Unlocking an iPhone bought from Carphone Warehouse?

[Anonymous]

Hi all,

I upgraded at Carphone Warehouse last week to an iPhone 6 Plus with a 5GB 4G contract.

Can O2 customer services unlock this iPhone for me? I'm unsure as it came from Carphone Warehouse and not directly from O2.

Thanks

[Anonymous]

I assume this is due in part to the move away from o2 staff to subcontracted staff from Capita??????

[Anonymous]

So I went ahead and sent the unlock request to O2 and received this reply;

"Hi,

We are unable to process your request as currently we do not unlatch iPhone 6+ handset.

Kind Regards,
Admin Services"

I'm going to guess that this was actioned outside the UK based on the language/grammar.

I've now sent this reply and copied in complaints review service;

"Hi,

Regarding the attached email which I received today about the unlocking of an iPhone 6 Plus handset. The O2 website states that;

"We won't be unlocking iPhone 6 or iPhone 6 Plus for a while. We're prioritising our stock of these devices for customers who want to use them on the O2 network."

I sourced my phone from Carphone Warehouse, this device was not supplied by O2, therefore based on the wording above there should be no restriction on it being unlocked.

I would appreciate either an unlock code being expedited or this matter being escalated to an appropriate level."

I'll keep you posted on how this goes.

[MI5]

As expected 😞
Keep on at them as I don't think they have a leg to stand on legally

[jonsie]

Good luck but I think you will have to keep pushing them or even go through the complaint link at the foot of the page....

[Anonymous]

I followed this up with a call to customer services. I verified that I was talking to O2 staff and not agency staff. The advisor relayed the policy and I asked for the matter to be escalated. His manager again relayed the policy to me and refused to accept that my phone fell outside this policy as it was not supplied by O2. I've no choice now but to escalate it via complaints review but may send a separate complaint to the CEO email address.

[Cleoriff]

I think their so called 'get out' clause will be that although CPW supplied the phone, it IS on the O2 network

If O2 have that rule I can't see them be willing to bend it (as actually CPW sold that phone on behalf of O2)

I could have this wrong of course but that's my take on it...

[MI5]

They just make the rules up as they go along tbh.....
No sense in it esp 5 months after launch

[jonsie]

Another month should see them unlocking it then....

[Beenherebefore]

---

@Cleoriff wrote:

as actually CPW sold that phone on behalf of O2

I don't believe CPW act as device selling agents for O2 but they may act as agents for network service. 

O2 would need to have supplied CPW with that device for them to have any contractual association.

[viridis]

O2 don't legally have a leg to stand on here.