UNABLE TO ACQUIRE UNLOCK CODE FROM O2 FOR MY PHONE

[Anonymous]

A while back I completed the online form requesting the unlock code for my phone; this was the reply I received;

"We are really sorry that we have not provided you with the network unlatching code you requested.  

As per our findings,the handset was not bought from O2 directly due to which we are unable to find the details in our database.

In order to further investigate, Could you please confirm the Original purchase order number and original mobile phone number so that we can check from where exactly the handset was bought. Because if we gives you an unlatching code and the handset is non O2, the unlatching code provided may not work which may lead to codes supplied not working or locking your phone. Also if its an non o2 handset, you need to approach the supplier for the unlatching code who in turn will provide the code for unlocking the phone.

Kind Regards,

Back Office Support"

Today, after much searching I replyed to the email with the data as requested. This was the reply:

Hello

Thanks for your email.

Sorry - as you've not contacted us through our website, we'll not be able to reply to your email. Just to let you know we're due to shut down out email help service within the next few weeks.

For instant help, speak to us on Live Chat, where we'll try to solve your issue straight away.

If you're online between 7am and 11pm just on the link below to start chatting.

https://link.liveperson.net/click?siteId=63960994&key=9A1AA35E1021DF82

Or, if you're reading this on your smartphone, start a chat between 7am and 11pm by clocking on the link below:

http://www.o2.co.uk/mobile/contactus

We've put lots of answers to your frequently asked questions online. Why not visit our online help centre at:

http://www.o2.co.uk/help 

You can also find help, share tips and chat on our Community:

http://www.community.o2.co.uk/

Did you know you can manage your account online at MyO2? Just click:

http://www.o2.co.uk/myo2

With MyO2, you can view your bill, check your recent charges and allowances, add data bolt ons, or see when your upgrade is due.

If your phone's been lost or stolen give us a ring on 08444 909 0202, so that we can stop any unauthorised use.

Thanks

Aplogies for the wordiness of this post but as you can see most of it is O2's support advice.

My big question is how do I get the code from O2 when they are unable to source it. By the way I cannot use 202 to speak with someone as I have no network coverage and TuGo times out!!

Regards

p.s. O2 have changed some of the text due to invalid html links?!?!?

[MI5]

You need to talk to however has the phone locked - but you haven't told us that yet?

[Anonymous]

Bought at tesco phone shop on pay monthly O2, which is why I've been trying to get the unlatching code from O2. Out of desperation I'm hoping that the Tesco Phone Shop will help me as O2 cannot because I didn't buy the phone from them directly.

O2 want information on purchase and original phone number despite having IMEI, I don't have original number as never used it. Even my phone doesn't show me any phone number (but that's probably 'cos I can't access the network - coverage has died in last few months)

Will have to resort to rooting I think 😞

Thanks for all the advice, but it appears I'm just going round in circles, was on hold for 30 mins to 202 and still no human contact. Can't email the information they want as it bounces back and sadly live chat just isn't equipped outside the standard proformas.

Xxx

[MI5]

I don't know why this is proving so difficult.
All you need is the IMEI number and the phone number used on the O2 network....

[perksie]

If the phone has never been "latched" onto the network it can't as far as I'm aware be unlocked.

[MI5]

I thought it was used on O2 but with a ported in number, not the number that came with the phone?

[Anonymous]

I don't know either.

I've given them both my number and IMEI 3 times and get the same generic email.

Still waiting for a response from Tesco, but not hopeful 😞

All I want to do is try some SIMs from other networks to see which offers best network coverage, it still may end up being O2, so glad I'm doing now and not when the contract is due to expire (still got 3 months left).

It's just a bit frustrating...

[MI5]

Tesco won't be able to help as it's down to the network that locked the phone, unfortunately.

[Anonymous]

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@MI5 wrote:
I thought it was used on O2 but with a ported in number, not the number that came with the phone?

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That's the premise I'm working on

[Anonymous]

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@perksie wrote:

If the phone has never been "latched" onto the network it can't as far as I'm aware be unlocked.

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Please explain... 

[MI5]

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@Anonymous wrote:

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@MI5 wrote:
I thought it was used on O2 but with a ported in number, not the number that came with the phone?

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That's the premise I'm working on

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So, just to be clear...

You bought the phone from Tesco on an O2 monthly contract.

You ported in your number from a previous network.

You have used this phone with your O2 contract for the past 21 months?