unlocking iPhone from giffgaff/O2

[Anonymous]

My son gave me his old iphone4 at christmas, the contract on it with O2 ended in 2012, his wife has been using it on Giffgaff and I need to get it unlocked to use on my 3 account, I requestd an unlock on the 28th December and was promised it would be done within 72 hours, I have been on live chat for over 5 hours during the last 5 days, being passed from one department to another and being asked the same questions over and over again. could someone please tell me how to get the phone unlocked, I have sent a complaint by email to O2 but it will take 7 days for them to respond, any help from this forum would be appreciated,  as my old sim will deactivate shortly and my new microsim will not fit in my old phone. thanks

Malc

[Anonymous]

Live Chat is ok for low level general non account related enquiries.

[MI5]

Fairly typical of live chat unfortunately 😞

[Anonymous]

But that isn't the process that is in place...and if the request has been declined then it needs escalating...managers will deal with it, as they should. This is information given to me by a manager. 

[Anonymous]

Ring 202, if that is the problem. There are other things they can ask. 

[Anonymous]

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@Anonymous wrote:

But that isn't the process that is in place...and if the request has been declined then it needs escalating...managers will deal with it, as they should. This is information given to me by a manager. 

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We've heard before of different departments of O2 not singing from the same hymn sheet. 

Out of interest what levels of managers are there ? Department Heads etc that a customer can ask to speak to. Are you a manager in O2 rosadosc ?

[Anonymous]

The OP has stated they are unable to call 202 as they are deaf and have multiple hearing aids.

Another example of why Live Chat should be removed. It is not what I call Customer Service and the OP deserves better.

[Anonymous]

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@Anonymous wrote:

Ring 202, if that is the problem. There are other things they can ask. 

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Maybe the issue that exists with this is as indicated in the opening post....

"any help from this forum would be appreciated, as my old sim will deactivate shortly and my new microsim will not fit in my old phone. thanks"

so time is of the essence. 

[MI5]

You also cannot ring 202 from a PAYG phone, which is all the op has now....

[Anonymous]

I belong to the customer services team, yes. 

When I said  managers, I meant  team leaders. As you can imagine the operations managers don't really speak to customers. In nearly 14 years I've seen it happening may 2 or 3 times... 

But bottom line we have set processes in place for pretty much every situation there is, and on this occasion, customer services process does forsee a lot of different security questions and on pay monthly, there's a set list of questions to ask, and they don't involve any dialled numbers. So use the old and original contract used to take out the handset and your son should make the call as he was the account holder. 

[Anonymous]

Hi all 

I have been on live chat again from 1904 till 1934, this guy asked me to ring a number from the phone and credited me the £0.25 to leave my account at £15 balance, he said he had re requested the unlock and it would be done within 72 hours, So hopefully the next time I post it will be to tell you it is sorted. I am a very laid back person but this has been trying my patience but I won't give up, I am 70 years old, I had a heart attack 12 years ago and a triple bypass 10 years ago, so I can't afford to get stressed. thank you all for you help so far.

Malc