Unlock iPhone 5S on the Refresh Tarriff

[Anonymous]

Hey guys!

I took out a new refresh contract with the iPhone 5S. I needed it unlocked as I need it for use on two networks, when I enquired about the unlock on live chat, I was told they would unlock the handset, but only after the phone plan had been paid in full.

I then called customer services to check this information was correct, and I was assured it was, so paid the phone plan in full, went back to live chat, and they submitted a unlock request.

The next day - an email arrived from 'back office support' stating they are not yet authorised to unlock iPhone 5S handsets!

I spoke to customer services again who stated that was incorrect and passed it back through! Im a little worried as I dont want it to go past my cooling off period and then they say that cant do it! 

Anyone here in the same boat or successfully had your iPhone 5S unlocked?

[Toby · Accepted solution]

Hi guys,

So, the information given regarding unlocking the iPhone 5s on Refresh is correct.

Thanks for flagging the experience as it has highlighted that the process was not aligned across all channels. 

This has now been fedback and the process is being updated.

[Anonymous]

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@Anonymous wrote:

Live Chat which are outsourced Non Uk callcentres are certainly causing some issues recently.

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Cannot stress how much of an issue this is - not just with O2.

For some reason some bafoon sitting in a boardroom decided it would be a good idea to have FRONT LINE SUPPORT representing a company who quite simply have no idea and cannot communicate effectively with customers.

It gives the company such a bad name, yet they all seem to be moving this way with both online and telephone support.

The mind boggles!

[MI5]

Agreed.... We've be saying it for some time and try to push back the correct info through the community managers where appropriate.

[jonsie]

Training improvement is something that O2 say is ongoing but we are seeing no evidence to support any improvement in the advice being given.

[Anonymous]

Are O2 not legally obliged to unlatch the iphone when the contract is paid off ie pay phone side and then cancel airtime ?

[jonsie]

No not legally.

[Anonymous]

Which information ? That O2 will not unlock it after paying of the refresh contract ?thats to Toby

[jonsie]

They will unlock the phone at your request once the initial 'non-unlock' period has passed. This was after around 6 months on the iphone 5 launch.

[Anonymous]

It just seems strange to me that you can pay off your contract and then have to ring back in six months time to get it unlocked

[Anonymous]

O2 your live chat is neither use nor ornament

info: Welcome to O2. Someone will be with you soon.
info: You're through to 'Matthew'
Matthew: Hi there. My name's Matthew I am an O2 Sales advisor, how can I help you today?
martyn : Hi if I buy the iphone 5s when can I get it unlocked as I'm away soon
Matthew: I'll be happy to help you with that.
Matthew: Martyn, Currently we don't have any updates on it.
martyn : That info doesn't help me
Matthew: Martyn, Since we don't have any updates how can I help you with that.
martyn : Lol but your the company rep you should know if I can get the unit unlocked or not
Matthew: I'm sorry I cannot comment on that as we don't have any updates on it yet.
Matthew: Otherwise I would have definitely helped you with that.
info: We'll email a copy of your chat transcript to