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?

[jonsie]

Maybe we can get some sort of confirmation that they will do this. No reason to doubt you at all @Anonymous but we haven't heard of anyone being successful yet....

[Anonymous]

For some reason, that we haven't figured out yet, they don't seem to want to do it although they have the tools to do it...we don't know why?!

[jonsie]

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@Anonymous wrote:

For some reason, that we haven't figured out yet, they don't seem to want to do it although they have the tools to do it...we don't know why?!

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So the customer bears the consequences? Doesn't seem right at all!

[Anonymous]

That's why we don't get it....It's not exactly a good customer experience...Now and again CS Managers manage to help but it doesn't always work and they shouldn't really have to....

[jonsie]

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

[perksie]

I've never heard of it and it clearly states on their website that iPhone 6 will lock to the first sim used.

 https://selfhelp.carphonewarehouse.com/SelfHelp/request.do?view%28%29=c%7B298975a0-1faa-11df-4872-f2...

[jonsie]

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@perksie wrote:

I've never heard of it and it clearly states on their website that iPhone 6 will lock to the first sim used.

 https://selfhelp.carphonewarehouse.com/SelfHelp/request.do?view%28%29=c%7B298975a0-1faa-11df-4872-f2...

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Not heard of it myself @perksie until @Anonymous mentioned it in a different thread. 

[perksie]

That link also says they don't unlock phones at all.

[Cleoriff]

I personally think if it was custom and practice for CPW to unlock phones, we would have heard about it on here a long time ago? Probably they can do it...and may have done a favour for a customer once or twice but I wouldn't start advising anyone of this unless I had it in black and white. Not being negative... I am just saying. the last thing we need to do is start telling people this will be a service CPW provide..

[jonsie]

The exact reason I'm querying it?