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
Check the network lock screen too, not just service provider lock screen.
Is it the same phone you started your contract with or has it been replaced or repaired at anytime?
I'll ask @O2Lisa to help you tomorrow.
Look out for a private message around 10.00am.
Track usage, upgrade and get support with the My O2 appDownload My O2