topic Re: O2 are useless in Pay Monthly

O2 are [no longer] useless

Anonymous — Mon, 19 Jun 2017 13:01:04 GMT

My previously unlocked Galaxy S3 has been locked to O2 again, and despite spending the last 42 days on Live Chat and telephoning O2, nothing is being done. The latest is your line manager Craig promising to ring back in 48 hours, and four days later still nothing.

This how useless O2 are - 42 days and many hours on the phone and Live Chat, and all I have received is incorrect information, promises that are never kept and lies.

[title edited as per original poster's request]

Re: O2 are useless

MI5 — Tue, 13 Jun 2017 09:43:17 GMT

If unlocked properly in the first place it cannot relock.
If it was a bodge before you're lucky it hasn't bricked the phone completely.

Re: O2 are useless

jonsie — Tue, 13 Jun 2017 09:50:23 GMT

Did you not get it unlocked by receiving a code from O2? If it was unlocked by a third party then it is almost sure to lock again with any changes to the phone. Unlocking by code is a permanent action....

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 09:56:11 GMT

No, it was unlocked by O2 two years ago.

Yes, it's locked again to O2 because I have determined this with an O2 sim in the O2 shop.

The locking is not the only problem. It's how happily O2 lie and break promises and do nothing to resolve my problem.

Re: O2 are useless

MI5 — Tue, 13 Jun 2017 09:58:43 GMT

If you're sure it's still locked, just request it again https://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1014131

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 10:08:56 GMT

I asked for a unlock code and was told by O2 it would be sent through to my wife's phone in three days.

3 days later I was told it would be seven days.

7 days later I was told it would be nine days.

9 days later I was told it would be escalated and wait for 48 hours.

11 days later I was told to wait for seven days.

18 days later was told they would escalate again.

20 days later I was told they do not send the code through to mobiles and they would send to the email I gave them.

21 days later I was told it was not locked to O2 and to go into the store to get a sim to determine this.

22 days later in the O2 shop I was told they didn't have a sim. I have checked with a friend's O2 sim and it's locked to O2.

I have been given random codes by several Live Chats and none worked.

We'll just move forward to 42 days where I was told by the line manager Craig that he would ring back with a solution in 48 hours and even he did not bother.

Re: O2 are useless

MI5 — Tue, 13 Jun 2017 10:11:25 GMT

Can you explain exactly how you have proven it to be locked?
ie, what happens when you put in an o2 sim and non o2 sim....

Also, how many "random" codes have you entered so far?

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 10:14:44 GMT

Any sim I put into the phone, including my previously working Asda mobile sim, results in the phone asking for a Network Unlock Code. An O2 sim does not do this.

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 10:15:47 GMT

As advised by O2, I have entered each code they gave me (more than three over the last 42 days) and none has worked.

Re: O2 are useless

MI5 — Tue, 13 Jun 2017 10:19:10 GMT

OK thanks, when did this first start? Was it after an update or a factory reset? Have you used the Asda sim previously in the phone?
I also need to be sure that you are asking for an unlock code and not an unblock, PUK or PAC please?

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 10:21:17 GMT

It started on the 2nd May.

I asked for whatever I needed to stop it asking for a "SIM network unlock PIN".

I have no idea whether there was an update.

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 10:22:43 GMT

I've been using the Asda sim for two years since the contract ended.

Re: O2 are useless

MI5 — Tue, 13 Jun 2017 10:26:06 GMT

Have you submitted the form that is on the link I gave previously?

Re: O2 are useless

jonsie — Tue, 13 Jun 2017 10:29:44 GMT

Very strange. They give you different unlock codes but then say it's not locked to O2. I think you have been given PUK when you need the NCK. Have you tried unlocking again through My O2 or is that when they tell you it isn't locked?

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 10:31:28 GMT

I have not used the link. I assumed they were requesting the unlock code. Besides, the link just takes me to the login page and when I try to login, it says it cannot find my account. Then it tells me to click a link to solve that problem, and I end up at the usual logged in page and no form.

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 10:33:35 GMT

I ring up. They tell me something. I wait.

I ring up. They tell me I've been misinformed and I wait again.

I ring up. I get the line manager. He promises to ring back in 48 hrs. I wait again.

I'm glad you know about PUK and NCK, whatever they are. O2 do not.

Re: O2 are useless

MI5 — Tue, 13 Jun 2017 10:35:21 GMT

Direct link to form here https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 10:41:39 GMT

Thanks. Form submitted. Not holding my breath after 42 days.

Re: O2 are useless

MI5 — Tue, 13 Jun 2017 10:43:54 GMT

All we can do is hope for the best

Re: O2 are useless

Anonymous — Tue, 13 Jun 2017 10:52:34 GMT

Firstly, thank you for at least answering and suggesting options.

But it's no longer about the phone: it's about how O2 get away with incorrect information, outright lies, broken promises and general indifference, all in the hope that the customer will just give in.

Well, they win.

And that's okay. I have a new phone now. I'll use the Samsung as an MP3 player and move on. I just wanted to rant and hopefully warn others about O2's utterly useless customer service.

Over the last 42 days I've already told this mammoth story to everyone I know. And four people (two people at the children's centre, one down the pub and one at work) have changed their minds about taking out or upgrading a mobile contract with O2. I shall continue to regale others about how useless O2 are, probably reporting back here each time I convince another person not to give their money to O2. It's some consolation at least, and the story is fun to tell.