Phone unlocking

[Anonymous]

Does anybody have any advice about getting O2 to actually react to an unlock trequest. I am considering making a complaint to the industry governin body as soon as I locate  their contact details.

So far o2 has told me they cannot unlock my iPhone when I don't have one, mine is an LG phone, they have told me my security details don'y match twice, so I canged my passcode and they still do not reconise it.

I am considering just going the illegal way and getting my phone unlocked by a phone shop!

Amazing abysmal quality of servoce. 

[MI5 · Accepted solution]

Calm down and we'll take this a step at a time.
Firstly log into your MyO2 http://www.o2.co.uk/myo2 and go to Device details or Manage device.
Have a look if the phone details listed match your phone (Model and IMEI number) and if so just press the button to unlock the device.
If this fails, come back and we'll go to next step.

[Anonymous]

Completely agree with your comments. I am getting very frustrated with O2 supplying me with a PAC code. I was advised by 'Neha' that it would take a maxinmum of 7 days to unlock but that he/she would do everything they could to expedite the process.

It's now the end of the seventh day, I haven't received the email with the PAC code, have had a day off today so I thought I'd follow through on this issue but here's been no one available on the O2 Chat (Received the message: "All our agents are currently busy - please try again later" on each of the 5 times I tried to log on) and theres been a minimum of 39 minutes wait on the telephone contact queue. Feels like I've been relegated to the "Ex-O2 customer-lets-not-bother-to-even attempt-to-assist-them-in-any-way" category.

This is a very poor customer experience. 

I will never consider returning to O2 in future.

[Cleoriff]

Hi @Anonymous Sadly O2 are experiencing difficulty with all their systems (or so it appears) so things may move a little more slowly than normal...Not what you want to hear but those are the facts...

[MI5]

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@Anonymous wrote:

Completely agree with your comments. I am getting very frustrated with O2 supplying me with a PAC code. I was advised by 'Neha' that it would take a maxinmum of 7 days to unlock but that he/she would do everything they could to expedite the process.

It's now the end of the seventh day, I haven't received the email with the PAC code, have had a day off today so I thought I'd follow through on this issue but here's been no one available on the O2 Chat (Received the message: "All our agents are currently busy - please try again later" on each of the 5 times I tried to log on) and theres been a minimum of 39 minutes wait on the telephone contact queue. Feels like I've been relegated to the "Ex-O2 customer-lets-not-bother-to-even attempt-to-assist-them-in-any-way" category.

This is a very poor customer experience. 

I will never consider returning to O2 in future.

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Just to let you know that a PAC won't unlock your phone.

A PAC is your port auth code which allows you to move your number to another network, you should receive this immediately and it is regulated by Ofcom.

An NUK (network unlock code) is not regulated and is at the discretion of the network. O2 don't block these requests so if you are having trouble, try following the advice I gave above.

[Anonymous]

hi.i actually have the same problem  i would like to unlock a sony and it keep failing the securty..so i rang up to be told my  phone can not be unblocked no mather im o2 pay monthly costumer as i bought from third party...???i thought im paying o2  montly not the third party whre i bought from...im not impressed at all Amy

[MI5]

Unfortunately we are told that is o2's new rule - no unlock unless you bought from them directly.