topic Re: Unable to get an unlock code in Pay Monthly

Unable to get an unlock code

Matt0101 — Mon, 20 Jan 2020 18:15:01 GMT

Hey there. I've recently switched over to a different provider from o2 and I am in need of an unlock code for my mobile device. I called o2 up and requested this and they said they are unable to provide me with a code as I bought the phone around 6 months ago from a friend who I'm no longer in touch with. O2 just tell me to contact the original owner of the phone. So I called o2 again and they recommend me to go to carphone warehouse to get it unlocked. However, after looking on their website, apparently they don't do phone unlocking? So I don't know what to do now. Thanks

Re: Unable to get an unlock code

MI5 — Mon, 20 Jan 2020 18:18:52 GMT

@Matt0101

If it came from CPW it won't be locked.

Try a different sim.

Unlock help here

Re: Unable to get an unlock code

Matt0101 — Mon, 20 Jan 2020 18:22:15 GMT

I have tried a new SIM, the one from a different provider, Sky Mobile, which wants an unlock code when inserted. As I switched from o2 today, I now have no phone service from the O2 sim card and the Sky SIM. I didn't know my phone wasn't unlocked before or I'd have requested it beforehand

Re: Unable to get an unlock code

MI5 — Mon, 20 Jan 2020 18:25:17 GMT

@Matt0101

Is it an iPhone?

Re: Unable to get an unlock code

Matt0101 — Mon, 20 Jan 2020 18:25:51 GMT

It's a Sony Experia XA1

Re: Unable to get an unlock code

MI5 — Mon, 20 Jan 2020 18:28:22 GMT

@Matt0101

Just because you switched today, doesn't mean O2 can't unlock it.
The only way they can't is if it hasn't been used on the O2 network, which clearly yours has?

Can you submit the request through your MyO2 or by completing the manual form?

Re: Unable to get an unlock code

MI5 — Mon, 20 Jan 2020 18:29:49 GMT

@Matt0101

An android from CPW is definitely not and never has been locked.

What message does the phone display with the Sky sim in it?

Re: Unable to get an unlock code

Matt0101 — Mon, 20 Jan 2020 18:30:40 GMT

Yeah mine has been used on o2 for at least 6 months. I was paying monthly for their service for longer than that, I'm jot sure how long exactly. But they say they can't unlock it.

Re: Unable to get an unlock code

MI5 — Mon, 20 Jan 2020 18:37:43 GMT

@Matt0101

They are telling you rubbish.

If it is locked, they can get you the unlock code.

Your other option is a local market stall or phone repair shop.

Re: Unable to get an unlock code

Matt0101 — Mon, 20 Jan 2020 18:40:02 GMT

That's exactly what I thought too... It makes no sense. I've had many phones unlocked by o2 before and never had this issue. But I phoned them a few times and always got the same answer

Re: Unable to get an unlock code

MI5 — Mon, 20 Jan 2020 18:42:42 GMT

OK, lets check with admin.......

@Marjo @Martin-O2 can you check please?

Re: Unable to get an unlock code

Matt0101 — Mon, 20 Jan 2020 18:57:02 GMT

Thank you MI5

Re: Unable to get an unlock code

MI5 — Mon, 20 Jan 2020 19:04:48 GMT

No problem mate.

Re: Unable to get an unlock code

Matt0101 — Mon, 20 Jan 2020 21:25:19 GMT

I have now solved this by using the online chat and talking to a guru. Who sent me a code without issue. Thanks for the help

Re: Unable to get an unlock code

MI5 — Mon, 20 Jan 2020 21:26:23 GMT

Told you they were talking rubbish

Re: Unable to get an unlock code

MI5 — Mon, 20 Jan 2020 21:30:09 GMT

@Martin-O2 @Marjo

Another pitiful show of support from customer service!

Re: Unable to get an unlock code

Marjo — Tue, 21 Jan 2020 14:01:49 GMT

Thanks for the tag @MI5 .

Good to see you got this resolved in the end @Matt0101 and sorry to hear you had a frustrating time doing so. I'll make sure to pass on the feedback about this and don't hesitate to let us know if you have any additional comments you'd like to pass on as well.