Unable to unlatch phone - insufficient credit for unlatch fee

[Anonymous]

I topped up my pay as you go o2 account to make sure I had £15 of credit to cover the unatch/unlock fee using £12 in rewards and a further £10 using web top-up.

I checked my balance using the o2 app before submitting an unlock request, which was £22.01.

I submitted x2 unlock requests in total - after the first failed I submitted a 2nd request.

I have just wasted 1 1/2 hrs on web chat trying to get this resolved in which I was told repeatedly that I didn't have enough credit (>£15).

I am extremely frustrated now and after asking to speak to a manager on web chat I don't believe it was in fact a manager I was speaking to.

I need this sorted ASAP as I am going on holiday where I will use a local service provider prepaid SIM.

[Anonymous]

The 2nd probably failed because there wasn't enough credit on the phone after the first fail. Are sure that the phone is locked to o2?

[MI5]

Has any money been taken yet?

[jonsie]

Ask customer service where the credit has gone. Maybe data has been used by background apps? 

[Anonymous]

I have checked and I still have a balance of £22.01

When I insert a non-o2 SIM card (Bell Canada) I am prompted for a SIM network unlock PIN.

I have verified the Bell Canada SIM card is recognized in my old phone that I unlocked in 2015.

[MI5]

You would be best advised to call http://www.o2.co.uk/contactus
or submit the forms again, as nothing seems to have happened.
https://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-S...

[Martin-O2]

Hi @Anonymous can you provide an update on your situation? Have you managed to get your handset unlocked?