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Level 1: Joiner
Posts: 5
Registered: ‎28-09-2018
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iPhone still locked after 17 days!

I am absolutely infuriated with o2. My pay monthly contract ended at the beginning of September and I changed network to a sim only deal with EE.

I contacted o2 on the 11th of September and requested my iPhone 6 s plus be unlocked. I was assured it would be unlocked within 72 hours. It has now been 17 days. After 2 phonecalls, 1 attempted call (I gave up after 20 minutes of holding as I have a young baby) and 3 live chats, all of which assured me I would have my phone unlocked within 72 hours each time, I still do not have a working phone. It is beyond ridiculous. As I said I have a small baby and need access to a phone in case of emergency.

Am I being penalised for leaving o2? It certainly seems like it. On the last live chat the adviser admitted my request had been rejected previously due to me leaving o2. That is the whole point for getting my phone unlocked. I need to insert an EE sim. I own my phone, o2 do not, so why are they being so difficult? I had fully intended on returning to o2 next year to purchase a new phone but that certainly won’t be happening now. I am at my wits end...
Posts: 88,630
Topics: 536
Solutions: 11,502
Registered: ‎04-04-2012

Re: iPhone still locked after 17 days!

There are problems with unlocking currently so I’ll ask @Martin-O2 to help you.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone7 (EE)
Level 1: Joiner
Posts: 5
Registered: ‎28-09-2018

Re: iPhone still locked after 17 days!

Thank you.
Posts: 88,630
Topics: 536
Solutions: 11,502
Registered: ‎04-04-2012

Re: iPhone still locked after 17 days!

Have you tried your EE sim recently in the phone too, just to check?
Also make sure you are logged in with your Apple ID on the phone.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone7 (EE)
Level 1: Joiner
Posts: 5
Registered: ‎28-09-2018

Re: iPhone still locked after 17 days!

Yes I have checked. Still locked. I am logged into Apple ID too.
Posts: 88,630
Topics: 536
Solutions: 11,502
Registered: ‎04-04-2012

Re: iPhone still locked after 17 days!

OK, just hang on then for @Martin-O2 or @Marjo to help out.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone7 (EE)
Level 1: Joiner
Posts: 2
Registered: ‎29-07-2017

Re: iPhone still locked after 17 days!

I am having exactly the same issue. I requested a PAC code as I was moving my contract to O2 on September 19th. At no time during that call was I informed that my handset needed to be unlocked. Why wasn't that process initiated then???

I received the PAC Code and the EE Sim. On September 24 I was informed that my number was going to Port Out that day. I tried inserting my new SIM which wasn't accepted because the handset hadn't been unlocked. Like the previous poster, I rang and was assured it would be within 72 hours. This was horrifying enough I am self-employed and rely on my phone to do my job. I can't reach voicemails, change my message or make any calls via the network. Unless I have wifi within reach I can't make any calls at all.

I have called twice - once to be told it would be escalated but that this process itself could take 24 - 48 hours. Sorry what!!!! The second time I called I gave up after 15 minutes wait as I had work meetings.

I am in despair. I will NEVER use O2 again. I too feel I am being puniched for moving contract.

Posts: 88,630
Topics: 536
Solutions: 11,502
Registered: ‎04-04-2012

Re: iPhone still locked after 17 days!

@RiverRunner please check the advice at the bottom of our hekp thread https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1... and if still not unlocked, please drop a private message to @Marjo

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone7 (EE)
Level 1: Joiner
Posts: 5
Registered: ‎28-09-2018

Re: iPhone still locked after 17 days!

I can’t log into my O2 as I have left them. My O2 will not give me access. I will private message @Marjo
Community Manager
Posts: 5,897
Registered: ‎23-07-2014

Re: iPhone still locked after 17 days!

Hi @Lyns, got your PM, cheers. Smiley Happy

 

@RiverRunner if you're still struggling with this after trying the process @MI5 mentioned above, let us know and we can have a look.

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