topic Re: Ping - Pong -Trying to get phone unlocked in Android

Ping - Pong -Trying to get phone unlocked

BBD — Wed, 13 Feb 2019 16:24:56 GMT

Hi - I have been trying for the last 2 weeks to get my mobile, a Samsung, unlocked. I am moving to a different network as my contract has with o2 has ended.

The issue seems to be that I took my o2 contract out via a third party and o2 and the third party are playing ping pong with me - I am biyncing between the 2 of them as they insisit it is the others responsibility to unlock the phone.

I have emaliled the form, spoken with live chat a couple of times and finally today I spoke with a real o2 person who was very helpful. She spoke with the third party on my behalf and is going to go back to o2 back office and try and get this resolved.................

Any one else had problems like this?

Re: Ping - Pong -Trying to get phone unlocked

Bambino — Wed, 13 Feb 2019 16:42:36 GMT

@BBD I will tag our community admin @EmilieT and @Marjo, but as the issue is already with O2's back office, I'm not really sure if there's anything they can do. If anyone else gets involved it may just cloud the problem.

Re: Ping - Pong -Trying to get phone unlocked

BBD — Wed, 13 Feb 2019 16:48:31 GMT

Thanks - fingers crossed it will be sorted - will keep you posted

Re: Ping - Pong -Trying to get phone unlocked

MI5 — Wed, 13 Feb 2019 16:52:29 GMT

@BBD have you tried a different SIM?

If the third party was cpw it will be unlocked already.

Re: Ping - Pong -Trying to get phone unlocked

BBD — Wed, 13 Feb 2019 23:51:49 GMT

Yes but it doesn't show any network

Re: Ping - Pong -Trying to get phone unlocked

MI5 — Thu, 14 Feb 2019 06:26:45 GMT

If it accepts the SIM without any error messages it is unlocked. Not showing a signal is something else.

Re: Ping - Pong -Trying to get phone unlocked

BBD — Fri, 22 Feb 2019 10:43:08 GMT

Hi - my phone is still unlocked - I took it to a Samsung shop and they said o2 needs to sort this. Not a word from o2 - I am so disappointed and frustrated. Can anyone help me.

Re: Ping - Pong -Trying to get phone unlocked

BBD — Fri, 22 Feb 2019 11:00:21 GMT

Just off the phone with o2 - I was told very bluntly that this is not an O2 issue and that it is impossible for them to unlock the phone............. I really don't know what to do

Re: Ping - Pong -Trying to get phone unlocked

MI5 — Fri, 22 Feb 2019 11:19:11 GMT

@BBD I think we have already established that the phone is unlocked.

If you are not getting a signal the phone is either faulty or barred.

If barred, it is useless and can not be un-barred unless it was barred in error, but they are mostly barred for being reported lost or stolen and then claimed for on insurance.

Re: Ping - Pong -Trying to get phone unlocked

gmarkj — Fri, 22 Feb 2019 12:40:27 GMT

So, just to confirm:
-you took out a pay monthly contract with o2, using a 3rd party (Carphone Warehouse or similar)?
-the contract has ended or will soon?
-you want to move to another network using the same phone?

Questions:
The SIM that you have - does that work in another phone?
Does your phone still work on the o2 network? (Either with your SIM or another that you know works)
Have you checked to see if your phone has been blocked (google checkmend or imeipro) - both will charge a fee, so this is probably the last thing to check (as you are the original owner and have presumably never reported it lost and/or stolen, it should only be there by mistake).

Re: Ping - Pong -Trying to get phone unlocked

BBD — Sat, 23 Feb 2019 13:16:32 GMT

Hi - thats correct

Pay monthly contract with o2 taken through mobiles.co.uk (part of Carphone Warehouse)
Contract ended several months ago
I want to move to another network using same phone

The works in another phone
My phone still works on o2 - costing me a fortune as now out of contract........
Samsung checked phone over and not blocked and working perfectly

After speaking with OFCOM they advised me to contact the Communications Ombudsman who have opened a case file. I've been inotuch with o2 one last time to try and get the ,matter resolved before the Ombudsman steps in.

Fingers crossed this can be resolved

Re: Ping - Pong -Trying to get phone unlocked

gmarkj — Mon, 25 Feb 2019 08:00:19 GMT

Phones ordered through a 3rd party are usually supplied unlocked to start with, so not sure why the new sim does not work.
Do you get any messages on screen when you put the new sim in @BBD or does it just not work (no signal)?
The phone should be able to see the bands used by the new network so really confused by this...

Re: Ping - Pong -Trying to get phone unlocked

Cleoriff — Mon, 25 Feb 2019 09:11:39 GMT

@BBD

Just to clarify, (unless it's been 'lost in translation') have you actually tried another sim in the phone from any other network except O2? If so, what network sim are you using?

Re: Ping - Pong -Trying to get phone unlocked

MI5 — Mon, 25 Feb 2019 09:20:47 GMT

@Cleoriff wrote:
@BBD
Just to clarify, (unless it's been 'lost in translation') have you actually tried another sim in the phone from any other network except O2? If so, what network sim are you using?

A new sim has been tried which the phone accepts but gives "no service".

As the phone has been checked out and has been given a clean bill of health, the only other plausible explanation is that the "new" sim is faulty of not activated.

The phone is already unlocked or else the "new" sim would not have been accepted by the phone.

Re: Ping - Pong -Trying to get phone unlocked

Cleoriff — Mon, 25 Feb 2019 09:36:55 GMT

@MI5 wrote:
@Cleoriff wrote:
@BBD
Just to clarify, (unless it's been 'lost in translation') have you actually tried another sim in the phone from any other network except O2? If so, what network sim are you using?
A new sim has been tried which the phone accepts but gives "no service".
As the phone has been checked out and has been given a clean bill of health, the only other plausible explanation is that the "new" sim is faulty of not activated.
The phone is already unlocked or else the "new" sim would not have been accepted by the phone.

Yes...so they should try another new sim just in case this one is faulty. ..

Re: Ping - Pong -Trying to get phone unlocked

MI5 — Mon, 25 Feb 2019 09:40:05 GMT

Correct, as I've tried to explain.