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Level 1: Joiner
Posts: 6
Registered: ‎02-05-2021

LG G7 unlocking problem

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!
Posts: 101,775
Topics: 770
Registered: ‎14-01-2013

Re: LG G7 unlocking problem

@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

*The Game Is On*

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Posts: 117,598
Topics: 576
Solutions: 16,515
Registered: ‎04-04-2012

Re: LG G7 unlocking problem

@GarethH 

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

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 1: Joiner
Posts: 6
Registered: ‎02-05-2021

Re: LG G7 unlocking problem

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
Level 1: Joiner
Posts: 6
Registered: ‎02-05-2021

Re: LG G7 unlocking problem

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.
Posts: 117,598
Topics: 576
Solutions: 16,515
Registered: ‎04-04-2012

Re: LG G7 unlocking problem

@GarethH 

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

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 1: Joiner
Posts: 6
Registered: ‎02-05-2021

Re: LG G7 unlocking problem

Yes it is the same phone
Posts: 117,598
Topics: 576
Solutions: 16,515
Registered: ‎04-04-2012

Re: LG G7 unlocking problem

@GarethH 

I'll ask @O2Lisa to help you tomorrow.

Look out for a private message around 10.00am.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 1: Joiner
Posts: 6
Registered: ‎02-05-2021

Re: LG G7 unlocking problem

Ok thanks
Posts: 498
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Kudos: 74
Solutions: 18
Registered: ‎08-03-2017

Re: LG G7 unlocking problem

Morning, thanks for the tag @MI5.

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

My working hours are Monday 08:00 - 18:00, Tuesday - Friday 08:00 - 14:00
Any messages sent outside these time will be responded to on my return.
Thanks Smiley Happy

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