topic Re: Unlocking code fiasco in Pay Monthly

Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 11:46:32 GMT

Hello,

I'm not sure if this is the right place. I'm posting here due to the Kafka-esque experience that I'm having trying to get my unlock code. My contract has come to an end.

I've contacted the service desk 6 times, and each time I get promises made and promised broken. A rep promised my code within 24hours. No code. One manager promised a call back within 48hrs. No call. Another manager promised a call back every day at a certain time until I got my code. No call. I've received an email from o2 4 times stating that they cannot provide my unlock code and require further information. The information has been provided countless times now.

Each time I speak to a different person, reading the same script. Whenever I get to speak to a "manager" I get the same broken promises each time.

It's been almost a month of constant engagement with the same broken process.

Can anyone tell me how I can speak to someone who isn't following a script on a screen?

Regards,

Richard

Re: Unlocking code fiasco

MI5 — Mon, 15 Dec 2014 11:50:39 GMT

We always recommend calling rather than live chat.
Unlock process is here http://community.o2.co.uk/t5/Other-Products-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-card/td-p/540294
Also, double check your phone is actually locked as not all are.

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 11:51:51 GMT

202 for contract or 4445 for Payg.

Their it is a complaint link at the bottom of the forum you can use.

Are they explaining what the issue is ?

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 12:08:52 GMT

I'm aware of the process. I've followed it 5 times. They don't say what the issue is, they just "escalate" the issue. I suspect they are just going through the same process over and over, judging by the same emails I get stating that they can't provide the code and request more info.

Whenever I call up I get the same issues.

The newest lie is that I've found out from a rep this morning is that the "manager" who promised me a call back every day is not actually a manager. <sigh>

Perhaps the complaints proceedure is the only option - but only if it resolves the issue. I don't want an o2 gift card, I want an unlocked handset!

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 12:06:37 GMT

Hi

Which is a reasonable request if you've followed the procedure and are eligable to unlock.

I assume you've telephoned them ?

I'm wondering if one of the O2 site managers @Toby or @Anonymous can help at all.

Touch on their highlighted name and maybe Private Message them.

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 12:10:02 GMT

It gets better. As soon as they put me on hold to speak to a manager I get disconnected.

This has happened 3 times now. Coincidence?

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 12:17:24 GMT

I hope so.

It's in their interest to get you sorted and off the phone !

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 12:32:20 GMT

I've now been asked to try a different SIM card.

I pointed out that I haven't received my unlock code yet - after a month of trying. The rep sounds surprised. Has she even read the call log under my account?

Unbelievable.

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 12:35:20 GMT

Disconnected again. 4th time. Always when I'm on hold waiting for a manager

Re: Unlocking code fiasco

MI5 — Mon, 15 Dec 2014 12:34:51 GMT

But, have you tried a different sim card yet?

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 12:45:19 GMT

Which phone are you attempting to unlock.

For example an iPhone does not require a code. They send you an email and you insert another non O2 uk network SIM card to complete the unlock.

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 13:04:12 GMT

I don't have another SIM card, except a Tesco Mobile card - which works, but I'm not sure if that means anything since Tesco is essentially o2 with a different label. Also, why should I pay £10 for another SIM card to test this? (Gone are the days of the 99p SIM card, it seems).

This phone will be used in Estonia, so we would rather not wait until we are there to find out that it is still locked.

It's a Galaxy S3mini

Re: Unlocking code fiasco

MI5 — Mon, 15 Dec 2014 13:10:42 GMT

Dial *#1234# and tell me the CSC

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 13:14:26 GMT

Hi MI5, I'll dig this out when I'm at home. What will this give you?

I'll give o2 another call. Anyone want to bet against another disconnection?

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 13:20:40 GMT

O2 Free sims via https://www.o2.co.uk/freesim/

I would have hoped other networks have something similar.

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 13:19:58 GMT

Yes, I'm not sure if putting an o2 SIM into an o2 phone is going to trigger the unlock prompt. But, I'll look at other providers.

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 13:21:55 GMT

Indeed.

Sorry where I am at the moment my data connection is 'e' hence things are a little delayed.

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 13:23:25 GMT

http://shop.ee.co.uk/price-plans/free-sim Here is one. 😄

Re: Unlocking code fiasco

MI5 — Mon, 15 Dec 2014 13:24:58 GMT

@Anonymous wrote:
Hi MI5, I'll dig this out when I'm at home. What will this give you?

It will tell me that it either could be locked or is definitely unlocked.

ps, you can pick up payg sim cards from any network at your local corner shop for 99p

You need a Three sim ideally as I know these are already activated.

Re: Unlocking code fiasco

Anonymous — Mon, 15 Dec 2014 13:51:36 GMT

OK, I've got a 3 SIM, and will get that CSC code this evening.

I've received more meaningful replies here today than I have done from the official O2 support over the past month. Thanks everyone.