Unlocking code fiasco

[Anonymous]

Hello,

I'm not sure if this is the right place. I'm posting here due to the Kafka-esque experience that I'm having trying to get my unlock code. My contract has come to an end.

I've contacted the service desk 6 times, and each time I get promises made and promised broken. A rep promised my code within 24hours. No code. One manager promised a call back within 48hrs. No call. Another manager promised a call back every day at a certain time until I got my code. No call. I've received an email from o2 4 times stating that they cannot provide my unlock code and require further information. The information has been provided countless times now.

Each time I speak to a different person, reading the same script. Whenever I get to speak to a "manager" I get the same broken promises each time.

It's been almost a month of constant engagement with the same broken process.

Can anyone tell me how I can speak to someone who isn't following a script on a screen?

Regards,

Richard

[MI5]

We always recommend calling rather than live chat.
Unlock process is here http://community.o2.co.uk/t5/Other-Products-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-ca...
Also, double check your phone is actually locked as not all are.

[Anonymous]

Hi

202 for contract or 4445 for Payg. 

Their it is a complaint link at the bottom of the forum you can use. 

Are they explaining what the issue is ?

[Anonymous]

I'm aware of the process. I've followed it 5 times.  They don't say what the issue is, they just "escalate" the issue. I suspect they are just going through the same process over and over, judging by the same emails I get stating that they can't provide the code and request more info.

Whenever I call up I get the same issues.

The newest lie is that I've found out from a rep this morning is that the "manager" who promised me a call back every day is not actually a manager. <sigh>

Perhaps the complaints proceedure is the only option - but only if it resolves the issue. I don't want an o2 gift card, I want an unlocked handset!

[Anonymous]

Hi

Which is a reasonable request if you've followed the procedure and are eligable to unlock.

I assume you've telephoned them ?

I'm wondering if one of the O2 site managers @Toby or @Anonymous can help at all.

Touch on their highlighted name and maybe Private Message them.

[Anonymous]

It gets better. As soon as they put me on hold to speak to a manager I get disconnected.

This has happened 3 times now. Coincidence?

[Anonymous]

I hope so.

It's in their interest to get you sorted and off the phone !

[Anonymous]

I've now been asked to try a different SIM card.

I pointed out that I haven't received my unlock code yet - after a month of trying. The rep sounds surprised. Has she even read the call log under my account?

Unbelievable.

[Anonymous]

Disconnected again. 4th time. Always when I'm on hold waiting for a manager

[MI5]

But, have you tried a different sim card yet?