Help - I can't unlock my phone to use another sim card

[Anonymous]

Hi everyone,

I bought my Samsung Galaxy S2 more than a year ago together with a pay&go sim card. I recently tried to unlock my phone with the unlatching code I received after filling out the necessery form.

My probleme is: It simply does not work. I inserted the non-o2 uk sim and tried to enter the code, but I always receive a fault message saying that there occured a probleme during the unlocking process.

I already conctacted the o2 uk customer service several times, also the Samsung customer service in england and germany (since I moved to germany). But it just seems like no one knows what the problem is. They basically just send me around in circles, hoping that someone else takes care of the probleme.

So please, does anyone know what to do (except buying a new phone...)?

Thanks,

Jan

[Anonymous]

I'm not sure why they would say speak to Samsung.

As you've found out Samsung wouldn't entertain helping with a network locked handset.

All the manufacturers as far as I'm aware carry the same response.

[MI5]

O2 have the ability to unlock this phone for you. I don't know why it's proving difficult but you just have to push it with them. As I said ask for it to go to the escalation team (not normal CS).

[Anonymous]

You could use this form to escalate the situation.


Complaint Form.
http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28Rel...

[Anonymous]

Sadly it seems even they don't know what to do either. I have the feeling it can go on for a while since I got this response from the tech team:

"You will need to contact Samsung and advise that O2 have requested an unlatching code which is, and advise this isn't working. Samsung will look into this for you and issue a new code."

Since I already know that Samsung does NOT look into this I am just getting really annoyed now. I think I'll just have to go one level above the normal escalation team as well.

[Anonymous]

Ditto, I have exactly the same prob and have been waiting since the beginning of oct , apparantly it has been escalated but obviously the speed at which resolution occurs does not change!!!!! Took me 2 and half hours to get connected on chat and then they cut me off! 30 mins waiting time on the phone which now is an 0845 number. Call me old fashioned but Why would you sell a phone that nobody in the company know how to unlock???

[jonsie]

To be fair, O2 request the unlock code from Samsung. If the unlock code doesn't work it is either a problem with the code or with the input process. Samsung or O2 should be able to explain how to input the code or maybe go instore for assistance.