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Anonymous
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Four Requests through customer service and still no SIM network unlock PIn

Hi There,

 

I don't know if anyone can help with this. I'm out of my two year contract and I looked on the website and o2 say they'll provide the network sim unlock free of charge. I have a galaxy S2. Requested using the form on the website twice and through customer service phone number twice. Each time I've received the email saying I'll get the network unlock pin within ten days but nothing, apart from the last time when the lady said I'd get it within 72 hours or I'd get an email/phone call saying why I wouldnt get it. That 72 hours was up today and still nothing. I even tried to respond to the mycare email using the address they stated but that just generates a response saying to call the help line. 

 

I called Samsung to ask them and they said it needed to be requested by o2 but the guy on the line said that the,"get this a lot with o2" and perhaps I should ask on the customer boards as they seem to be better than the phone helpline or web form requestes.

 

I just want someone to either do what they say the are going to do or say that they can't do it and that the policy on the website is wrong. Either way they shouldn't mislead people by giving a timescale that they clearly cannot keep to. Pretty disappointing really as o2 used to be great but they now charge top prices for packages and can't back it up with their customer service.

 

Sorry for the rant but does anyone have any advice or a recommendation for where I can get the phone unlocked. I even went to OFCOM to their advice line but the o2 number that's on the OFCOM website for the o2 helpline is no longer in service.

 

Any help woud be greatly appreciated. Cheers

Anonymous
Posts: 0

Re: Four Requests through customer service and still no SIM network unlock PIn

[ Edited ]

Hi and Welcome to the Community Forum,

 

 

I don't blame you being frustrated with this.

 

You've followed the procedure and expect a reasonable outcome , nothing wrong with that.

 

Your undrstanding of the unlock process is sound.

 

Its free for a Contract Customer and £15 for a PAYG Customer and should be easily achieved by filling out the unlock form https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form

 

Perhaps filling out the complaint form may further your issue.

 

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

 

 

Anonymous
Posts: 0

Re: Four Requests through customer service and still no SIM network unlock Pin

Hi There,

Thanks for the fast response. I'll try that complaint form.

Hopefully that'll do something

Thanks again

Anonymous
Posts: 0

Re: Four Requests through customer service and still no SIM network unlock Pin

Your very welcome.

 

Take care.

 

Smiley Happy