o2 phone locked

[Catherineernx]

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

[Bambino · Accepted solution]

@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.

[Cleoriff]

@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.

[jonsie]

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

[EmilieT]

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

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

[Catherineernx]

Hi all!

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

[EmilieT]

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