Unlocking a replaced mobile

[Anonymous]

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]

Called this morning - nice chap has escalated the request... only 7 days until I go to the US...

Starting to get concerned now!

[jonsie]

Cutting it fine,  fingers crossed for you.

[MI5]

A manual request was the way it was always done previously so I'm not sure why o2 are making such a fuss about it now?

[Anonymous]

I know this is a bit of fantasy... but will I have any options if I don't get an unlocking code in time?

[jonsie]

Only via your local mobile phone repair shop though you may find it locked again after a software update.

[MI5]

Modern phones need a modification to a secured file within the system directory.
The correct unlock process will safely rewrite this file but any attempt to manually rewrite it runs the risk of completely bricking the phone.

[Anonymous]

Am I correct in thinking that even though it was a replacement from the o2 repair service that it may not originally be an o2 phone?

If that's the case [as o2 can't unlock it] even if I took it to be unlocked, don't they ask which network it is on?

[MI5]

Yes but it is still locked to o2.

[Anonymous]

OK - a day after escalation of my problem, I get an email asking me for the same info I provided 10 days ago...

"As the IMEi requested has been replaced, in order to investigate further, please provide us

1] The original purchase order
2] The original IMEI."

I'm getting a little frustrated now...

Hmmmmm

Alun

[MI5]

Have you tried the ceo's office?