I have been trying to unlock my iPhone X for several days now. I bought it secondhand and popped my Virgin Mobile SIM card into the device, only to tell me that the SIM is not supported. I learned that the device is locked to O2, so I began investigating into the unlocking process with them.
Today, I recieved the free O2 SIM card I ordered in the post. I immediately attempted to unlock the device by entering the IMEI into the unlock request form - I recieved an email shortly after, which said:
"I'm sorry, we have not been able to unlatch your device at this time.
The reason given is:
The IMEI - XXXXXXXXXXXXXXX has not been used on our network with the MPN
provided, so it will not be possible to unlatch it."
I then topped up with £10 worth of credit, before making a couple of calls to ensure that the device was activated on the network. I attempted to fill in the unlock request form again, only to be told that I had already submitted the device for unlocking and I seem to be unable to make another request.
I've tried to get in contact with O2 customer support but this has been completely impossible, which is maddening and frustrating to say the least! I do not want to use O2's services and I want to unlock my phone immediately.
You need to call O2. All numbers in this guide
Advice from an O2 Guru regarding a way to get through:
When you call, you will be asked for the reason you are calling,
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to an advisor.
Press Upgrade, Lost/Stolen or Fraud if you have to.
8am is the best time to call