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

[MI5]

All the best Malc

[Anonymous]

Well if live chat pull this off for you I'm sure you'll be pleased.

Looking forward to a good update. 😄

[Anonymous]

Hi I forgot to mention that I have kept copies of all the live chats I have had and drafted a letter of complaint to send to O2 and Offcom. Hopefully we will all benefit if O2 get their act together.

[MI5]

Our main concern here is getting you sorted out, but anything that helps in the future can only be a good thing

[Anonymous]

As we have said repeatedly on this forum before. OFCOM will NOT be able to assist you. They do not deal with members of the public. 

[Anonymous]

Offcom must have a mail box dsomeone will read it. There is always my local MP too.

[Anonymous]

I would recommend you and any others thinking of going to OFCOM look them up. In brief:

OFCOM deal with industry complaints, not consumer. They will take written communication buy will only step in if huge numbers complain.

IF you decide to complain you MUST follow o2's complaints procedure first. You must then await o2's FINAL RESPONSE. (Please note by complaint I do not mean contacting o2 customer services and complaining there).

Once you have your final response from o2, or if 8 weeks have elapsed from when you made the o2 COMPLAINTS team aware of the issue, can you then refer to the Ombudsman.

Save yourself the pain, no point going via OFCOM.

[Beenherebefore]

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@Anonymous wrote:

Offcom must have a mail box dsomeone will read it. There is always my local MP too.

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OFCOM will investigate only if there are sufficient similar complaints concerning the same provider.

[Anonymous]

To complain formally to o2 (after trying to resolve issues through CS) you need to:

1. Send an email (is easiest) giving full FACTS of the complaint trying to leave emotions out is advised.
2. complaintreviewservice@o2.com is the email address to use
3. O2 will send you a confirmation of receipt email within 24 hours.
4. O2 will review your complaint. They may make contact with you for more info or to discuss the issues and hoped for outcomes.
5. If o2 can resolve they will advise how. This is typically taking between 10 and 20 working days.
6. If you are happy with the outcome. RESULT
7. If you are not happy o2 will advise you how to refer the matter to the Ombudsman.

That is the correct procedure. Any other way round is unlikely to resolve your query any quicker or better.

Good luck

[Anonymous]

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@Beenherebefore wrote:

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@Anonymous wrote:

Offcom must have a mail box dsomeone will read it. There is always my local MP too.

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OFCOM will investigate only if there are sufficient similar complaints concerning the same provider.

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Correct @Beenherebefore but they will only deal with industry complaints. They won't deal with an individual complaint even if an investigation is launched.