Locked iphone

[Robster]

My son's iphone was lost and reported to o2. The phone was then found pay as go sim inserted and works. Now tried to use it with o2 monthly sim and it says no service and phone not allowed. Many calls and live chats with o2 who say they will unlock it but still not working. Please can anyone offer any help

[MI5]

It needs the IMEI block lifting, not unlocking.
When you call O2 make sure you are asking for the correct thing.

[Cleoriff]

@RobsterInfo on unlocking here https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1...

Though it sounds as if O2 need to lift the bar on the phone when you reported it lost..

[Robster]

Thanks for the replies. Two times o2 have said it has a bar on it and they will take it off but could take 24 hours. Now been a week and nothing.

[Cleoriff]

@RobsterYou just have to keep persevering with Customer services I'm afraid. Only they can lift the bar.

[MI5]

You'll have to keep trying customer service.
I'll tag @EmilieT too in case this is something our community guru can help with?

[Robster]

Whilst it was our fault the phone had to be barred surely it can't be this difficult to fix.

[MI5]

It shouldn't be but it's the usual problem of finding someone in customer service who has any idea what they are doing.
They probably read "locked phone" and process a network unlock rather than an IMEI block, which is why I said you need to spell it out to them.

[jonsie]

Maybe make a complaint if they don't remove the bar in the next 24 hours

https://www.o2.co.uk/how-to-complain

[EmilieT]

Hi @Robster, good to hear you found that lost phone but it's a shame you can't use it properly. I'll send you a PM (Private Message on the forum) to see if there's any way we could help speed this up