Can't unlock - code fails

[Anonymous]

I'm trying to unlock my phone.  I need to move to BT becuase their coverage is much better where I need it.

The MyO2 "manage your device" page give a 8-digit PUK number.  I tried this but it didn't work.

I clicked the "unlock my device" link and and 2 days later an email came with another 8-digit code.  This didn't work either.  

Every time I try, the phone displays "Network Unlock request unsuccessful", and prompts for the code again.

Am I doing something wrong, or is the code wrong?

I've forwarded the email to mycare@o2mail.co.uk, I'll see what they come back with.

[MI5]

Rarely  ?

[Cleoriff]

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@MI5 wrote:

Rarely  ?

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Well I would say never...though there are the occasions when you and I clash on certain things... so if I say never wrong...that would mean I am (and that aint gonna happen pal )

Lets put it this way. @MI5 is never wrong on technical issues

[MI5]

Close enough for now

[Anonymous]

The saga continues...

I made a written complaint and O2 upheld it and replaced the phone.

They replace my G1 Moto with a G3 Moto.  They also credited my account with £15 to cover the unlock fee for the new phone.  

I claimed back the £15 credited to the account and used it to top-up the new phone.

So far so good.

I mmediately got a text message saying that the I had the £10 big bundle and that £10 had been deducted from my balance.  So the £15 was immediately reduced to £5 - not enough to unlock the phone.

I stewed for a few days then decided instead of complaining again I'd just top-up another £10 and get the unlock code.

Now every time I try to use the web top-up I get the "500 error - something went wrong".  I see that the 500 error has been covered on this forum, but there doesn't seem to be a solution.

So, O2 are getting another letter.  I've found that written letters are the only way to get results out of O2. 

[MI5]

Try topping up with a voucher and change your tariff if you don't want a bundle.

[Anonymous]

I'd forgot to mention that as part of the phone replacement they'd sent me a PAYG SIM and , meant as a temporary throw-away just to register the new phone and unlock it.  The SIM was on the £10 Big Bundle tariff, so the first £10 was debited straight away.

Anyway,  I topped-up £10 dialling 4444.

I got the unlock code and unlocked it.  My phone is now with BT.

I'm not going to complain again and ask for the £10 back.  I'm just glad to be free at last.

[MI5]

Glad you're sorted.

[jonsie]

I not sure why you would think they will give you the £10 back if you are no longer with O2 but I do wish you luck.

[Anonymous]

Hi, could you tell me what address you sent the complaint via post as I'm in exactly the same situation and my phone appears to be frozen.

Apparently a MCK code would clear the block but unsure...

My phone is a s7 edge

[MI5]

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@Anonymous wrote:
Hi, could you tell me what address you sent the complaint via post as I'm in exactly the same situation and my phone appears to be frozen.

Apparently a MCK code would clear the block but unsure...

My phone is a s7 edge

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Complaints process is detailed here http://www.o2.co.uk/how-to-complain