topic Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh in Android

O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Warehouse

Infobleep — Sun, 05 Jun 2016 15:20:26 GMT

Hi everyone

The other week I went on to MyO2 and asked for my Samsung Galaxy S6 Edge to be unlocked.

Now I bought the phone as an upgrade from Carphone Warehouse. The phone is locked to O2 because I had to wait for the O2 over the air update.

So imagine my surprise when I get a text message back from O2 saying

This is not an O2 device, it will not be possible for us to provide an unlatching code.

This came from o2referrals@o2mail.co.uk.

In the signature it says: Dear O2 Customer. Please note that this is an unmonitored email account and we will not be able to respond to your query. If you have a query about your service please visit www.o2.co.uk/help or e-mail us at mailto:mycare@o2mail.co.uk where it will receive our attention.

Regards, O2 Customer Care

So I sent an e-mail to mycare@o2mail.co.uk and got back the reply:

Hello, Thanks for your email but we have no shut down our email support service....

Well if it has been shutdown, why refer to it in the o2referrals e-mail? Has it only very recently been shut down or is it the case of the left hand not knowing what the right hand is doing?

Kind regards

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

Cleoriff — Sun, 05 Jun 2016 15:43:02 GMT

HI infobleep.

Have you checked to see if your phone is actually locked? CPW sell unlocked devices. Try with another sim and see if this works. In the event it IS locked then O2 are the ones to provide the unlock

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

viridis — Sun, 05 Jun 2016 16:49:10 GMT

It's already unlocked if from cpw as Cleoriff says.

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

PhoneDoc — Sun, 05 Jun 2016 17:09:32 GMT

If the phone does happen to be locked @Infobleep , it'd be quicker to escalate this with CPW as the device is their property and responsibility

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

MI5 — Sun, 05 Jun 2016 19:04:56 GMT

CPW cannot unlock devices because they don't lock them.
What is your CSC (*#1234#) and this will tell me what firmware you are on?

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

Infobleep — Mon, 06 Jun 2016 08:40:44 GMT

It won't let me copy and paste it here and not can I attach a screenshot it seems. I'm on my mobile. Annoying but that there you go.

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

Infobleep — Mon, 06 Jun 2016 08:42:21 GMT

Tries to view the desktop version on this site but got an authorisation failure. Something to do with Javascript on my mobile.

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

MI5 — Mon, 06 Jun 2016 08:44:42 GMT

@Infobleep wrote:
It won't let me copy and paste it here and not can I attach a screenshot it seems. I'm on my mobile. Annoying but that there you go.

Can you not write it down and then type it in here? - I can't help further without the CSC I'm afraid.

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

Infobleep — Mon, 06 Jun 2016 12:40:16 GMT

Thanks for reply

IThe reference is:
G92FOXA3DPDP

I didn't managed to type it out into Google Keep on another device and then open up the Google Keep document on here and copy and paste it in.

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

Infobleep — Mon, 06 Jun 2016 12:40:54 GMT

Ignore the typos in the last. I meant to say I typed it out into Google Keep.

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

viridis — Mon, 06 Jun 2016 12:44:28 GMT

Missing a 5 there....

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

viridis — Mon, 06 Jun 2016 12:45:42 GMT

G925F....

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

MI5 — Mon, 06 Jun 2016 13:29:00 GMT

@Infobleep wrote:
Thanks for reply

IThe reference is:
G92FOXA3DPDP

I didn't managed to type it out into Google Keep on another device and then open up the Google Keep document on here and copy and paste it in.

Stock unbranded UK firmware, so won't be locked or subject to O2 updates.

Model	SM-G925F
Model name	Galaxy S6 edge
Country	United Kingdom / Ireland
Version	Android 6.0.1
Changelist	7884513
Build date	Fri, 22 Apr 2016 07:16:42 +0000
Security Patch Level	N/A
Product code	XEU
PDA	G925FXXU3DPDP
CSC	G925FOXA3DPDP

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

Infobleep — Mon, 06 Jun 2016 16:26:33 GMT

OK. Thanks for that. Makes sense
However that leads to another question, my upgrade to Marshmallow didn't happen until people on O2 in the UK got upgrades. Anyone know why that might be, given the phone is unlocked?

I'm not planning on leaving O2 as this precise moment, just been trying things out.

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

Infobleep — Mon, 06 Jun 2016 16:30:54 GMT

That's what happens when one has to type something out rather than copy and paste.

Re: O2 say mobile is not an O2 device when it was bought as part of an O2 upgrade via Carphone Wareh

MI5 — Mon, 06 Jun 2016 16:39:26 GMT

@Infobleep wrote:
OK. Thanks for that. Makes sense
However that leads to another question, my upgrade to Marshmallow didn't happen until people on O2 in the UK got upgrades. Anyone know why that might be, given the phone is unlocked?

I assume it was just coincidental that your update arrived at the same time.

O2 ROM's are "TEF"