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Level 1: Joiner
Posts: 2
Registered: ‎16-08-2018

Phone Unlock code not working

[ Edited ]

Well, well! It's now August 2018 and this issue does not appear to have been resolved. My Samsung Galaxy Note II was locked by O2 when in April I tried to insert a new SIM after an upgrade by Virgin my network of choice that I had been happily using for over a year.

O2 sent me a SIM card free of charge to insert in order to get an unlock code from them. After many chats with their call centre in India I was asked for my IMEI number and later received an 'unlatch' code. Unfortunately that code didn't work. More chats and I finally received the same code again. Still didn't work. By this time I had entered the code more than 3 times so I was locked out of the O2 network! Even more chats and they cleared the network lock and to unlock the device I received another new unlatch code by email. That didn't work either. In all attempts I had inserted my activated Virgin SIM card as instructed and very carefully entered the 8-digit unlatch code.

Long story short, O2 are now saying the manufacturer (Samsung) can't provide another code and advised me to call Samsung. Samsung say they do not have the facility to lock a device and I should contact O2. Catch 22! My Samsung is therefore locked to O2, so I can't go back to using my Virgin SIM since that makes the device ask for an unlock code I don't have. The O2 SIM does not do this.

This seems like fraudulent activity. I have threatened to report the matter to the FCA, to no avail so FCA here I come! 

Posts: 87,529
Topics: 530
Solutions: 11,112
Registered: ‎04-04-2012

Re: Phone Unlock code not working

There have been lots of unlocking problems recently which I can't help but wonder if it's to do with all O2 phones now being sold unlocked?
As no progress is been made here I suggest you raise an official complaint http://www.o2.co.uk/contactus
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), iPhone7 (EE)
Level 1: Joiner
Posts: 2
Registered: ‎16-08-2018

Re: Phone Unlock code not working

Thanks MI5. I didn't know that O2 was now selling phones unlocked. You could be right that the reason is they have been unable to resolve the issue. Not sure yet whether that weakens my case with the FCA or strengthens it. One wonders then if most people who have encountered this problem have simply given up and bought a new mobile. O2 should not be allowed to get away with it. At the very least they should supply replacement mobiles of an equivalent quality.

They should also be open about it and admit there is a problem. Instead their call centre people have to squirm while they are lying to the customers.

Posts: 87,529
Topics: 530
Solutions: 11,112
Registered: ‎04-04-2012

Re: Phone Unlock code not working

You'll need to go through the official O2 complaints system first before the ombudsman will look at it.
Follow the process onthe link I gave you.
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), iPhone7 (EE)
Posts: 71,434
Topics: 677
Registered: ‎14-01-2013

Re: Phone Unlock code not working

I thought yesterday it was coincidental that we are having a spate of unlocking problems at the same time O2 are starting to sell all their phones unlocked.

I dismissed it as being ridiculous....but there again, it does make you wonder?

*The Game Is On*


Posts: 69,682
Topics: 547
Solutions: 3,407
Registered: ‎04-01-2009

Re: Phone Unlock code not working

I'm not sure I really believe in coincidence....

Posts: 71,434
Topics: 677
Registered: ‎14-01-2013

Re: Phone Unlock code not working


@jonsie wrote:

I'm not sure I really believe in coincidence....


Nor me. It's as if they suddenly have imprinted in their brains...'all our phone are sold unlocked now, throw away the script for unlocking'

I believe @EmilieT holds the magic key now, in that she has managed to get one or two unlocked after we call for her help? Smiley Wink

*The Game Is On*


Community Manager
Posts: 4,977
Registered: ‎18-04-2018

Re: Phone Unlock code not working

Hi @Brimstone, I'm sorry to hear you've had some trouble getting your device unlocked. If you reply to my Private Message with a few more details, I'll get someone to look into this for you slight smile

 

Thanks @Cleoriff for the mention!

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Posts: 71,434
Topics: 677
Registered: ‎14-01-2013

Re: Phone Unlock code not working

No problem @EmilieT  Go and work some magic tongue winking

*The Game Is On*


Level 1: Joiner
Posts: 2
Registered: ‎11-11-2014

Re: Phone Unlock code not working

im having the exact same problem!! can u help?