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Level 2: Apprentice
Posts: 8
Registered: ‎28-07-2019
Accepted Solution

Unlocking from O2

A little over a month ago I purchased a Sony Experia from somebody who had owned it since new some 12 months or so ago, and I want to use a different network sim in it. I have followed instructions to set up a My O2 account using a PAYG card and follow the unlock link. So far I have tried this 5 times and each time received an automayed email as follows.....

 

Hi,

Your unlatching request has been completed. Unlatching instructions :

The code you require for IMEI No - xxxxxxxxxxxx is as follows:-

xxxxxxxx

For Unlatching Sony Ericsson Devices;

- Power on device with a non O2 UK SIM card
- The device shows: "SIM network unlock PIN"
- Enter the unlock code NCK for the network lock and press "Unlock"
- Device will pop up a message "Network unlock successful"

Thank you,

O2 Customer Service

 

I have also spoken with Customer Services 3 times and each time they have told me 'we will escalate your query to our back office' but again I receive automated emails with a whole line of X's.

 

Has anybody else experienced this problem and if so how did they overcome it? I have to say I'm glad I want to use a different network because so far Customer Service and experience have been sadly disappointing from O2!!

 

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Posts: 100,145
Topics: 546
Solutions: 12,716
Registered: ‎04-04-2012

Re: Unlocking from O2

@Piran 

You haven't said what the problem is?

Does the code not work?

Do you get different codes 5 times?

Have you tried a non O2 SIM in the phone?

If you have tried 5 times with the wrong code, the phone will now be hard locked to O2 forever.

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)
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Level 2: Apprentice
Posts: 8
Registered: ‎28-07-2019

Re: Unlocking from O2

Hi and thanks for picking up on this. The problem is that none of the 5 emails contained a code! I didn't substitute any numbers or letters for the x's in the text I copied in to my post, that was exactly as I received them so I haven't entered anything in the the phone yet.

 

I have tried another network sim (Sky) but the message Sim not supported popped up.

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Posts: 100,145
Topics: 546
Solutions: 12,716
Registered: ‎04-04-2012

Re: Unlocking from O2

When it said “sim not supported” did it ask for a code?
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)
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Level 2: Apprentice
Posts: 8
Registered: ‎28-07-2019

Re: Unlocking from O2

Yes it did MI5

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Posts: 79,896
Topics: 572
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Registered: ‎04-01-2009

Re: Unlocking from O2

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Community Manager
Posts: 6,831
Registered: ‎23-07-2014

Re: Unlocking from O2

Thanks for the tag @jonsie !

Any luck yet with the unlocking since you last posted @Piran ? Happy to take a look if you're still stuck! Smiley Happy

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Level 2: Apprentice
Posts: 8
Registered: ‎28-07-2019

Re: Unlocking from O2

[ Edited ]

Hi Marjo and thanks for getting in touch.

 

No I'm no further forward. I have spoken with the the previous owner and he tells me O2 have confirmed to him that the handet is no longer registered in hs name and no longer connected with his My O2 account. He is also badgering O2 CS to help me.

 

Sorry I meant to mention, I only have one more attempt left before the handset itself becomes locked - that is my fault because I misunderstood the first two emails I received from O2 which were exactly the same as the one I copied on to my initial post.

 

Hope you can help......please!!!!

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Community Manager
Posts: 6,831
Registered: ‎23-07-2014

Re: Unlocking from O2

Ok @Piran , let's have a closer look. Smiley Happy I'll drop you a private message here on the forum to get a few additional details shortly. Hang in there!

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? See if the My O2 how-to guide will help


If you'd like to take part, why not register? Smiley Happy
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Level 2: Apprentice
Posts: 8
Registered: ‎28-07-2019

Re: Unlocking from O2

So by way of an update, Marjo was able to get an O2 customer service advisor to give me a call yesterday (thank you Marjo), a lovely lady called Nicola. Nicola had a 15 digit code for me to use which I did but when trying my Sky card in the phone afterwards, the message comes up 'SIM is locked by operator' and I'm unable to make calls using the Sky SIM. Because 3 attempts have now been made (first unsuccessful attempt by previous owner in an effort to sell phone as unlocked, the second by me upon receiving my first email from O2 with a line of x's and now the third using the O2 code) I'm concerned the handset itself is locked. Nicola did warn me that for O2 to get the handset unlocked they need the manufacturer to provide a code which could take up to 6 weeks! It does still work with the O2 PAYG SIM put back in.

 

Thanks to everyone for at least moving this forward to where I am now with it but any other thoughs or suggestions please let me know!