Problems with O2/CPW Phone Blacklisted - Appalling Customer Service !!

Jaxer

I got a clearance phone online from CPW (one stop phone shop) last year on a CPW/O2 tariff. Its been working fine until about 2 weeks ago when it suddenly went "inactive".

I contacted customer services who told me to send it in to their repair centre (its still within warranty). I got the phone back today and its still showing the same status, and the repair centre have sent me a letter saying the phone is fine, but its been "blacklisted".

I phoned up CPW customer service again, who told me they couldnt see any problems with the account, but I should contact CPW/O2 to check on the network side of things.

After spending nearly half an hour on the line, while various people were consulted, I was told there was no problem with the network/account, and the handset was faulty. When I explained I had been through this process, I was advised to go into a local CPW branch.

To cut a long story short, the CPW branch staff weren't particularly happy that they had to deal with the mess. I ended up spending 2 hours establishing (after confirming with the local police) that the phone had actually been blacklisted (despite 3 people at the call centre telling me otherwise).

No one can explain what/who triggered the blacklisting, and why their systems failed to flag it up previously. Each part of CPW is telling me to contact the other. CPW branch staff say its a OSPS customer service issue, and I need to contact them. OSPS customer service say it's a network issue, and I need to contact O2/CPW. O2/CPW tell me the blacklisting is a customer service issue and they can only deal with network related problems.

I've now been told they'll try to take it off the blacklist within 72 hours. I'm not happy with the runaround, especially as the police basically inferred I was not the registered phone owner per their database (they can't confirm either way because of data protection issues).

Has anyone been in a similar position with a clearance phone which seems to have been returned by someone, and then not updated on the OSPS side? I'm steaming abuot the waste of time this is turning into!

gaming_guy

if they dont take the phone off the blacklist, you can always sell it to someone abroad as it should work abroad

hunsbury0

Jaxer wrote: »

I got a clearance phone online from CPW (one stop phone shop) last year on a CPW/O2 tariff. Its been working fine until about 2 weeks ago when it suddenly went "inactive".

I contacted customer services who told me to send it in to their repair centre (its still within warranty). I got the phone back today and its still showing the same status, and the repair centre have sent me a letter saying the phone is fine, but its been "blacklisted".

I phoned up CPW customer service again, who told me they couldnt see any problems with the account, but I should contact CPW/O2 to check on the network side of things.

After spending nearly half an hour on the line, while various people were consulted, I was told there was no problem with the network/account, and the handset was faulty. When I explained I had been through this process, I was advised to go into a local CPW branch.

To cut a long story short, the CPW branch staff weren't particularly happy that they had to deal with the mess. I ended up spending 2 hours establishing (after confirming with the local police) that the phone had actually been blacklisted (despite 3 people at the call centre telling me otherwise).

No one can explain what/who triggered the blacklisting, and why their systems failed to flag it up previously. Each part of CPW is telling me to contact the other. CPW branch staff say its a OSPS customer service issue, and I need to contact them. OSPS customer service say it's a network issue, and I need to contact O2/CPW. O2/CPW tell me the blacklisting is a customer service issue and they can only deal with network related problems.

I've now been told they'll try to take it off the blacklist within 72 hours. I'm not happy with the runaround, especially as the police basically inferred I was not the registered phone owner per their database (they can't confirm either way because of data protection issues).

Has anyone been in a similar position with a clearance phone which seems to have been returned by someone, and then not updated on the OSPS side? I'm steaming abuot the waste of time this is turning into!

Your paperwork from one stop phone shop should show the phones' IMEI number, which you can show it to the police , so that they can clear from their database as being stolen.

HugoSP

Go straight to ofcom

bothymonger

Same thing happened to me last March with E2save.I was given the runaround for a week until eventually E2save agreed with me that the phone was indeed blacklisted.Once this happened a new phone was delivered the next day along with the promise of an extra months rental which,needless to say,never materialised.