topic Re: Deliberate delay of unlatching code by 02 in Pay Monthly

Deliberate delay of unlatching code by 02

Sonny — Wed, 15 Aug 2018 06:50:26 GMT

I want to go over to BT MOBILE after being with 02 9 years. Got a PAC code, NEVER TOLD AT THAT POINT I WILL NEED MY PHONE UNLOCKING TO PORT, received BT MOBILE sim, in the instructions told make sure phone unlocked. Rang O2 advised 72hrs unlock, after 72hrs nothing, rang again advised something went wrong and need wait further 72hrs. The 72 hrs expires Friday 5pm, advised by BT MOBILE that port will happen between 11am-3pm Thursday, so if the port goes ahead and phone isn’t unlocked I will be unable to use my phone..... as the number will be with BT MOBILE but phone still locked to 02 “terrible blagging service from 02 to make you stay with them” OFCOM needs to sort .....

Re: Deliberate delay of unlatching code by 02

Anonymous — Wed, 15 Aug 2018 07:31:29 GMT

You don’t need your phone unlocked to port your number across

Re: Deliberate delay of unlatching code by 02

MI5 — Wed, 15 Aug 2018 07:35:02 GMT

Although we've not had official confirmation it appears O2 are having problems unlocking phones at the moment.
@EmilieT another customer having problems.

Re: Deliberate delay of unlatching code by 02

EmilieT — Wed, 15 Aug 2018 08:12:03 GMT

Hi @Sonny, and welcome to the forum! I was told that the system for unlocking iPhones seems to be running fine, but are some intermittent issues with the one for general unlocking at the moment which might delay the codes a bit - which type of phone do you have?

If after the timeframe given to you you're still stuck, please drop me a Private Message, I'd happily get someone to look into this for you

Thanks @MI5 for the mention!

Re: Deliberate delay of unlatching code by 02

Sonny — Wed, 15 Aug 2018 11:00:07 GMT

Lovemyphone..... of course you need phone unlocked port number .... how can you use the number once ported to BT MOBILE , if phone still locked to 02 ? It will not work !

Re: Deliberate delay of unlatching code by 02

gmarkj — Wed, 15 Aug 2018 11:49:08 GMT

@Sonny o2 do not know you want to use the device that you were using before.
For all they know you are (or have) bought a new device to use on the new network.
What sort of phone do you have and where did you buy it from?
If an Android phone and through Carphone Warehouse it should work with the BT sim.
If through o2 directly, they should unlock without charge.

Re: Deliberate delay of unlatching code by 02

Sallin — Wed, 15 Aug 2018 12:03:02 GMT

I’m having exactly the same problem. Asked them to unlock it last Friday, was told 72 hours which would take it to Monday. On Monday they said the 72 hours doesn’t include the weekend, so it would be done by today (Weds). Now saying it may take 7 days but that the request didn’t go in on Friday so it would be 7 days from Monday, i.e.10 days in total. Totally incompetent. I feel like they’re dragging their feet as I’ve said I’m leaving o2, and cannot understand how it can possibly take them 10 days to do something which is surely quite simple?

Re: Deliberate delay of unlatching code by 02

Anonymous — Wed, 15 Aug 2018 12:18:29 GMT

Removed by me

Re: Deliberate delay of unlatching code by 02

Amanda — Wed, 15 Aug 2018 12:22:52 GMT

Sunny, I am having the same problem with O2 this has gone on for nearly a week, I have another contract with vodaphone but can not do anything because my Iphone is locked, also have a pac code, I agree, they are deliberately delaying unlatching, especially when you go to another network! I was told it would take 72 hours! I have rang every day twice a day, o2 chat, getting nothing, I've esculated my complaint to Citizends Advice, Ofcom, their own resolution Centre, but was that fed up of the blantent lies Ive have contacted WatchDog, as of this year it is illigal for any newtwork to lock your phone!

Re: Deliberate delay of unlatching code by 02

Amanda — Thu, 16 Aug 2018 08:54:57 GMT

@Sallin I have had the same problem with o2, well over the 72 hours, rang today to be told that the unlatch team hadn't even looked at my account, further more their only correspondence is via electronic forms and emails, they don't have a telephone number contact, that is what I was told today, I find that excuse lame, and it's not something I would believe.

Re: Deliberate delay of unlatching code by 02

Amanda — Thu, 16 Aug 2018 09:01:18 GMT

@Sonny Any chance you have your phone unlocked? Mine is still locked. Was told today that the unlaching team hadn't even looked into my account! Furthermore the only contact they have is via email and electronic forms! No telephone number! And I can fly!

Re: Deliberate delay of unlatching code by 02

Sonny — Thu, 16 Aug 2018 09:06:38 GMT

Still locked and waiting maximium 72 hrs from Saturday gone “what a joke 02 are, hence going downhill as a company/joke company .... I think if not done soon I will have no choice contact OFCOM.... 02 are intentionally stopping/stalking people to stop them porting, which is ILLEGAL ..... 11-3pm my number gets ported to BT MOBILE ... and I will loose service because unable to use the BT sim .....

Re: Deliberate delay of unlatching code by 02

Cleoriff — Thu, 16 Aug 2018 09:17:22 GMT

@EmilieTThis unlocking problem appears to be ongoing.

We had another post on this thread this morning https://community.o2.co.uk/t5/Android/Phone-Unlock-code-not-working/m-p/1146225/highlight/true#M69702

If there was a problem then surely it should be sorted by now. Getting out of hand really?

Re: Deliberate delay of unlatching code by 02

gmarkj — Thu, 16 Aug 2018 12:26:18 GMT

@Martin-O2 @Marjo @EmilieT any chance you can talk to someone to find out what is going on?

Re: Deliberate delay of unlatching code by 02

Amanda — Thu, 16 Aug 2018 18:10:22 GMT

A big thank you to @EmilieT you are a star, thanks to you my phone is now unlocked.

Re: Deliberate delay of unlatching code by 02

Cleoriff — Thu, 16 Aug 2018 18:13:58 GMT

Excellent news @Amanda. At long last.

Re: Deliberate delay of unlatching code by 02

Amanda — Thu, 16 Aug 2018 18:19:12 GMT

My goodness yes, bit of nightmare, if only o2 offered me a good deal then I would have kept my phone with them, but I don't use data phone is only used for text and phone calls, so compared to £19.00 a month for data and unlimed calls and text, I opted for £6.00 o2 couldn't match it. But alas still an o2 customer paying for the kids phones!