on 05-10-2018 17:59
I contacted O2 on Monday 24th September and asked that my Iphone6 that has been out of contract for months be unlatched. I was advised it would take 72 hours. This did not happen. I spoke to them again on Friday 28th September and was advised there was a "technical difficulty" and that it would happen in 48 hours. I had to contact them again on Monday 1st October and was told that the matter was being escalated to the manager and it would take a further 72 hours. At this point I made a formal complaint and was told someone would contact me (this has still not happened).
72 hours passed, 10 days from my original request and still no joy. I contacted again and I have been told it has been "escalated" again and will take 24 hours. And... 24 hours later I am on another Live Chat, getting nowhere fast. And still no one from complaints has contacted me.
Solved! Go to Solution.
on 05-10-2018 18:13
In the meantime, check the hep here esp the additional checks at the bottom of the first post https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1...
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone7 (EE)
on 05-10-2018 18:15
on 05-10-2018 18:40
I filled out an online unlatch form. Days went by. 28th September received a message to say I had failed checks. Did online chat that day told it would be sorted in 72 hours. Did online chat 4th October, told it would be 72 hours. Still waiting!
My advice, request your phone is unlocked even if you don't need an unlock. Under no circumstances use the online form, go straight to online chat to get the unlock. Also set a reminder when 72 hours has elapsed and chase the unlock immediately.
Failure to do these things will mean you will almost definitely pay for another months service you don't need.
on 06-10-2018 20:11
I sometimes wonder if O2 actually care about their customers. Short answer is they don't. General apathy seems to have spread down right from the top brass to a lot of custmer service advisers. There are some really helpfu ones who know what customer service is all about but honestly, some are terrible....
on 08-10-2018 13:02
If you've already gone through the process of trying a non-O2 SIM and connecting to WiFi via Settings > General > About and enter your Apple ID and password, and are still not able to use your phones, I'd happily get someone to look into this for you I'll send you both a Private Message shortly to get a few more details and we'll go from there!
Thanks @Anonymous and @MI5 for the mentions
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