Unlatching request

[Lily]

Getting a little frustrated n9w. I requested to unlock my phone on Friday of last week. Received instruction via email and was told to enter an 8 digit code.. this wasn't put in. Started live chat and was told to reply to the email. Received a response via email saying to go to live chat! Did both of the following and was told the code would be sent within 24 hours.. still waiting yesterday and have now contacted customer services and now have to wait again. Surely it can't be this difficult? I go away tomorrow and need to use a different SIM as I don't want any surprise bills from o2. I have been a customer for years and years having several different plans and contracts and don't expect this level of customer service. I JUST WANT THE CODE. I am appalled that it has taken this long and that I keep getting emailed to say the request has been closed! I won't have means to contact my family from abroad as I am not paying extortionate charges and will be seriously reconsidering any future contracts with o2 at this rate.

[Cleoriff]

Hi @Lily

THere have been problems with unlocking O2 phones recently so I will tag our community managers to the post to see if they can help tomorrow @Marjo @Martin-O2?

Welcome to the forum by the way

[Bambino]

@Lily Charges to your mobile while abroad depends on where you're going. Please take a look at this link: https://www.o2.co.uk/help/pay-monthly/using-your-phone-abroad

[Lily]

Yes I know they're all different but the 4.99 a day bolt on won't work keep getting an incompatible message. Anyway I just want to be able to use my own handset whilst I'm away with all my apps etc, I've pre ordered a Thai SIM for when I arrive so I can keep in touch and access my bank etc

[Lily]

Thank you

[MI5]

@jonsie is our resident Thai expert so he can advise you of the best way to use your phone.

[jonsie]

If your phone is unlocked then a Thai sim is definitely the way to access all your apps though to be honest, wifi is plentiful in built up areas. The thing is, you really need admin to help you with the unlocking.
Presumably this isn't an iPhone so where did you get the phone from. Are you sure it is locked? Have you tried another sim? Phones bought via CPW or other outlets are normally sold unlocked but you need to know before you go.

[Marjo]

Hi @Lily sorry to hear about the frustration you've been having with this! Please let us know if you're still experiencing issues and we can have a look for you.