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LG G7ThinQ unlock

DavidQ
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Hi. Been trying for about 2 weeks now to get my now fully paid phone unlocked. 1st attempt was via myo2 app and I received email stating "This is not an O2 device, it will not be possible for us to provide an unlatching code." The phone is locked though as I placed a non O2 SIM into the phone and it states "network locked". Now to be honest customer service have not been great as they state it has been escalated to the "other team" to investigate the issue. My issue is I have no faith in any response. Can anyone help me out here with some ideas or next steps?
Message 1 of 10
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Cleoriff
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@DavidQ 

Our unlocking guide is here

Guide: Unlocking an O2 phone to use a different SIM card 

However, if you have already tried that I will ask our managers for help

@Marjo @Martin-O2 @LukasB ?

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Message 2 of 10
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gmarkj
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Have you checked it is locked by putting in a different provider sim?

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

Message 3 of 10
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DavidQ
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Yes. I mentioned this in my original statement.
Message 4 of 10
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gmarkj
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Sorry, you did.
Where did you get the phone from originally?
Do you still have an active pay monthly contract with o2?

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

Message 5 of 10
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LukasB
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Hey @DavidQ just checking on you. Do you still have the issue with unlocking your phone? I could get one of our Gurus to take a closer look if you are still having trouble with this.

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? login to My O2 for help


If you'd like to take part, why not register? slight_smile
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Message 6 of 10
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DavidQ
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@LukasB yes I still have issue. Still no unlock code provided. @gmarkj it was from O2 as an upgrade from previous phone. I don't have active SIM now as I left O2 at contract end (3 weeks ago approx)
Message 7 of 10
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LukasB
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Hey @DavidQ I will send you a pM on here as I will need some infos from you.

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? login to My O2 for help


If you'd like to take part, why not register? slight_smile
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Message 8 of 10
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gmarkj
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If you had an o2 sim running then it would be an easy fix.
As @LukasB has got involved he might be able to sort it @DavidQ, so I'll leave you in his hands...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

Message 9 of 10
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LukasB
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Hey @gmarkj yes I am on it! We raised a case and are in touch with LG wink

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? login to My O2 for help


If you'd like to take part, why not register? slight_smile
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Message 10 of 10
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