Deliberate delay of unlatching code by 02

[Sonny]

I want to go over to BT MOBILE after being with 02 9 years. Got a PAC code, NEVER TOLD AT THAT POINT I WILL NEED MY PHONE UNLOCKING TO PORT, received BT MOBILE sim, in the instructions told make sure phone unlocked. Rang O2 advised 72hrs unlock, after 72hrs nothing, rang again advised something went wrong and need wait further 72hrs. The 72 hrs expires Friday 5pm, advised by BT MOBILE that port will happen between 11am-3pm Thursday, so if the port goes ahead and phone isn’t unlocked I will be unable to use my phone..... as the number will be with BT MOBILE but phone still locked to 02 “terrible blagging service from 02 to make you stay with them” OFCOM needs to sort .....

[Anonymous]

You don’t need your phone unlocked to port your number across

[MI5]

Although we've not had official confirmation it appears O2 are having problems unlocking phones at the moment.
@EmilieT another customer having problems.

[EmilieT]

Hi @Sonny, and welcome to the forum! I was told that the system for unlocking iPhones seems to be running fine, but are some intermittent issues with the one for general unlocking at the moment which might delay the codes a bit - which type of phone do you have?

If after the timeframe given to you you're still stuck, please drop me a Private Message, I'd happily get someone to look into this for you 

Thanks @MI5 for the mention!

[Sonny]

Lovemyphone..... of course you need phone unlocked port number .... how can you use the number once ported to BT MOBILE , if phone still locked to 02 ? It will not work !

[gmarkj]

@Sonny o2 do not know you want to use the device that you were using before.
For all they know you are (or have) bought a new device to use on the new network.
What sort of phone do you have and where did you buy it from?
If an Android phone and through Carphone Warehouse it should work with the BT sim.
If through o2 directly, they should unlock without charge.

[Sallin]

I’m having exactly the same problem. Asked them to unlock it last Friday, was told 72 hours which would take it to Monday. On Monday they said the 72 hours doesn’t include the weekend, so it would be done by today (Weds). Now saying it may take 7 days but that the request didn’t go in on Friday so it would be 7 days from Monday, i.e.10 days in total. Totally incompetent. I feel like they’re dragging their feet as I’ve said I’m leaving o2, and cannot understand how it can possibly take them 10 days to do something which is surely quite simple?

[Anonymous]

Removed by me

[Amanda]

Sunny, I am having the same problem with O2 this has gone on for nearly a week, I have another contract with vodaphone but can not do anything because my Iphone is locked, also have a pac code, I agree, they are deliberately delaying unlatching, especially when you go to another network!  I was told it would take 72 hours! I have rang every day twice a day, o2 chat, getting nothing, I've esculated my complaint to Citizends Advice, Ofcom, their own resolution Centre, but was that fed up of the blantent lies Ive have contacted WatchDog, as of this year it is illigal for any newtwork to lock your phone!

[Amanda]

@Sallin I have had the same problem with o2, well over the 72 hours, rang today to be told that the unlatch team hadn't even looked at my account, further more their only correspondence is via electronic forms and emails, they don't have a telephone number contact, that is what I was told today, I find that excuse lame, and it's not something I would believe.