Solved: Re: Unlocking a replaced mobile - Page 3

Anonymous · ‎01-08-2016

Hi,

I recently had my LG G4 die whilst on a weekend away in Liverpool - took it to the o2 shop [in Liverpool] and they sent it away for repair - it actually came back and was a replacement G4.

As my other G4 was unlocked [going away to the US in 3 weeks and will be using a different sim for the holiday] I thought I'd get this one done.

Followed the My o2 app route and I get a text saying it cant be done - the subsequent email said

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.

Contacted Customer Services via online chat and was eventually told to take it back to the store I got the replacement rom as it was originally purchased from a store.

I've had the replacement since Thursday so I think it should have registered with o2 by now - do I go to my local o2 store and ask them or will they tell me to just contact o2?

Cheers

Alun

Anonymous · ‎19-08-2016

I haven't but I'll give anything a go as I really need my phone unlocked for my US trip - what do I need to do?

Cheers

Alun

gmarkj · ‎19-08-2016

Google the CEO of o2 and get his email address.
CC him (or his office) into the response also detailing the history of the issue.
Historically it has helped to speed a resolution...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

MI5 · ‎19-08-2016

We're not allowed to give out the email address, hence the request for you to Google for it.
It's not us being awkward

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎19-08-2016

I understand completely - not hard to find though, is it

gmarkj · ‎19-08-2016

Apologies for not explaining why the google (Thanks @MI5!!).
Agreed, which makes it all the more daft.
Hey ho...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

Cleoriff · ‎19-08-2016

@Anonymous wrote:

I understand completely - not hard to find though, is it

No it's not....

Veritas Numquam Perit

MI5 · ‎19-08-2016

No, not at all 😛

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

jonsie · ‎19-08-2016

Don't forget there is a new CEO and Ronan has rode into the sunset counting his millions!

Click Here For Social Media Support Links VirginmediaO2THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS

MI5 · ‎19-08-2016

Google has updated its info and now shows Mark Evans as ceo

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

jonsie · ‎19-08-2016

Yes correct but there are many links to Ronan Dunne still showing. Just wanted the OP to be aware.

Click Here For Social Media Support Links VirginmediaO2THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS

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