Unlock phone from o2 problem

[afiifafiifa]

Asked my phone to unlock but failed:

"Dear A

Thank you for your unlatching request for IMEI . The 
mobile number that you provided is 075.

I'm sorry, we have not been able to unlatch your device at this time. 
The reason given is: 

This is not an O2 device, it will not be possible for us to provide an 
unlatching code.

Thank you, 

O2 Customer Service"

Got this LG G4 for replacement from O2 when the first one died. Locked to O2. Tried with hungarian sim, Not working. How can be locked to O2 sim but in the same time not able to unlock?

[Cleoriff · Accepted solution]

Hi @afiifafiifa 

Did you folllow the advice in this thread? https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1...

Have you tried another UK sim in your phone?

If you have tried all this and are still having problems I will ask @EmilieT  one of the community managers to help.

Welcome to the forum by the way

[afiifafiifa]

thx

[MI5]

O2 have told us emphatically that insurance replacements will be unlocked by themselves.
I would call 202 to explain.

[jonsie]

Have you tried another sim card? 

[MI5]

Apparently tried with a Hungarian sim card.

[jonsie]

Ok @EmilieT  then maybe. 

[EmilieT]

Hey @afiifafiifa, and sorry to hear you're having some difficulties with your phone! I can certainly get someone to take a look at what's going on for you - I'll just need a few more details first so I will send you a Private Message on the forum shortly

Cheers for the mention and advice guys @Cleoriff @MI5 @jonsie