Unlocking Handset Issues

[CaptainSlow88]

Hi there, has anyone had much experience of trying to unlock their handset with O2? I have been trying to get mine unlocked for the best part of 2 weeks now. I've been on with the team 6 or 7 times and each time I'm told I'll receive the code within 24 hours - I only ever got one code the first time and it was incorrect. Seems like they're just trying to fob me off now.

Can anyone advise if there's any other way to unlock my handset or get some help from the O2 team?

[MI5]

The unlock process is described here https://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-S...
What exactly are your issues, which handset and have you checked if it is actually locked?

[CaptainSlow88]

The handset is a Samsung Galaxy S6 and is definitely locked as it requests an unlock code the second a different SIM is inserted. The other SIM I've used is definitely unlocked so it isn't the issue. 

The main issue I'm having is that nobody at O2 appears to be interested in helping me resolve this. As mentioned I've been in contact with them half a dozen times at least over the past fortnight and have just been told I'll receive a code via email within 24 hours, which hasn't happened. This level of service is terrible and I've been a Virgin Mobile customer in the past so I know all about bad service!

[MI5 · Accepted solution]

Did the phone come from O2 originally and not a third party or an insurance replacement etc?
Also, is the correct IMEI showing in your MyO2 http://www.o2.co.uk/myo2

[CaptainSlow88]

Yes I bought the handset directly from my local O2 shop when upgrading. On MyO2, it's not showing the correct IMEI currently as I'm using a different handset but I have confirmed the correct handset details and IMEI of the Galaxy S6 with the team on a number of occasions so they definitely have the correct details. I also have an email with the first (incorrect) code they sent me which confirms the IMEI for the S6.

[MI5]

Nothing more we can do here then. All should go through OK so I'd suggest you raise a complaint next.
I'm sure you are aware, but, don't keep putting the wrong code in or else you will hard lock the phone forever and no one will be able to unlock it.
http://www.o2.co.uk/how-to-complain

[CaptainSlow88]

No problem, I'll phone the team again and see what happens. Thanks for your help.

[MI5]

Good luck - as soon as you find someone willing to own the problem and see it through, you'll be fine - It's just finding someone that's the difficult part!