Unlocking my old iPhone 6plus

[Mikeb1]

I have requested that my old iPhone 6plus be unlocked by o2. I did this via live chat on Thursday (27th Sept) at around 10pm but I’ve heard nothing at all via email or text and I’m struggling to find any way to check progress. The account corresponding to the phone is now closed as I’ve switched provider but I need the phone unlocked so my daughter can use it. I’ve looked at other posts and assumed it would be unlocked within 72hours but that hasn’t happened despite my plugging into iTunes. I’d appreciate any help or suggestions please

[MI5]

Have a look at the help here esp the footnotes https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1... but otherwise I’ll tag @Marjo or @EmilieT to help.

[Mikeb1]

Thanks for that. I’ve taken a look and I can’t even get into settings on the iPhone as it is just coming up with ‘sim not supported’ and won’t let me carry on from that point. I would really appreciate it if you could tag someone to help- thanks again

[MI5]

Tagging done.
Just hang on for a message from one of them.

[Mikeb1]

Having looked at some of the other posts relating to this I have made sure that my phone is logged into my Apple ID and tried re inserting the SIM card together with connecting to iTunes but still getting the message that the SIM card is not supported- would appreciate some help please 🙁

[Cleoriff]

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@Mikeb1 wrote:
Having looked at some of the other posts relating to this I have made sure that my phone is logged into my Apple ID and tried re inserting the SIM card together with connecting to iTunes but still getting the message that the SIM card is not supported- would appreciate some help please 🙁

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@Marjo@Martin-O2?

[Martin-O2]

Thanks for the tag @MI5, @Cleoriff! 

@Mikeb1 I'm sure that we can get this one sorted for you. I'll send you a message so I can get a few details. 

[Mikeb1]

Thanks so much, Ive  replied with my details. Thank you to @MI5 @Cleoriff 

[Martin-O2 · Accepted solution]

Hey @Mikeb1 Your handset has now been unlocked on O2's end. Please pop another sim in there and let me know if it's working. 

If not try the below process to complete the unlock. 

Put a non O2 SIM in the phone , connect to WiFi, go to  Settings > General > About and enter your Apple ID and password and you should be good to go. 

[MI5]

@Martin-O2 that additional process is now in the unlocking guide.

@Mikeb1 has confirmed they have followed the process already.

I think it's time we had an explanation from O2 as to why this is suddenly taking so long.......?