topic Re: Unlatching Code - Deliberate Delay? in Pay Monthly

Unlatching Code - Deliberate Delay?

Anonymous — Wed, 29 May 2013 12:06:30 GMT

Please see the email below, detailing the unlatching code request and the date it was submitted. After being told that despite this confirmation, the unlatching request was "lost" I have been told that it could take up to a further 7 working days. As you can see I'm out of contract and expected to have the code by now. After calling the support call centre to speak to someone directly, they told me there was nothing they could do. They couldn't escalate my case, because the unlatching team is a "back office" department and not contactable, puh! Quite unbelievable, and I had both the agent and the manager tell me that these problems have been ongoing for some time. Why hasn't this been addressed already for customers in my position who are out of contract?

I fail to see how this is anything other than a ploy to extract money from customer by delaying their migration off the o2 network.

I was very happy with o2 and have been a customer for many years (first through the carphone warehouse, and for the last 2 year contract, directly).

Hi Robert

An unlatching code request has been requested for IMEI 3553100xxxxxxxx

This has been requested from the manufacturer and will be sent as soon
as we receive it this can take up to 10 working days .

Kind Regards
Back Office Support

Customers name
Robert XXXXXXXXX
Customers mobile number
07812XXXXXX
Customers alternative contact number
07812XXXXXX
Customers email address
robert@xxx.com
IMEI number
3553100xxxxxxxx
Handset manufacturer
Samsung
Handset model
Samsung Galaxy S2
Date of activation
22/05/2011

Todays date
12/05/2013

Re: Unlatching Code - Deliberate Delay?

perksie — Wed, 29 May 2013 12:09:29 GMT

You could try a complaint:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mobile%29,CASE=13668

Re: Unlatching Code - Deliberate Delay?

Anonymous — Wed, 29 May 2013 12:44:48 GMT

Soon you'll have your code and can move on.

Re: Unlatching Code - Deliberate Delay?

Charlieboyoo — Fri, 31 May 2013 12:15:31 GMT

strange i done it for my iphone 4s this morning and it only took a few mins.was told it could take up to 72 hours

Re: Unlatching Code - Deliberate Delay?

Anonymous — Fri, 05 Jul 2013 18:09:07 GMT

going through the same at the moment. out of contract and each time I chat, phone or face to face with 02 team i'm told the same thing. we'll get your unlatching code to you in days or more recently hours. none of which have come through for me. going round in circles for weeks!!

Re: Unlatching Code - Deliberate Delay?

Anonymous — Fri, 05 Jul 2013 21:41:40 GMT

Hi,

There are problems like this now and then. Unfortunately the escalation form is the same timescales as the original form thats submitted so isn't always a quick fix if something goes wrong.

I dont think it would be done intentionally, for the sake of a couple of weeks delaying a customer from migrating out the amount of money o2 would make from this wouldn't really be worth it for the complaints/time spent on people looking into this.
Just my opinion of course!

Re: Unlatching Code - Deliberate Delay?

Anonymous — Sat, 06 Jul 2013 09:03:10 GMT

Well I wish you luck, I've been O2 customer for over ten years. During a period of self employment I was spending over £1,000 a year on calls. I recently tried for 2 months to get my long-out-of-contract phone unlatched, not to leave o2 but to be able to pop in a local SIM when I'm in India for 10 days. No help at all from O2, even a three hour session with the Guru in the local O2 shop could not fix and several on-line chats over the weeks promised it would be done in 7 days, all lies.

Got so furious with O2 incompetence that I left this week. Next step will be through complaints department then probably OFCOM or similar.

Re: Unlatching Code - Deliberate Delay?

Toby — Mon, 08 Jul 2013 13:26:00 GMT

Hi bigchrisrogers2,

I've sent you a private message to see if I can help.

Cheers, Toby

Re: Unlatching Code - Deliberate Delay?

Anonymous — Thu, 25 Jul 2013 21:27:40 GMT

At last this has, just today, been sorted and I'm now happy with my Xperia as it is unlocked.

A real shame though that it has taken sooooo loooong. I left O2 3 weeks ago, purely on this issue. I guess next time my contract runs out with the new supplier I'll have a look at O2 again.

Re: Unlatching Code - Deliberate Delay?

jonsie — Thu, 25 Jul 2013 21:44:24 GMT

Thanks for the update, shame about the time it took and I hope the new network is proving ok.

Re: Unlatching Code - Deliberate Delay?

Anonymous — Sat, 20 Dec 2014 18:31:26 GMT

I have requested 02 to unlacth two Iphone 6 Plus which have been settled.

It seems to me that 02 Customer Services is deliberately prolonging this.

Loyal 02 customer for a number of years and very disappointed.

Very poor service from 02 and does not encorage customer loyalty.

Re: Unlatching Code - Deliberate Delay?

MI5 — Sat, 20 Dec 2014 14:48:53 GMT

How long has this been delayed for?

Re: Unlatching Code - Deliberate Delay?

Anonymous — Sat, 20 Dec 2014 14:54:24 GMT

Applied for phone to be unlatched on 11/12/14.

I need to give the phone as a present to my brother who lives in US. Useless prsent if you can't use phone.

Re: Unlatching Code - Deliberate Delay?

MI5 — Sat, 20 Dec 2014 15:00:39 GMT

Have you tried a non O2 network sim in since?
It is possible that any confirmation email may have been directed to spam or otherwise not received.
Out of interest, how did you request the unlock?
The most efficient process is listed here http://community.o2.co.uk/t5/Other-Products-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-card/td-p/540294

Re: Unlatching Code - Deliberate Delay?

Anonymous — Sat, 20 Dec 2014 15:04:24 GMT

Hi

Have you used the iPhone's on the O2 Network in order to latch their imei numbers to your account which is required before O2 will provide an Un Lock code.

I ask because you mention one is a present.

Re: Unlatching Code - Deliberate Delay?

Anonymous — Sat, 20 Dec 2014 15:08:18 GMT

Tried EE sim and it is not recognised.

Whenever I contact Customer Service they seem to have prepared reply " it will be escalated".

Escalated to nothing.

Re: Unlatching Code - Deliberate Delay?

Anonymous — Sat, 20 Dec 2014 15:10:56 GMT

From your reply @Anonymous it sounds to meet like you are using Live Chat? If this is the case I would urge you to contact Customer Services by phone on 202 to resolve the issue.

Re: Unlatching Code - Deliberate Delay?

Anonymous — Sat, 20 Dec 2014 16:32:27 GMT

Hi @Anonymous , Unlatching codes for iphones take 72h, if not received they need to be escalated trough CS (202) via one of their managers and then in max 72h you should have the code.

I am concerned about something you said...That the phone is going to be a present...have you ever used it with your sim?

Re: Unlatching Code - Deliberate Delay?

Anonymous — Sat, 20 Dec 2014 16:49:00 GMT

@Anonymous wrote:
I am concerned about something you said...That the phone is going to be a present...have you ever used it with your sim?

@Snap on the question @Anonymous 😄

Could be a turning point to the Op's current troubles on Un-locking.

Re: Unlatching Code - Deliberate Delay?

MI5 — Sat, 20 Dec 2014 16:52:54 GMT

Surely a reason for the delay has been communicated?
This would make troubleshooting so much easier......