anyone successfully managed to unlock their phone?

[Anonymous]

I've been using the following page:

https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form

I've tried four times now, and they keep sending me unhelpful text messages telling me I've failed the security questions.

They don't even specify what questions I've failed on.

The following are the questions and my answers

Date of last bill
My online o2 account tells me i was billed on 3rd may 2015

Your last bill amount
My online o2 account states it is £18.19

Name of your current tariff
My online o2 account states this is'02 refresh'

To top it off, the unhelpful email they send me telling me that I've failed tells me I can send an email to mycare@o2mail.co.uk for help but when I do email them I get another email telling me that the email address is no longer supported

Has anyone got help for me? I really need it! 😞

[MI5]

There is more to your tariff description than just "o2 refresh" but if you call cs on 202 they will help you through the process.

[Anonymous]

I was hoping not to have to call them 😞

Problem is that it asks for my tariff name and then says not to worry if you can't remember it, just write some of your tariff quotas in the box.

It really isn't very user friendly.

I actually expected some web page validation so that I could know straight away if it was wrong but there isn't any.

They expect you to fully submit the details and then wait a few hours before being told your info is wrong.

[MI5 · Accepted solution]

It could also be your account security password that you are getting wrong but calling will be the easiest way.

[Anonymous]

Thanks for the response. I'll give them a call tomorrow.

It did ask for my account password but I clicked the button that says I don't know it. It then to me to the three questions I mentioned before. 

It annoys me when websites make what should be easy to complete unnecessarily complicated 

Aaah well

[Anonymous]

hi @Anonymous,

It is standard procedure, for both online and the phone, if you don't know the password u have to answer 3 questions correctly, which you haven't. like it was mentioned O2 refresh is not you tariff. If you log on to my O2 you should be to get this information also ( it will be something like 600 minutes and unlimited text or unlimited calls,etc...).

You said it's annoying all this questions and all...I think it would be a lot more "annoying" if O2 were to give just anybody access to your account and they took out a phone under your name...;)

[Anonymous]

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@Anonymous wrote:

hi @Anonymous,

It is standard procedure, for both online and the phone, if you don't know the password u have to answer 3 questions correctly, which you haven't. like it was mentioned O2 refresh is not you tariff. If you log on to my O2 you should be to get this information also ( it will be something like 600 minutes and unlimited text or unlimited calls,etc...).

You said it's annoying all this questions and all...I think it would be a lot more "annoying" if O2 were to give just anybody access to your account and they took out a phone under your name...;)

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sure, i just thought it would be helpful if they said "unfortunately, your tariff name is not correct".

hell, i would have hoped they could have lifted that information from my account themselves, since i was logged in to my account at the time.

even if they didn't want to do that, they could have at least validated my information onscreen at the time i click to submit instead of expecting me to wait a few hours for a cryptic automated email to come through to tell me that some of my info was wrong.

i'm not actually sure if htat was the question i failed on, either, as i originally answered it as 'unlimited'. the full term on my account is "O2 Refresh ultd 24M 2GB 4G".

surely 'unlimited' was enough for them to realise what i meant?

if not, then a dropdown box listing all potential tariff names would at least get rid of the randomness and frustrations of trying to work out what sort of answer they want.

in the end i managed to speak to a guy on o2s instant messenger system who helped me in 5 minutes but it took longer than necessary to get to this point.

(oh, and the guy on the instant messenger system didn't ask me for any account information to validate who i was. just my IMEI number and my phone make and type, and my name)

[jonsie]

Hopefully you are sorted then but it shows the lack of data protection online chat should be carrying out. For all the guy knew you could have stolen the phone. Beggars belief!

[perksie]

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@Anonymous wrote:

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)

(oh, and the guy on the instant messenger system didn't ask me for any account information to validate who i was. just my IMEI number and my phone make and type, and my name)

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Perhaps @Toby could feed this back.

[jonsie]

It's not right in any sense of the word.