Solved: Can't unlock - code fails - Page 2

Anonymous · ‎30-10-2016

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.

Anonymous · ‎31-10-2016

they sent me a new email with the same 8-digit code. it failed.

I'm on the phone to O2 now. Been in a queue for over 20 minutes.

They really know how to hack people off.

MI5 · ‎31-10-2016

There's a good chance it's hard locked now after all the wrong attempts.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎31-10-2016

30 minutes on hold on the phone. I give up... I give up with O2 after 15 years as a customer.

I'm going to buy a new phone and put my BT SIM in IT.

Anonymous · ‎31-10-2016

@MI5 - I think you are right it is hard locked. But the phone doesn't say that and O2 haven't told me that. They just send me instructions on how to enter the code, or keep sending me the same code again and again.

I'm going to buy a new phone.

Next is porting the number to BT. I'm not looking forward to that.

MI5 · ‎31-10-2016

I think a new phone is your only option now....

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎31-10-2016

@MI5

Thanks. I've a very long live chat with an O2 guru again (third time in two days).

He's assured me that the phone isn't permanently locked.

They've escalated it to Motorola. So I'm waiting for an email with either the same code with the problem fixed or maybe a new code.

I might be getting somewhere.

MI5 · ‎31-10-2016

That's good but I've no idea how he can tell it's not tbh?

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎01-11-2016

I've received a third unlatch request email with the same code.

It fails...

I asked the last "guru" yesterday specifically if entering the wrong code would hard lock it and they said it wouldn't.

I waiting for the chat to open again to go round the merry-go-round again.

MI5 · ‎01-11-2016

I can assure you it does hard lock it and as I said last night, it already is.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cleoriff · ‎01-11-2016

The guru said it wouldn't hard lock?? Good grief!

Veritas Numquam Perit