Unlocking an O2 phone to use a different SIM card.

[MI5]

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Note: please refer to an updated version of this guide in our How-to Guides section, here. 

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If you want to use your O2 contract or PAYG phone with a SIM from another network, ie a local SIM when on holiday, you will need to release the network lock.

If you have a monthly contract it is free to get your phone unlocked.

Any phone can be unlocked (with the exception of the iPhone immediately after launch - see website for details of when these can be unlocked).

All you need to do is submit this form https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form taking care to enter the correct details. Pay attention in particular to the security question as this is the most common cause of failure.

PAYG phones need to have been on the network for at least 12 months (iPhone is the exception here again which is anytime subject to the above restriction for new models).

There is a £15 unlocking fee on PAYG and the phone needs to be registered on the O2 network, so, if you have just purchased a phone off eBay for example, insert a PAYG SIM and top up £20. Make a few calls to register the phone and ensure you have at least £15 credit remaining then fill out the form as above https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form

Business users can also submit the form for a free unlock.

Once the form is submitted it can take upto 28 days to receive the unlock code but it is usually much quicker - Typically within 7 days.

You will receive the code with instructions on how to complete the process with your specific handset, but in general, you insert a non O2 SIM card and enter the code when prompted.

Note: Unlocking the phone does not relieve you of any contractual obligations. You still need to complete your minimum term as agreed.

[jonsie]

Never heard of that policy unless its payandgo and that won't be unlocked for 12 months.

Just how many times have you entered this code?

If they have given you the correct unlocking code it doesn't matter what their policy is, it would unlock the phone with a non-network sim in it.

[MI5]

Double check that the phone is actually locked too....?

[Anonymous]

The phone is definitely locked and O2 Customer Services are adamant it's the right code (they're checked it's the right IMEI and unlock code)

I've lost track of how many times I've entered the code now - somewhere between 6 & 9 times... so one more incorrect entry could hard lock the phone.  I'm waiting until the month is up and then I'll take it back to the Guru who gave me that advice.

In the meantime I was so angry with O2 I cancelled the airtime contract and paid off the phone - that may have been a mistake as I may now be stuck with a useless phone?!

[MI5]

There is no way they can control the code not working until after a month - They have given you the wrong code or it is being entered incorrectly.

[Cleoriff]

"Can't be unlocked in the first month"......where did that come from?....

[Anonymous]

AN O2 Guru instore.

I reported the problem on O2s website and was told to either ask the manufacturer (they told me it's down to the network) or speak to an advisor in store (he told me to wait).

Have I been lied to AGAIN? It seems clear that O2 have no idea what's wrong with the phone and just keep changing their story.

[MI5]

They need to replace the phone for you with one they can unlock.
It is illegal to refuse an unlock if you meet the requirements.

[jonsie]

There is definitely no 'one month' rule so yes, lied to.

[Anonymous]

This isn't really a surprise...

First they said they'd call me back in 48-72 hours. They didn't.

Then I was told my problem had been 'escalated' and it'd take 5-7 workin days. The response I finally got was 'take it up with the mnufacturer or take it to a store'.

Sony tell me they can't help; only the network can deal with ulocking requests.

In store I was told to wait another couple of weeks and request a new code.

It looks like it's just a faulty phone...

[MI5]

Nothing wrong with phone, in all likelihood, it's just O2's inability to get it right.