O2 VIA 'UNLOCK MY PHONE' ON MY DEVICE, CARPHONE WAREHOUSE PLUS O2 SHOP WON'T UNLOCK MY PHONE!!

[SHARCODY]

I purchased a SAMSUNG GALAXY S7 mobile on a monthly contract from CARPHONE WAREHOUSE in JUNE 2016 and am out of contract.

I now want to have it unlocked so I can use any network/SIM.

I contacted Carphone Warehouse online via CHAT and they told me they didn't unlock phones and to go into the shop where I bought it and they would help....they couldn't!

THEY advised me to go online to O2 chat where they could help me....they couldn't!

THEY advised me to go into MY02 account and click on UNLOCK MY PHONE.

I did this and received a message said they would get back to me with instructions via email.

TURNS OUT THEY CAN'T DO IT EITHER!!

I've just received a text from them saying:

'Thanks for asking us to unlatch your device. We're sorry we can't do this for you, we've sent an email to explain'

The email from o2 referrals says, 'I'm sorry, we have not been able to unlatch your device at this time.

The reason given is:

'THIS IS NOT AN O2 DEVICE, IT WILL NOT BE POSSIBLE FOR US TO PROVIDE AN UNLATCHING CODE'

Thank you,

o2 Customer Service.

WHAT!! HOW THE HELL IS IT NOT AN 02 DEVICE!!

WHAT I WANT TO ASK IS:

HOW IS IT NOT AN 02 DEVICE WHEN I BOUGHT IT AS AN 02 NETWORK PHONE AND HAVE BEEN USING THE 02 NETWORK ON IT FOR 3 YEARS!!!

WHERE DOES THIS LEAVE ME NOW AS NO ONE IS WILLING/ABLE TO UNLOCK MY PHONE FOR ME!!

I'M AT THE END OF MY TETHER AS I BOUGHT THIS PHONE IN GOOD FAITH AND NOW THEY ARE ALL WASHING THEIR HANDS OF ANY RESPONSIBILITY!

Can anyone on here advise where I should go from here as I am at a loss what to do about this and I want to have my phone unlocked asap and don't want to have to purchase another phone to enable me to use another network..

ANNOYED

Belfast

Northern Ireland.

[MI5 · Accepted solution]

Carphone Warehouse phones are not locked. Just replace your SIM.

@SHARCODY 

[Bambino]

@SHARCODY  I'm puzzled as to why CPW didn't just tell you that the phone is already unlocked if you bought it from them?

[Anonymous]

I thought all CPW bought phones were unlocked as standard 

[pgn]

Have you tried a Sim card from the network you want to move to in the S7 yet? 

Betcha it works... 

[jonsie]

Only iphones locked to the first sim from CPW. That no longer applies either I believe.

[MI5]

Hopefully @SHARCODY is all sorted now