LG G7 unlocking problem

[GarethH]

I can see that others have had problems unlocking an LG G7 to use with a different network as the instructions and code provided don't work. You get the message 'your phone is not personalised when you try go to Service Provider Lock and there is no option to enter the code provoded. Has anyone found a solution to this yet as O2 certainly don't seem to have one!

[Cleoriff]

@GarethH 

Our guide to unlocking is here Guide: Unlocking an O2 phone to use a different SIM card 

If you have any problems you should go instore or give O2 a call.

All numbers in this guide Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[MI5]

@GarethH 

Check the network lock screen too, not just service provider lock screen.

[GarethH]

Yes I've done that. That ones does allow me to put a code in but the codes provided by O2 don't work so I'm on try 4 out of 10

[GarethH]

Thanks, I've called customer services three times and what they have provided doesn't work. Customer services told me to call in store which I did in Bury only to be told'I don't why they've sent you here as we can't help. We just deal with sales!' So I am out of options with O2 I'm afraid.

[MI5]

@GarethH 

Is it the same phone you started your contract with or has it been replaced or repaired at anytime?

[GarethH]

Yes it is the same phone

[MI5]

@GarethH 

I'll ask @O2Lisa to help you tomorrow.

Look out for a private message around 10.00am.

[GarethH]

Ok thanks

[O2Lisa]

Morning, thanks for the tag @MI5.

I'll message you privately @GarethH and get this looked in to for you