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?

[Anonymous]

So from what I'm reading, they are unlocking the 5s and presumably the 5c using the online form?

[jonsie]

Seems to be hit & miss depending on whether you have paid off the phone. Best option is to submit the form and post your findings back.

[Anonymous]

These are my findings...

> Dear Ernestas Kaminskas
>
> Thank you for your iPhone unlatching request for IMEI 3585440510*****.
> The mobile number that you provided is 07513******.
>
> I'm sorry, we have not been able to unlatch your iPhone at this time.
> The reason given is:
>
> Sorry, you have not passed our security checks with the information that
> you have provided. Kindly check that you have provided the correct
> information.
>
> Thank you,
>
> O2 Customer Service

The phone is paid off, and i filled the form completely. The customer service is horrible, and this entire unlocking business is complete garbage and a waste of time and nerves for customers. Heck, if the monthly plans weren't so bad on O2 I would stay with them, but network 3 has the same plan for £10 that O2 has for £21, not to mention free 4G upgrade with 3.

[perksie]

Maybe Toby could check this out for us and clarify the situation about unlocking?

[perksie]

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@Anonymous wrote:

The phone is paid off, and i filled the form completely.

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Had the phone been used on the O2 network as if not it won't be registered to the network?

[Anonymous]

I've inserted a sim that was activated in store, I made a few calls here and there and waited 48 hours as it was suggested somewhere on the forums.

I've filled another unlock request form in spite, and also sent a complaint form highlighting the issues.

[Anonymous]

I have absolutely the same as you.after that I did try to contact with the customer service and they me to go to carphonewarehouse as I bought from them.At the carphone warehouse ,staff said they cannot and don't unlock phone and told me to go back to O2..?!?! Until now I don't know how to sort it out.
I have to blame myself that decided to do contract with O2. Not very impressive at the first time with them.
If O2 customer service read my message ,please tell us the true why you cannot unlock iphone 5s while other network can do for their customer.Please do as you said on your website that customer can unlock at any time free of charge.

[jonsie]

Try the complaint process here:

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28Rel...

[Anonymous]

Any update on the above - I've had the same issue with mine when I go through the unlock request form.

[perksie]

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@Anonymous wrote:

Any update on the above - I've had the same issue with mine when I go through the unlock request form.

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Have you paid for the phone yet?