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Level 2: Apprentice
Bryan839
Posts: 5
Registered: ‎20-09-2013
Accepted Solution

Unlock iPhone 5S on the Refresh Tarriff

Hey guys!

 

I took out a new refresh contract with the iPhone 5S. I needed it unlocked as I need it for use on two networks, when I enquired about the unlock on live chat, I was told they would unlock the handset, but only after the phone plan had been paid in full.

 

I then called customer services to check this information was correct, and I was assured it was, so paid the phone plan in full, went back to live chat, and they submitted a unlock request.

 

The next day - an email arrived from 'back office support' stating they are not yet authorised to unlock iPhone 5S handsets!

 

I spoke to customer services again who stated that was incorrect and passed it back through! Im a little worried as I dont want it to go past my cooling off period and then they say that cant do it! 

 

Anyone here in the same boat or successfully had your iPhone 5S unlocked?

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adamtemp64
Posts: 13,396
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Registered: ‎13-08-2008

Re: Unlock iPhone 5S on the Refresh Tarriff

The 5 was not unlocked for 6 months the unlock info page has this info see the bit I have bolded. The page below maybe updated to explicitly exclude the 5s it was about a week after the 5 launched

 

If you're a Pay Monthly customer, then you can unlock your iPhone* at anytime for free. This doesn’t affect your contract though – you’ll still need to see out the rest of it. This policy may vary according to the handset you have purchased.

 

source http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

2 iPhone 5s 32gb on 4g 8gb tariff 1 iPhone 4s 16gb sim only on business contract
iPad 3 wifi-3g 64gb
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Henstridge Rural South Somerset (still 2g only and it is 2014)
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Level 2: Apprentice
Bryan839
Posts: 5
Registered: ‎20-09-2013

Re: Unlock iPhone 5S on the Refresh Tarriff

Just found this in the help section:

 

 
We won’t unlock iPhone 5s and 5c immediately. This is to make sure that genuine O2 customers get iPhone 5s and 5c on O2.
 
Thats just great, so I have paid the phone plan off for nothing!! :smileysad:
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bandofbrothers
Posts: 17,157
Topics: 701
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Registered: ‎17-04-2012

Re: Unlock iPhone 5S on the Refresh Tarriff

That's the same kind of info from last year.

Live Chat should obviously have investigated this before giving you this information.

Shocking.

I'm not sure where you can go from here apart from you feeding your experience to higher levels. If you want the link to do so then just ask and I'll post it.

MacBook Air 11” Core i5 1.6GHz 4GB 128GB •1.6GHz dual-core Intel Core i5.

iPhone 5s ~iOS 7.1.2
iPad Air ~ iOS 7.1.2.

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Level 2: Apprentice
Treble
Posts: 14
Registered: ‎20-09-2013

Re: Unlock iPhone 5S on the Refresh Tarriff

[ Edited ]

this is what live chat told me as well ,pay it off in full and we will unlock immediately ,o2 really need to start singing from the same hymn sheet

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bandofbrothers
Posts: 17,157
Topics: 701
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Registered: ‎17-04-2012

Re: Unlock iPhone 5S on the Refresh Tarriff

I agree.

The site o2 staff are aware and will feed this back to the right department.

MacBook Air 11” Core i5 1.6GHz 4GB 128GB •1.6GHz dual-core Intel Core i5.

iPhone 5s ~iOS 7.1.2
iPad Air ~ iOS 7.1.2.

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Community Coordinator
Toby
Posts: 4,984
Registered: ‎13-08-2012

Re: Unlock iPhone 5S on the Refresh Tarriff

Hi Bryan,

Thanks for letting us know about this and sorry for the misinformation! I'll pass it on now.

For those of who were told it was possible at the phone's release, when was it roughly?

We were all new here once, be welcoming! :smileyhappy:

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Level 2: Apprentice
Treble
Posts: 14
Registered: ‎20-09-2013

Re: Unlock iPhone 5S on the Refresh Tarriff

i was told 2 days ago the info and a friend of mine who received his ip5s today was told yesterday pay of the phone and we will unlock it

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Level 2: Apprentice
Bryan839
Posts: 5
Registered: ‎20-09-2013

Re: Unlock iPhone 5S on the Refresh Tarriff

This has been a nightmare. Called customer services again today who where adament that they are unlocking once the phone is paid for in full and again escalated it.....

 

At 8pm I received another email from back office support saying: At the moment, we are not unlatching  iPhone 5c and 5s devices

 

Phoned tonight, they apologized and said they have just had another memo this afternoon saying they are not unlocking for 3 months. I have to call back tomorrow to arrange a return for a refund and cancellation on the contract. 

 

Bye o2! :smileysad:

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bandofbrothers
Posts: 17,157
Topics: 701
Solutions: 1,792
Registered: ‎17-04-2012

Re: Unlock iPhone 5S on the Refresh Tarriff


Bryan839 wrote:

This has been a nightmare. Called customer services again today who where adament that they are unlocking once the phone is paid for in full and again escalated it.....

 

At 8pm I received another email from back office support saying: At the moment, we are not unlatching  iPhone 5c and 5s devices

 

Phoned tonight, they apologized and said they have just had another memo this afternoon saying they are not unlocking for 3 months. I have to call back tomorrow to arrange a return for a refund and cancellation on the contract. 

 

Bye o2! :smileysad:


What a nightmare.

 

this is not doing the network any favours at all.

 

Live Chat which are outsourced Non Uk callcentres are certainly causing some issues recently.

 

facepalm.jpeg

MacBook Air 11” Core i5 1.6GHz 4GB 128GB •1.6GHz dual-core Intel Core i5.

iPhone 5s ~iOS 7.1.2
iPad Air ~ iOS 7.1.2.

Support Uk O2 Jobs.
Mea familia est mea vita.
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