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

[Infobleep]

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

[Cleoriff]

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

[viridis]

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

[PhoneDoc]

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

[MI5]

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?

[Infobleep]

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.

[Infobleep]

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

[MI5]

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@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.

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

[Infobleep]

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.

[Infobleep]

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