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O2 Won't unlock my old phone

Tilleytoo
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My mother bought an Iphone from O2, on a contract a few years ago.  The contract ended and she moved to another provider.  Now she has given me the old handset.  I've had it on a Tesco sim card, which is O2, so everything has been fine.  Now I want to change to a different provider, but the phone is locked to O2.  I have now phoned customer services 4 times to ask them to unlock it.  The first person told me 72 hours. Nothing happened. The second person told me she'd escalate it, 72 hours. nothing happened. The third person told me o2 couldn't do it, go to tesco. Tesco told me no, go back to O2.  The last person at o2 barely spoke English, but I think finally filled in another form and told me to wait 7 days.  I have written a complaint, but the automated message says now wait 7 days.  Why can't they just send me the unlatching code? (My mother has spoken to O2 as well and we have made a call together, so they have all the security details)

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MI5
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@Tilleytoo 

Guide here Guide: Unlocking an O2 phone to use a different SIM card 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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MI5
Level 94: Supreme
  • 127410 Posts
  • 614 Topics
  • 22123 Solutions
Registered:

@Tilleytoo 

Guide here Guide: Unlocking an O2 phone to use a different SIM card 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Tilleytoo
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I had a phone call back from the complaints department and they sorted it straight away.

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pgn
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Persistence pays off, @Tilleytoo - and well done on getting a return call from O2, a rarity! 👍

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