Absurd Unprofessional Service

[Anonymous]

In my02 there is a link to unlock my phone, I click on it and submit the request only to get a text 24 hours later saying I can't but they'll send an email with a further explanayion, That email tells me its because I don't have an i-phone (well done 02, good observation skills) and that I should go back to my02 and resubmit the request. Guess what, I get an error message telling me that I can't complete the request as one has already been made. Ok so I re-read the email which tells me to email them at mycare@02mail.co.uk. I do this only to get a futher email saying they have closed this service - aaaaaagh! Ok we'll try live chat but its busy. Does anyone at 02 actually follow the customer's journey, apparently not.

[MI5]

What phone do you have and where did you get it from?
It may not actually be locked (usual scenario for strange error messages) have you tried another sim in it?

[gmarkj]

Agreed that the service is a little disjointed @Anonymous, but as stated above some phones are not locked in the first place.
Try another sim and see what happens - if you get signal it is not locked, if you get an error than you will need to try again.
Further help here: http://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1014131