Unlatching iPhone 6

[Anonymous]

I have recently submitted the unlatching request for my iphone6 that I had been using for over 6 months now. The unlatching did not go through. Therefore, I spoke with the O2 Helpdesk. Shocking enough, the O2 customer support guy informs me that O2 has stopped unlatching the phones until the phone is fully paid. Well, is that not an important information that should be highlighted when an existing iphone customer is upgrading?

Withholding such information is just as good as fraud. Especially putting the customers in a situation when they are travelling abroad. What does O2 expect? People would use their service on exorbitantly high roaming tariff?

With this kind of integrity, I see you losing a lot of returning customers.

[Cleoriff]

Hi @Anonymous  I agree you appear to have been misinformed when you bought the phone..and this is a change in policy I was unaware of...

Have you tried to unlock it yourself using this guide?

http://community.o2.co.uk/t5/Other-Products-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-card/td-p/540294

[perksie · Accepted solution]

Nothing hidden about this or fraudulent: http://www.o2.co.uk/help/phones-and-devices/unlocking-your-iphone-and-using-it-on-another-network

[viridis]

Technically, when you upgrade you are primarily buying an airtime contract and the iPhone is regarded as a device to use that airtime with.
As the airtime contract is for 24 months, by using the device for that period would pay off the device in full and allow it to be unlocked.
So why the need to not allow unlocking as the customer is contracted to pay off the device?

[Cleoriff]

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@perksie wrote:

Nothing hidden about this or fraudulent: http://www.o2.co.uk/help/phones-and-devices/unlocking-your-iphone-and-using-it-on-another-network

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I agree @perksie  but numerous posts on here after the last iPhone launch indicated that they would be unlocking them after 6 months. In fact one or two posted that they had unlocked theirs in March or thereabouts?....

[perksie]

These conditions were always there to be read, if people choose not to...........

[Anonymous]

That is why, there are people involved in the selling process. To advice the customer on the usage and features. Otherwise, ATMs and websites would be enough. Companies who want to hide behind negative font sized terms and conditions, need to be brought into customer's scrutiny.

[perksie]

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@Anonymous wrote:

 Companies who want to hide behind negative font sized terms and conditions, need to brought into customer's scrutiny.

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I have no idea what "negative font sized terms" are this has been there for you to read, a customer service agent can't spend a couple of hours reading all this out to every customer for obvious reasons.

If you choose to deal with a company without checking for yourself it's really your responsibility.

We have been having this discussion in the forum for many years as well and the issue is well known. 

[viridis]

But it's not usage or feature
It's a request to use the device (which you don't fully own until paid for) on a different network.
They have the right to deny that request. When paid for, they do not.
Whether right or wrong it's the technical fact.

[MI5]

As you are on refresh (I assume) you can choose to pay off the handset and just continue with the airtime bill each month. This will allow you to get the handset unlocked now instead of waiting.