Unable to get an Unlock code from O2

[Anonymous]

Joined O2 in June 2012, obtained Samsung Galaxy S3 on 2 year pay monthly contract. Phone was replaced by O2 insurance in November 2012 due to cracked screen. Submitted request for an unlock code via the web form and received email from mycare@o2mail.co.uk saying

that as the phone was not purchased from O2 they could not find the details on their database and could not provide a code. They asked for further details but when I tried to respond to their email I got an automated reply that I had not contacted them by their website they were unable to respond!

As suggested I contacted them ny Live Chat who eventually advised me that the imei number was registered to the insurance team and I would have to call 202 and ask to speak to them.

I put a call in and when I asked to be transferred to the insurance team, the advisor asked why and when i told him the issue he said he could help and that there was no need to talk to the insurance team as they wouldn't be able to help. He said he could see the imei number on my account and would submitr an unlock request on my behalf.

I have now received another email from mycare advising again that the phone was not bought from O2 so they can't help!!!

Where do I go from here?

[adamtemp64 · Accepted solution]

Ring 202 and explain this last email to them.

This may need to be esclated for manual action by the back office team.

If that fails then you need to raise a formal complaint as linked here http://www.o2.co.uk/support/consumer-and-complaints-code-of-practice

[MI5]

As long as the correct IMEI is showing on your account and you can pass security, there is no reason why they can't give you an unlock code as the code is generated from the IMEI.

[Anonymous]

Making absolutely no progress with this so far. Spoke to 202 again, operator spoke to his manager who confirmed they are unable to unlock the phone. He put me on hold while he spoke to O2 insurance who he said had a different system, they also told him they couldn't unlock the phone. He told me that O2 insurance sources phones from different places and this was likeley to be the problem. He has submitted an unlatching code escalation form and I have to wait up to 7 days for a response.

If this can't be resolved, would I be within my rights to insist that my phone is replaced with an unlocked one?

[adamtemp64]

The escalation should work but it is up to o2 and the insurance provider (not o2) to sort this.

If after the escalation it is not unlocked raise a formal complaint with the impartial review service as explained here. Complaint review service

[Anonymous]

Many thanks, we'll see what happens.

[MI5]

Have you tried another network sim in the phone?

[Anonymous]

I have now and find that it wasn't locked in the first place contrary to what I was led to believe!!!

Actually feel like a numpty for not trying this first but noew hace the phone up and running on 3 to test their service.

Thanks for the help.

[perksie]

LOL

[adamtemp64]

2nd person today .

We all live and learn.