Deliberatively obstructive? Unlocking farce...

[TigerWont]

I'm on Day 6 of my "mission" to get my old iPhone 6S unlocked and about to lose the plot.

My original request submitted online through the MyAccount link was unfortunately "lost" depite receiveing the confirmation screen that it had been received. No email or text confirmation, though, should have raised a flag. A new request (via Chat) went in on Wednesday (with no email/text confirmation either) and a follow-up call on Thursday (after 24hrs) said I had to wait 72hrs before anyone could escalate anything. That was then. Today is Saturday.

My first contact with O2 via chat informed me that there had been a technical glitch and that I would just have to just wait. I requested an escalation and they said they would have to "find" a manager. Nothing happened so I gave up.

A call to support (a real person) confirmed that there must have been a delay but that they would need to talk to another team and wait up to another 72hrs for a response. 

After spending 40mins persuading O2 to give me my PAC code last week (they didn't want me to leave), I can only assume that this unlocking procedure is similarly obstructive, even deliberately so. 

It's a pity as I have been a happy O2 (and previously Cellnet) customer all my life. Now totally fed up and just amazed at the incompetence.

Anyone else had similar experience?

Next stop OFCOM.

[MI5]

There are problems with unlocking current and @EmilieT is helping out on here.
She will contact you on Monday.

[Bambino]

@TigerWont It isn't deliberate obstruction, but O2 have been having a problem with unlocking phones for weeks now, maybe even longer. It's obviously a technical problem, but they don't seem to be in a great rush to get it resolved, which is pretty appalling. Unfortunately, you are one of many.

[Cleoriff]

As @EmilieT is on annual leave now, I will tag @Marjo or @Martin-O2 to see if they can help instead..:smileywink:

[TigerWont]

Thank you!

[TigerWont · Accepted solution]

10pm - just received a text confirming the phone's unlocked.

[MI5]

Someone’s working overtime

[jonsie]

They've got the powers of a Ninja

[Cleoriff]

That's a bit of a shock. Nice but surprising....