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]

Guru, lol

[Anonymous]

Do the O2 staff actually read this forum?

Here is part of the transcript of the last live chat

ME: I entered the PUK several times thinking it was the unlock code
ME: Then I got the real unlock code from O2 and it fails
O2 GURU – : Be assured that PUK do not lock phone, it locks the SIM
O2 GURU – : Lee, have you inserted a Non O2 SIM in the phone ?
ME: yes - I have an activated BT SIM
ME: it asks for the code. i enter 32216366 and it says it was unsuccessful. it asks for the code again and again.
O2 GURU – : Have you checked that you are able to make calls and text from this SIM because unlocking will only complete if you put a working SIM ?
ME: it is a working SIM - I have tried it in a different phone.
ME: someone told me that entering the wrong code too many time permanently locks the phone - is this correct?
O2 GURU – : If you enter the unlock code(not PUK) more than 3 times then code gets locked not the phone
O2 GURU – : How many time you have used this code ?
ME: many many times!
ME: could I have a different code?
ME: O2 keep sending me the same code 32216366
O2 GURU – : Have you many time you have received this code ?
ME: O2 have sent me two emails with the same code

it went on like this for 45 minutes last night.

[MI5]

Mate, you're wasting your time.
The guru is wrong I'm afraid - you entered the PUK as the unlock code, if the phone was asking for the PUK he would be correct, but it isn't and he's wrong.

[Anonymous]

@MI5

I think you're right.  I'm just on a mission now to get O2 to acknowledge that they're wrong.  I'm probably wasting my time with that too.

The PUK codes and the network unlock codes for this model are the same 8-digit format, so I thought they were they same.  I didn't know that PUK was for something different and that entering it would permanently lock the phone.  

I was simply entering the codes O2 were giving me, and it's killed my phone.  That's the point.

I'm going to try phoning them this morning.  People say that it's easier to get through in the mornings.  I just want them to admit it.

I'm going to make a formal complaint (letter in the post).  I know I'm not going to get the phone unlocked and I'm leaving them after 15 years anyway.

[MI5]

Unfortunately ^^^ that is the reality of the situation.
Just sell it as locked to o2 and get another phone when you move.

[Anonymous]

@MI5 - Thanks - you've been more help than anyone at O2.

I'm taking your advice and getting a new phone.

I want to make one last-shot complaint before I leave.  Live Chat is down this morning. It was down all yesterday evening too.  I phoned this morning and the message said the wait time is over 30 minutes.  

So the only way to contact them now is an old-fashoned letter in the post.

TalkTalk have a reputation for the worst customer service, which makes me wonder how bad they are if they are worse than O2.

Do O2 ever reply to these forums?

[MI5]

@Toby is our forum Manager who is the closest you'll get to an official o2 employee but the forum is run independently of 02. He can help though with contacting o2 if required.
Your best option now would be an official complaint, the link for which is on the contact page http://www.o2.co.uk/contactus

[Anonymous]

@MI5

You, sir, are vindicated! 

I've just spoke on the phone to my *fourth* "guru" and they said they previous person was wrong and the phone is borked by entering the PUK code three times.

She went though the previous chat transcripts and said she would feed this back to them.

I was sure it was knacked, but I wanted them to say it.

She said there's a slight chance a factory reset might unlock it.

I had to use the new appointment system, and booked this call over 24 hours ago.

They should make it clear on the site that the PUK codes are not for unlocking, especially as the PUK code is next to the unlock my phone link.

[MI5]

Yes, I can see how that could be confusing.
Are they going to replace the phone for you now?

[Cleoriff]

Great to hear @MI5is vindicated. He is rarely wrong @Anonymous