Unlatching unsuccessful

[R3al1]

Hi, just tried unlocking my LG G7 Thinq via myO2 and have received an email today:

I'm sorry, we have not been able to unlatch your device at this time.

The reason given is:

This is not an O2 device, it will not be possible for us to provide an

unlatching code.

I have tried different SIM cards and only O2 works, I have also had my IMEI checked which confirms it's locked to O2

Any help would be appreciated

Thanks

[Cleoriff]

@R3al1 

Did you follow this guide? Guide: Unlocking an O2 phone to use a different SIM card

If so and not working, your best bet is to try a mobile phone shop which unlocks phones. 

I see you have tried other sims, so it's the only option really.

[MI5]

@R3al1 

Is the IMEI number shown for your phone in your MyO2 correct?

[R3al1]

Just phone number under, no sign of IMEI

[MI5]

---

@R3al1 wrote:

Just phone number under, no sign of IMEI

---

That may be the issue then.

You can send a manual form where you need to type in the IMEI number yourself 

https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form

[R3al1]

Thanks just did it, says they will get back in 28 days

[MI5]

@R3al1 

Ignore the 28 days...... Should be 5 to 7 days max.

[R3al1]

Does Android version make a difference I'm on 10

[MI5]

Not at all @R3al1