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Level 1: Joiner
Posts: 2
Registered: ‎15-04-2019
Accepted Solution

o2 phone locked

Hi, 

 

I used to be on a contract but just paid the rest of my device plan to switch to PAYG. In order to switch to PAYG, I had to write to customer service, then call and even had to go to one of the store. I said that I was paying the rest of my device because of moving country - I'm currently in Hong Kong. I've tried to add a Hong Kong SIM but that didn't work as my phone is locked. I've tried logging into my account but I can't see where I can unlock my phone via the Myo2 account. I'm quite annoyed because no one told me this would be a problem, even after having spoken to at least 3 different people and explaining the reason for why I would cancel my monthly contract for PAYG. 

 

If someone has an idea on how to solve this it would be brilliant. I'm on a complete different time zone so you can imagine as well how hard it is to actually speak to someone from customer support.

 

Thanks

Level 63: Greatness Assured
Posts: 12,363
Registered: ‎31-03-2010

Re: o2 phone locked

@Catherineernx  See if this link helps: https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1...

If not, best time to contact customer service is 8-8.30 am UK time.

I DO NOT WORK FOR O2

Posts: 71,544
Topics: 677
Registered: ‎14-01-2013

Re: o2 phone locked

@Catherineernx 

 

Follow @Bambino's advice above, though if you struggle and as you are in Hong Kong, I will mention @EmilieT here. She may be able to help more quickly.

*The Game Is On*


Posts: 69,761
Topics: 547
Solutions: 3,407
Registered: ‎04-01-2009

Re: o2 phone locked

Being overseas presents a problem in itself. Hopefully @EmilieT can assist you. 

Community Manager
Posts: 5,008
Registered: ‎18-04-2018

Re: o2 phone locked

Good morning @Catherineernx, and welcome to the forum! Did you get a chance to loo through the guide @Bambino shared above? It should outline how you can put an unlocking request through, in My O2 or via other methods. 

 

We can look into it on our end as well if you need further help, but usually it's easier to do so if you've at least put a request through, that we can try and get processed faster. Let us know how you're getting on with this please Smiley Happy

 

Thanks for the mention as weel @Cleoriff and @jonsie!

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Level 1: Joiner
Posts: 2
Registered: ‎15-04-2019

Re: o2 phone locked

Hi all!

 

All sorted now - had to outreach to o2 though as following the online process didn't work for me. Thanks

Community Manager
Posts: 5,008
Registered: ‎18-04-2018

Re: o2 phone locked

That's great news, thanks for the update @Catherineernx! I hope you have a great time in Hong Kong as well grin

Access for You: Registration - Find out how to register for our Access for You service.
iPhone 11 megathread! - Find out the latest info on the i Phone 11!
Priority gig tickets calendar - Check out the latest tickets available on Priority!
Welcome to O2! - New to O2? Find out all you need to know to get started!


If you'd like to take part, why not register? Smiley Happy
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