Help! Daughter put old O2 sim in to her new EE iPhone 6.

[Anonymous]

Got brand new iPhone 6 last monday having been unable to get similar deal with O2 now my 2 year contract is up. Now locked new iPhone to O2 (getting sim not valid message when put EE sim into iPhone) - tried to request unlock by O2 but they don't do iPhone 6 yet. Then tried to explain this was done in error and phone is not theirs but belongs to EE - first directed to ask EE. Sent back to O2. O2 then directed me to Apple. They say its O2. Apple also suggest I cancel! An easy mistake to make but what do I do now?
Have another O2 contract which I have just renewed for 12 months. Customer service giving different advice every time. How do I escalate this to a higher level?

[MI5]

We've queried it before and never got confirmation.
O2 used to have a system to unlock any iPhone but I don't know if they still have it or not.

[jonsie]

I personally still advise people to go through the network the phone is locked to.

[Cleoriff]

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@jonsie wrote:

I personally still advise people to go through the network the phone is locked to.

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And in this particular instance I am hoping the OP has returned the phone and cancelled the contract.All within the cooling off period of course...

[jonsie]

Hopefully not told them why. .....

[Cleoriff]

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@jonsie wrote:

Hopefully not told them why. .....

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mmmmmm...there is that. Funny how that never even occured to me...I must be a real devious person

[Anonymous]

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@jonsie wrote:

In your experience @Anonymous had anyone had their phone unlocked by CPW? 

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sorry, missed your comment from before @jonsie, and the answer is yes. Managers from our side having to speak with manager's from their side,to remind that they can do it they need/want to.

More than once, last one about 3/4 months ago,maybe?

[jonsie]

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@Anonymous wrote:

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@jonsie wrote:

In your experience @Anonymous had anyone had their phone unlocked by CPW? 

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sorry, missed your comment from before @jonsie, and the answer is yes. Managers from our side having to speak with manager's from their side,to remind that they can do it they need/want to.

More than once, last one about 3/4 months ago,maybe?

I bow to your experience @Anonymous....but it seems you have to get managers involved then, so how is the average customer supposed to get it unlocked?

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[MI5]

I can't imagine the networks would be too pleased if CPW unlocked phones willy nilly, so I guess that's why managers need to get involved, which kinda makes it all pointless.
I assume the system that CPW have, if anything, is solely for their own repairs and resetting of devices whilst refurbishing and not for normal public enterprise.

[Anonymous]

I agree and that's why they have the system, but it should be used to clean up their own messes.

On this one, O2 is being asked to do their job. They didn't educate the customer properly, they should have told them the phone was locked to the contracted network and warn them about the sim lock. Now the result is the op being passed from pillar to post and a phone that cannot be used!

Great customer experience!

[Cleoriff]

So...all the way round the houses...take it back and cancel contract...:smileywink: