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]

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@MI5 wrote:

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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?

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Summarised perfectly

[MI5]

So my previous statement stands - It should not be difficult to resolve this and I have no idea why it is proving to be.....

[Anonymous]

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@MI5 wrote:
So my previous statement stands - It should not be difficult to resolve this and I have no idea why it is proving to be.....

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And guess what... just out of madness I put a different SIM in just now... it's not locked!!!!!!!! Despite being told it was when I bought it. New SIM shows Pay & Go EE number and honestly I'm a numpty!!

Thanks again so much for the help etc xxx

[MI5]

Well yes, that would explain it 

[perksie]

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@Anonymous wrote:

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And guess what... just out of madness I put a different SIM in just now... it's not locked!!!!!!!! Despite being told it was when I bought it. New SIM shows Pay & Go EE number and honestly I'm a numpty!!

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Not so unhappy now then?

[MI5]

happyuser 

[Anonymous]

Maybe a bitty happier, still leaving O2 though as network coverage has deteriorated over the last few months.

It would have been nice for the boffins to recognise my phone wasn't locked let me know rather than cycling through the same old questions.

Again thanks for the discussion

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@MI5 wrote:

happyuser 

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[perksie]

Never accept responsibility for anything, that's always best!  

[Anonymous]

To be honest it's to do with communication;

no network

not able to reply to questions I'm asked in emails sent from O2

difficulty getting a direct answer

mind I'm all on the side of the employees, they're only doing their jobs and have been courteous on live chat without fault, it's just the system that's at fault

P.S. Vodafone SIM trial - network full bars in comparison to 'not registered on network' from O2

[perksie]

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@Anonymous wrote:

To be honest it's to do with communication

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Two seconds to pop in another sim to check it needs no help from anyone.