topic Re: Can't unlock - code fails in Discussions & Feedback

Can't unlock - code fails

Anonymous — Sun, 30 Oct 2016 12:21:41 GMT

I'm trying to unlock my phone. I need to move to BT becuase their coverage is much better where I need it.

The MyO2 "manage your device" page give a 8-digit PUK number. I tried this but it didn't work.

I clicked the "unlock my device" link and and 2 days later an email came with another 8-digit code. This didn't work either.

Every time I try, the phone displays "Network Unlock request unsuccessful", and prompts for the code again.

Am I doing something wrong, or is the code wrong?

I've forwarded the email to mycare@o2mail.co.uk, I'll see what they come back with.

Re: Can't unlock - code fails

adamtemp64 — Sun, 30 Oct 2016 12:40:12 GMT

You will not get a response from the email it is a dead end. (No email support )

What phone

Re: Can't unlock - code fails

Cleoriff — Sun, 30 Oct 2016 13:14:24 GMT

Hi @Anonymous Are you sure your phone is locked? Try another sim in and see if that works?

Here is the guide to unlocking http://www.o2.co.uk/help/phones-sims-and-devices/unlocking-an-o2-mobile-to-use-on-a-different-network

Re: Can't unlock - code fails

Anonymous — Sun, 30 Oct 2016 13:26:11 GMT

The phone is definitely locked - I'm trying it with a BT SIM.

Yes - I discovered that the email is closed. The email address is in the footer of the automated email. I tried it and got an imediate reponse that email is closed.

I tried the live chat and told them the code fails. They just gave me instructions to enter the code again. I told them *again* I had entered the code.

They redirected the chat to tech support. Tech support told me they'd escalate it and I'd get a reponse in 72 hours. Wonderful.

They did say that the new SIM had to be activiated, which it wasn't. I blame BT for this - their instruction are to unlock the phone before activating the new SIM.

I've activated the BT SIM, and the unlock code still fails with the BT SIM.

I've spent 2 hours on this.

I'll wait a few hours to see if the BT SIM works properly and try the unlock code again.

Re: Can't unlock - code fails

adamtemp64 — Sun, 30 Oct 2016 13:33:55 GMT

I ask again what phone are you using I recently had issues with a works phone that i had to do via manual entry with no sim in the phone

Re: Can't unlock - code fails

Anonymous — Sun, 30 Oct 2016 13:50:18 GMT

Thanks. It's a Motorola Moto G.

Is it possible to unlock without a SIM?

Re: Can't unlock - code fails

adamtemp64 — Sun, 30 Oct 2016 14:01:53 GMT

No only at the prompt on the handset from a search

Mine was an old samsung handset that always said invalid sim even with an activated one.

Just trying all bases to help you .

Re: Can't unlock - code fails

MI5 — Sun, 30 Oct 2016 14:12:28 GMT

STOP ENTERING WRONG CODES.
You will hard lock it forever.
The PUK is completely wrong and the 8 digit code you got back sounds wrong too - it's usually around 12 to 16 digits depending on phone.
Fill out the manual form linked to here and see what you get back.
http://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ta-p/983872

Re: Can't unlock - code fails

Anonymous — Sun, 30 Oct 2016 14:32:52 GMT

Thanks MI5.

After an hour on chat to O2 support, I realised that the PUK code is not the network unlock code. Entering that caused it to lock. They should make this clear it's not for network unlocking.

They've explained this to me and are going to reset the unlock and send another code.

From what I've seen on the internet, the network codes for Motorola are 8-digit, so I thought that the NUK code was it.

I'm waiting for the email with the new code.

Re: Can't unlock - code fails

MI5 — Sun, 30 Oct 2016 15:19:15 GMT

Just be careful before entering it and make sure it's different to what you've had so far.

Re: Can't unlock - code fails

Anonymous — Mon, 31 Oct 2016 18:33:22 GMT

they sent me a new email with the same 8-digit code. it failed.

I'm on the phone to O2 now. Been in a queue for over 20 minutes.

They really know how to hack people off.

Re: Can't unlock - code fails

MI5 — Mon, 31 Oct 2016 18:37:42 GMT

There's a good chance it's hard locked now after all the wrong attempts.

Re: Can't unlock - code fails

Anonymous — Mon, 31 Oct 2016 18:51:38 GMT

30 minutes on hold on the phone. I give up... I give up with O2 after 15 years as a customer.

I'm going to buy a new phone and put my BT SIM in IT.

Re: Can't unlock - code fails

Anonymous — Mon, 31 Oct 2016 18:55:18 GMT

@MI5 - I think you are right it is hard locked. But the phone doesn't say that and O2 haven't told me that. They just send me instructions on how to enter the code, or keep sending me the same code again and again.

I'm going to buy a new phone.

Next is porting the number to BT. I'm not looking forward to that.

Re: Can't unlock - code fails

MI5 — Mon, 31 Oct 2016 18:58:31 GMT

I think a new phone is your only option now....

Re: Can't unlock - code fails

Anonymous — Mon, 31 Oct 2016 21:01:27 GMT

@MI5

Thanks. I've a very long live chat with an O2 guru again (third time in two days).

He's assured me that the phone isn't permanently locked.

They've escalated it to Motorola. So I'm waiting for an email with either the same code with the problem fixed or maybe a new code.

I might be getting somewhere.

Re: Can't unlock - code fails

MI5 — Mon, 31 Oct 2016 21:03:40 GMT

That's good but I've no idea how he can tell it's not tbh?

Re: Can't unlock - code fails

Anonymous — Tue, 01 Nov 2016 19:42:44 GMT

I've received a third unlatch request email with the same code.

It fails...

I asked the last "guru" yesterday specifically if entering the wrong code would hard lock it and they said it wouldn't.

I waiting for the chat to open again to go round the merry-go-round again.

Re: Can't unlock - code fails

MI5 — Tue, 01 Nov 2016 19:55:28 GMT

I can assure you it does hard lock it and as I said last night, it already is.

Re: Can't unlock - code fails

Cleoriff — Tue, 01 Nov 2016 20:56:33 GMT

The guru said it wouldn't hard lock?? Good grief!