NETWORK UNLOCK UNSUCCESSFUL

[Anonymous]

OK, quick background to the story. Current O2 customer for over a decade. 

I live and work in Germany and was back in the UK in February 2014 on a works course and decided to get a new mobile. Samsung S3 Mini, £130 on PAYG, a lot cheaper than in the German shops. I told the sales person I was based overseas and would be using it on a German network until I return permanently in the Summer. She said it was a simple process to unlock and could do it over there. 

So I'm back in Germany, I've topped up my UK O2 sim card to pay the £15 unlock fee, filled in the network unlock request online and two days later receive an email with said unlock code. I put in my German T mobile sim card. This is where it starts...

Network unlock unsuccessful. I don't try it any more times as it mentions 3 failures leads to a lock, of what kind I'm not sure.

After speaking to the (cough, cough) "Gurus" I'm ready to tear my hair out.  

Firstly they're telling me they can see that it has been unlocked. Liars!

Then they say need to use a UK network signal for the code to work. News to me!

Then as the phone is less than 365 days old I cannot unlock it on PAYG yet. Fine, why have you processed my application and taken my money then?

I suspect getting a refund under Distant Selling Regulations or the Sale of Goods Act is like getting blood from a stone?

[Anonymous]

Hi.

You should get a refund.

As you say a payg phone in O2 has to have been used for a year before an unlock is allowed.

The iPhone being the exception unless it's just been released so it's typically 6 months after launch.

Either speak to CS first for a refund and if no joy escalate it here http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

O2 help link http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

http://community.o2.co.uk/t5/Other-Products-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-ca...

Credit to MI5

Edit to correct CS number.

[jonsie]

It's always been the case that a P&G phone has to be on the network for 12 months before O2 will unlock it because of the subsidy. If you have been told otherwise and they have taken the unlock fee from the credit you should follow the complants procedure :

O2 | Complaint

[MI5]

As they have provided you an unlock code and taken the money one has to assume they have "missed" the fact that it is not been on the network for a year. However, it does mean that you will have to do the unlock whilst in the UK. You will most likely also find that you will need to use the O2 sim card to make around 5 to 10 mins of calls to deactivate the region lock on the phone (software dependent)....

[Anonymous]

Another option would be to obtain the refund and engage a standalone mobile phone shop or flea market trader to unlock it for you for a small fee.

Take a non O2 SIM card with you just to pop it in to ensure the unlock to all networks has been successful.

Let us know how you get on.

[MI5]

The danger of doing as above is that the phone will relock after a factory reset if not unlocked correctly by IMEI number.

[Anonymous]

Not in my experience of having my previous phones unlocked this way before @MI5 ,but I submit maybe some have had issues.

[adamtemp64 · Accepted solution]

To the op

1 202 is no use to you as that is for contract customers 4445 is your contact number or +44 7860 980 202 from abroad but will cost

2 you need to follow the full complaints process before going to complaint review service http://www.o2.co.uk/how-to-complain

3 the info on unlocking payg is on the website and states 12 months http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

4 you may have a claim against the shop staff for misselling but it will be hard to prove

[MI5]

As far as Android is concerned (which is the format in question here) the market stalls "hack" the EFS folder (dangerous in itself). If a factory reset is subsequently performed the EFS folder is replaced by the system default which is not "hacked" and therefore phone is not unlocked. This may also wipe the IMEI from the folder rendering the phone unable to register on a network.
The only workaround to this is to root the phone and make a backup of the EFS folder which can then be over written back to system\data\data folder after the reset.....

[anticpated]

I wouldn't be messing with the EFS file system, as this as said is a primary part of the hardware setup.Boot,System and driver partitions can be replaced easier.

Take heed. XDA says this difficult.

http://www.xda-developers.com/android/backup-and-restore-your-efs-folder-on-samsung-devices/