Unlocking

[MrsFox]

I have tried a couple of times to unlock a second hand iphone 8plus. I have put a pay as you go sim in and topped up £10 and made several calls.

None of them have worked i get a message back saying

I'm sorry, we have not been able to unlatch your device at this time.
The reason given is:

The IMEI - ***************has not been used on our network with the MPN
provided, so it will not be possible to unlatch it.

I just read something about £15 top up but also that it is free? 

Any help would be appreciated

TIA

[MI5 · Accepted solution]

@MrsFox 

Help here Guide: Unlocking an O2 phone to use a different SIM card 

Make sure the phone updates in your MyO2 http://www.o2.co.uk/myo2 then use the link from the device details to unlock, but try a different sim first as it may not be locked.

[MrsFox]

Thanks for the reply
Updates to what? In my 02 under my device it list the phone number and an unlock link, when I access the link and enter the imei number it says already submitted for unlocking. The phone is definitely locked to o2

[MI5]

@MrsFox 

Does the IMEI number of the phone match your MyO2 also?

Can you connect phone to iTunes on your PC?

[MrsFox]

where would i find that? I am using the 02 webpage >my02> my device all i can see is the phone number listed. I can connect it to itunes on my pc yes

[MI5]

@MrsFox 

It should give the IMEI number u Der device details and if it doesn't match the phone you are trying to unlock it will fail.

You can also call customer service to give the IMEI manually Guide: How to find help & contact O2 

[MrsFox]

I will try that, Thanks