Iphone 5s unlock...

[Anonymous]

Hey,

I wanted to unlock my iphone 5s that is purchased from your company.

I went to the store that i purchased it and I got told to go online and do it. I went online and that was a while ago (6 months), tried to do it and I kept getting emails that you couldn't find my device...

I left it for a while. Now am back at it, I tried doing it via your mobile app but my "o2" device is appearing as my new phone and not the iphone 5s... I did insert my sim card to the iphone 5s and waited a few hours to see if your system will pick it up and finally allow me to unlock the phone that I have paid for. 

Nothing so far... So what am I supposed to do? Since your stores cannot help, this is the last chance for you to make it right. 

I have purchased a product that I should be able to unlock any time I want and thats taken from your terms, its not fit for purpose... if I can't unlock it... Should I go further and raise a complaint with citizens advice?

[MI5 · Accepted solution]

Instructions are here but you must use the phone on o2 network to latch the IMEI on the system http://community.o2.co.uk/t5/Other-Products-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-ca...

[Anonymous]

I understand that but it seems like my other deviced is cached on the network... still shows up as Samsung which is my other device instead of iphone 5s... how long do I have to wait for this thing to get off the cache.

[jonsie]

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@MI5 wrote:
Instructions are here but you must use the phone on o2 network to latch the IMEI on the system http://community.o2.co.uk/t5/Other-Products-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-ca...

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As above...

Have you at any time had the phone replaced? Just wondering why O2 can't find the IMEI?

[viridis]

As MI5 said, use it for a day or two to re-latch to your account. then use the unlock button in my O2 to perform the automated request once the correct imei is showing as active in my O2

[MI5]

It takes a couple of days to register the phone in your MY02.
Keep the sim in and it will show up.

[Anonymous]

ok thx for the replies guys I did contact o2 support and I had a guy doing this for me... hopefully I'll get that resolved at some point in time.

[MI5]

Once it shows correct in your MYO2 it'll be fine.