Seriously fed up now!

[Anonymous]

Hi all, 

This is pretty much my last attempt at getting a meaningful response out of O2.

Basically, I'm coming to the end of a 2 year contract (9 days left) and I want my phone unlocking (it's an S2).

About 3 weeks ago I filled in the online form and the next day I got an email saying:

As per our findings,the handset was not bought from O2 directly due to 
which we are unable to find the details in our database.
In order to further investigate, Could you please confirm the Original 
purchase order number and original mobile phone number so that we can 
check from where exactly the handset was bought."


So I replied to the email and got an automated response saying that the inbox is unmanned.
So I turned to live chat, told them my IMEI and they sent the request through. Again a few days later I got the same email. I then went back to chat, told them, and they put the request through again, and again, I got the email.

Back to chat I went, seriously annoyed  by now and on Sunday was told they would escalate it and send me an email within 48hrs. It is now Thursday and NO EMAIL.

I've now just gone to chat and told them the same things AGAIN, this time was told I will get an email within 7 days???

What a joke.

I've been with o2 for about 10 years now with phones and broadband (before the switch to sky) and one thing is certain, they will not be getting another penny from me. I've been going round in circles now for nearly 3 weeks, and I can envisage having to root and unlock the phone myself.

I don't know how these forums operate or whether any competant staff patrol it, but if they do could they possibly please sort this mess out?

Rant over.

Jordan

[Anonymous]

Hi


This is mainly a customer to customer forum. We do have O2 site staff called @Toby and @Anonymous

I would circumvent live chat.

Make some chargeable calls to help latch the Imei number to your account and try again or ring customer services in 202 contract or 4445 payg.

Or ask someone you know on a contract to insert their SIM card in the phone and make some calls and they request the unlock for you.

Or fill this out http://www.o2.co.uk/how-to-complain/complain

[jonsie]

I would think a complaint is your best option if you don't want to speak to customer service. Webchat is pretty much a waste of time for a problem like this as you have found.

[MI5]

It's also worth looking in your My O2 to make sure your correct phone and IMEI is registered as it sounds to me like O2 don't recognise it as a phone in use on the o2 network.....

[Anonymous]

Thanks for your advice all, I might just get a giffgaff sim and use that, was hoping to use Three's 3-2-1 sim though.

[Anonymous]

It's an avenue of choice.

[jonsie]

Giffgaff's an option but don't give up. Ring customer service....

[MI5]

or just eBay the phone as locked to O2 and buy something else sim free....?

[Anonymous]

Do you have the details of the retailer you purchased the s2 from such as Carphone our Phones 4U? If so it is they who will sort out your unlock code for you (and probably try to sell you another contract).

[MI5]

I've never heard of any of the independents unlocking phones?