PAYG phone unlocking charges

[Nick9]

Hi,

I tried to unlock my PAYG phone - the O2 Help page states 'If you’re on Pay As You Go, your O2 phone or tablet can be unlocked at any time, for free.', but both my My O2 account and customer services say there is a £15 charge, to which I cannot find any reference.

Can anyone explain?

Thanks,

[Martin-O2 · Accepted solution]

Hey everyone, 

Thanks again for spotting and highlighting this. As you may have guessed, the page in My O2 is indeed incorrect – it should be displaying the new information you can see from this URL. We have raised this to the My O2 team who are now aware of this and will be working on implementing an update for the app to resolve this and display the correct information. Due to the timescales involved for making such changes, this unfortunately may take another week or so, but it will be changed on the next update cycle.

Thanks again for spotting this. In the meantime for anyone wanting to unlock their device, please visit https://www.o2.co.uk/help/phones-sims-and-devices/unlocking-an-o2-mobile-to-use-on-a-different-netwo... which has all the correct and most up-to-date information. 

[Jubilee]

Six months later nothings changed still saying unlock PAYG anytime for free!

[MI5]

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@Jubilee wrote:
Six months later nothings changed still saying unlock PAYG anytime for free!

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But it is free now?

[jonsie]

Is this a question or an uninformed statement?

[Jubilee]

I don't know because all the reply I got was that the phone was factory unlocked try another network SIM in it and when I did that of course it asked for an unlock code.