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[Purplefish]

PLEASE PLEASE I need some help. My husband's mobile is in my name but he needs his phone to be unlocked. We can't request this as we can't access his account. When we click on forgotten password it says we need to contact customer services which we've tried but no luck unless it's a problem with fraud etc. I thought I had my husband's phone linked to my account but it's only my number that comes up. Please help as he can't use his phone at the moment 

[MI5 · Accepted solution]

@Purplefish 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Purplefish]

Thank you! I'm in a queue right now so fingers crossed!

[MI5]

Good luck

[Purplefish]

Just finished talking to customer service and hopefully the phone will be unlatched soon!! I guess I just keep trying to see if the new sim card works? How long does it normally take?

[MI5]

@Purplefish 

Different methods for different phones here Guide: Unlocking an O2 phone to use a different SIM card 

[Purplefish]

I'm so happy!! We're unlocked! A phone being unlocked in lockdown is a good thing! Only took a few hours so happy with that! Must have checked in every 20 minutes! 

[MI5]

Great news @Purplefish