topic Re: Unlocking a replaced mobile in Android

Unlocking a replaced mobile

Anonymous — Mon, 01 Aug 2016 08:11:43 GMT

Hi,

I recently had my LG G4 die whilst on a weekend away in Liverpool - took it to the o2 shop [in Liverpool] and they sent it away for repair - it actually came back and was a replacement G4.

As my other G4 was unlocked [going away to the US in 3 weeks and will be using a different sim for the holiday] I thought I'd get this one done.

Followed the My o2 app route and I get a text saying it cant be done - the subsequent email said

I'm sorry, we have not been able to unlatch your device at this time. The reason given is: This is not an O2 device, it will not be possible for us to provide an unlatching code.

Contacted Customer Services via online chat and was eventually told to take it back to the store I got the replacement rom as it was originally purchased from a store.

I've had the replacement since Thursday so I think it should have registered with o2 by now - do I go to my local o2 store and ask them or will they tell me to just contact o2?

Cheers

Alun

Re: Unlocking a replaced mobile

gmarkj — Mon, 01 Aug 2016 08:15:35 GMT

Couple of things to check:
-does the new IMEI number match what is shown under your phone details on My o2?
-have you tried a non o2 SIM card to make sure it is actually locked?

Re: Unlocking a replaced mobile

MI5 — Mon, 01 Aug 2016 08:15:52 GMT

Call CS on 202 and explain.
They should be able to push it through manually

Re: Unlocking a replaced mobile

Anonymous — Mon, 01 Aug 2016 08:36:43 GMT

Hi,

Double checked - online via my o2 the device name and correct emei is registered as belonging to me - and when I insert a sim from three I get a network locked message on the screen.

If I contact CS again - won't I just get the same response or does it depend on the agent?

Cheers

Alun

Re: Unlocking a replaced mobile

MI5 — Mon, 01 Aug 2016 08:40:18 GMT

Call, as I said above - live chat are useless in these cases.

Re: Unlocking a replaced mobile

gmarkj — Mon, 01 Aug 2016 08:41:56 GMT

Deffo call rather than chat - unless you are very lucky chat are not unlikely to resolve this.

Re: Unlocking a replaced mobile

MI5 — Mon, 01 Aug 2016 08:42:59 GMT

Live chat will not have the tools to help, even if they knew how to?

Re: Unlocking a replaced mobile

Anonymous — Wed, 17 Aug 2016 08:34:28 GMT

OK - quick update - chatted to o2 and they eventually processed my request - then came back to me and said that they had to contact LG to get the unlocking code - which will take [up to] 10 working days...

The time is almost up and still no contact from o2 - only just over a week that I go to the US and I need my phone unlocking so I can use a different sim card.... Let's hope it all get's sorted soon...

[another update] - just emailed them by replying to the my care email and I got...

"Hello, Thanks for your email, but we have now shut down our email support service."

Cheers

Alun

Re: Unlocking a replaced mobile

MI5 — Wed, 17 Aug 2016 08:37:40 GMT

Fingers crossed

Re: Unlocking a replaced mobile

jonsie — Wed, 17 Aug 2016 12:03:04 GMT

Another phone call wouldn't be a bad idea if you have a spare hour. It shouldn't really be taking this long. Hope all goes well.

Re: Unlocking a replaced mobile

Anonymous — Thu, 18 Aug 2016 08:57:15 GMT

Called this morning - nice chap has escalated the request... only 7 days until I go to the US...

Starting to get concerned now!

Re: Unlocking a replaced mobile

jonsie — Thu, 18 Aug 2016 09:06:41 GMT

Cutting it fine, fingers crossed for you.

Re: Unlocking a replaced mobile

MI5 — Thu, 18 Aug 2016 09:18:57 GMT

A manual request was the way it was always done previously so I'm not sure why o2 are making such a fuss about it now?

Re: Unlocking a replaced mobile

Anonymous — Thu, 18 Aug 2016 09:37:07 GMT

I know this is a bit of fantasy... but will I have any options if I don't get an unlocking code in time?

Re: Unlocking a replaced mobile

jonsie — Thu, 18 Aug 2016 09:41:29 GMT

Only via your local mobile phone repair shop though you may find it locked again after a software update.

Re: Unlocking a replaced mobile

MI5 — Thu, 18 Aug 2016 09:45:19 GMT

Modern phones need a modification to a secured file within the system directory.
The correct unlock process will safely rewrite this file but any attempt to manually rewrite it runs the risk of completely bricking the phone.

Re: Unlocking a replaced mobile

Anonymous — Thu, 18 Aug 2016 10:00:47 GMT

Am I correct in thinking that even though it was a replacement from the o2 repair service that it may not originally be an o2 phone?

If that's the case [as o2 can't unlock it] even if I took it to be unlocked, don't they ask which network it is on?

Re: Unlocking a replaced mobile

MI5 — Thu, 18 Aug 2016 10:19:08 GMT

Yes but it is still locked to o2.

Re: Unlocking a replaced mobile

Anonymous — Fri, 19 Aug 2016 08:23:49 GMT

OK - a day after escalation of my problem, I get an email asking me for the same info I provided 10 days ago...

"As the IMEi requested has been replaced, in order to investigate further, please provide us

1] The original purchase order
2] The original IMEI."

I'm getting a little frustrated now...

Hmmmmm

Alun

Re: Unlocking a replaced mobile

MI5 — Fri, 19 Aug 2016 08:27:06 GMT

Have you tried the ceo's office?