Unable to Unlock Phone bought from Carphone warehouse on O2 Contract

[Anonymous]

Hi, I recently switched phones and want to pass on my Samsung S5 to my daughter, I contacted O2 Customer services yesterday and after going through all the details was told O2 could not unlock the phone as I have got it from Carphone warehouse and that O2 did not have a record of the IMEI number, I contacted CPW and was told it is O2's responsibility to unlock the phone and they do not unlock phones, now I am really confused, their seems to be an issue between the systems of O2 and CPW and I am now stuck in the middle, I pay may bills to O2 AND THEY ARE MY NETWORK PROVIDER so I cannot agree that I should have to go chasing to get this resolved, I am still an O2 customer and the contract I have is for O2 Services, please can someone help and advise how to proceed, please do not tell me to go back to CPW as they have confirmed they are not responsible.

Thanks 

[MI5]

CPW phones aren't locked.

[Cleoriff]

All CPW phones are sold unlocked....

[MI5]

Yup

[Cleoriff]

I just want to add here that I am appalled you say you have been back to CPW 'and they couldn't advise you'.

Sounds as if their employees need some basic training....

[Anonymous]

This one certainly is locked, when I put another sim into the phone for a different provider it asks for SIM NETWORK unlock pin??

[MI5]

So do O2's.

[MI5]

Was it an online sale from mobiles.co.uk ?

[Anonymous]

No straight out of the box from CPW, so now i am really confused

[MI5 · Accepted solution]

Well it really shouldn’t be locked.
However, as it is locked, there’s nothing o2 can do about it unfortunately as it isn’t one of their phones.
CPW need to resolve it one way or another.