PAYG phone unlocking charges

[Nick9]

Hi,

I tried to unlock my PAYG phone - the O2 Help page states 'If you’re on Pay As You Go, your O2 phone or tablet can be unlocked at any time, for free.', but both my My O2 account and customer services say there is a £15 charge, to which I cannot find any reference.

Can anyone explain?

Thanks,

[Cleoriff]

Hi @Nick9

It's definitely £15 to unlock. See community guide here https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1...

PAYG phones need to have been on the network for at least 12 months (iPhone is the exception here again which is anytime subject to the above restriction for new models).

There is a £15 unlocking fee on PAYG and the phone needs to be registered on the O2 network, so, if you have just purchased a PAYG phone which was previously supplied by O2, insert an O2 Simply PAYG SIM free sim and top up £20. Make a few calls to register the phone and ensure you have at least £15 credit remaining then fill out the form as above manual form

Although having checked the link you provided, it does say it can be unlocked for free

https://www.o2.co.uk/help/phones-sims-and-devices/unlocking-an-o2-mobile-to-use-on-a-different-netwo...

I will mention this to @MI5 as he wrote the first guide I linked to...

[MI5]

@Martin-O2 has this changed or is it another website error?

[MI5]

Thanks @Cleoriff, no changes that I am aware of so asked for clarification.

[adamtemp64]

@Nick9 Could be a website error or a change in policy

but just tried in my o2 and got this @Martin-O2 can we get this checked 

[jonsie]

I hope there has been or there is a plan to change. No network should lock phones at all in my view. However, recent posts on here point to there still being a £15 unlock fee. I'm guessing yet another website error.

[Cleoriff]

It's just weird that there is NO mention of an unlocking fee...and the link actually states it's free.

Oh well just have to wait for clarification I suppose

[jonsie]

O2 at the forefront of innovation..... 🤔

[Nick9]

Getting more confused ....

I don't see this being 'website error' - my (and presumably everyone's) terms and conditions refer to www.o2.co.uk for charging information and therefore form part of the terms and conditions I had to agree to when I purchased the phone.

Have I missed the communication about the increase in charge to £15, which seems to be wide knowledge? I thought price increases had to be advised in advance (T&Cs section 11)

[MI5]

It’s always been £15 for PAYG. There is no price change that we are aware of and it there is, it’s gone down, not up.