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?!?!?

[Anonymous]

My thread here http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Unable-to-get-an-Unlock-code-from-O2/td-p/597232

[perksie]

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@Anonymous wrote:

My thread here http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Unable-to-get-an-Unlock-code-from-O2/td-p/597232

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Your case is different so it will help if you stick to your own thread as it avoids confusion.

[Anonymous]

Oh my gosh, I have just checked my emails and exactly the same response verbatim with the poor grammar too!!!!!! 

I've emailed them back, very doubtful I'll get a human response, it'll probably be the same as the last one!!!!

Being patient but still an unhappy user lol

[Anonymous]

Just been stoenwalled again by the automatic email response!!!!!

Not a happy user at all 

Your cercustances are slightly different after reading your thread http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Unable-to-get-an-Unlock-code-from-O2/td-p/597232 but very similar.

I bought my phone via Tesco Phone Shop and never used the number it came with as I got the PAC and stayed with my own.

Will try live chat again!!

If not then will certainly generate a complaint xx

[adamtemp64]

so it is tesco that has to unlock yours then!

The issue is that as they use the same network (o2) they work on both but it came from tesco and only they can unlock it (from what I understand)

[MI5]

Vague as "coming from Tesco" could mean a Tesco locked phone or a O2 phone bought from Tesco....?

[adamtemp64]

@mi5 if bought on o2 network it would unlock like one bought on o2 via cpw i.e. still an o2 phone.

[MI5]

Yes indeed.... The vague bit is what the phone is exactly, ie Tesco or O2 locked....?

[Anonymous]

my head is mince I tell ya.... don't think live chat lassie got what I meant, it'd be nice to be able to just reply to the email so I can answer their questions lol

[Anonymous]

Been on hold for 20 mins

Even emailed Tesco Phone Shop, might get a response from them before human from O2