. Maybe keep on at them, publicly but politely?

I’m sure someone very tech savvy can help you get somewhere. Maybe a different post with a different title for practical help?

RiverRed · 09/08/2024 19:17

Try the press office. Tell them you’re contacting BBC Moneybox or Daily Mail Money with the story if you don’t get your number released by end of day: [email protected]

Original poster
PollyPicksMe · 09/08/2024 19:13

SnakesAndArrows · 09/08/2024 19:12

Try using Twitter/X. You can DM them, or @ them. Or both.

You could also try the newspaper consumer columns e.g. Guardian’s consumer champions.

That’s what I did. I explained everything, in full. Gave me all her details. I was really nice but firm and factual.

‘Thank you for messaging us again. We can see we have already responded to this issue via DM. We will update you if we get an update’

OP posts:
SnakesAndArrows · 09/08/2024 19:12

Try using Twitter/X. You can DM them, or @ them. Or both.

You could also try the newspaper consumer columns e.g. Guardian’s consumer champions.

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