cancel
Showing results for 
Search instead for 
Did you mean: 

Sony Xperia S unlock issues

Anonymous
Not applicable

I've had a rather bad experience of late with O2. I've been a customer for 9 years, 2 years on my current pay monthly contract, on a Sony Xperia S. As my contract was coming to an end I requested an unlock code, as I decided to switch provider. The guru's got me one within a day and I entered it. It didn't work. I went back to the online chat and they encouraged me to keep trying. To no avail. Then started 6 weeks of occasional emails and online chats with different people, who wouldn't tell me anything, or didnt seem to understand what was going on. I always asked to speak to a supervisor at various times of the day but they were always busy.

 

I then got so fustrasted I began to tweet O2 on Twitter. 6 weeks later I finally found out via Twitter my phone was deadlocked from entering an incorrect unlock code too many times, using up my network unlock attemps. Not one online chat advisor warned me of this and even encouraged me to keep trying. I asked o2 where this left me and they replied that they might be able to send it to Sony to have my handset reset - get this - at my own expense. They said if it was £20 or under they may compensate for half but in reality I shouldn't have had to pay or wait this ridiculous amount of time for a working unlock code. My partner had exactly the same phone and contract and unlocked his phone with no problem. I am now stuck with a phone that can only be used with O2 but I have already bought a SIM and rolling contract with another provider shortly before these problems arised.


As a loyal customer I was extremely disappointed at this outcome and after lengthy, exhausting to-and-fro with online advisors and twitters I am wondering would it be worth my while contacting a consumer ombudsman to hear my complaint. I feel like as a consumer my rights to change and use the phone I had paid for, for 2 years should be the least I am owed.

Message 1 of 14
6,173 Views
13 REPLIES 13

MI5
Level 94: Supreme
  • 151673 Posts
  • 649 Topics
  • 28840 Solutions
Registered:
All it would take is for O2 to authorise Sony to unlock it. There is no need for any "dispute" at all. It's a 5 min job to unlock the phone from there.....
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.
Message 11 of 14
2,112 Views

Anonymous
Not applicable
Peonies said "I started that within a day of this happening. The first email I got from complaintreviewservice@o2.com was over a month ago.



Since then I gave every detail of my case via email and seemingly the outcome is they cannot unlock my phone and it will cost me money to reset it.



I wonder whether I should now ask O2 for a letter of deadlock and take it to the ombudsman."


With respect A "dispute" now exists as I read it.

The op wants one thing.

O2 say they what they will Offer.

The op disputes o2's stance so Complaint form filled in and sent.

Please let us know how you get on.

Good luck.
Message 12 of 14
2,087 Views

Anonymous
Not applicable

I got in contact with two people from O2 and it seems that it's getting resolved and I will received a like for like swap because my phone has a fault.

 

I'm happy as long as I get a phone with the same specifications and can use a non-O2 sim on it.

 

Thanks for your support, I'll let you know of further developments.

Message 13 of 14
2,054 Views

Toby
  • 11577 Posts
  • 520 Topics
  • 213 Solutions
Registered:

Hi @Anonymous , how are you getting on with this issue?

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

Message 14 of 14
2,037 Views