Philip, 12 Feb. 2025 , 03:07pm
Hiya, I’m contacting you regarding the ongoing issue I’ve been having trying to get my phone unlocked

O2 Virtual Assistant, 12 Feb. 2025 , 03:22pm
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Philip, 12 Feb. 2025 , 03:22pm
Yes

O2 Virtual Assistant, 12 Feb. 2025 , 03:22pm
Most devices are no longer locked to our network (Alcatel and Doro devices are the exceptions - they're still locked). We'd recommend trying a non O2 sim in the device to check first. If you do need to unlock your device, you can request this at any time, free of charge. Head to the link below for more information.
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O2 Virtual Assistant, 12 Feb. 2025 , 03:22pm
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O2 Virtual Assistant, 12 Feb. 2025 , 03:22pm
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Philip, 12 Feb. 2025 , 03:22pm
👎 No

O2 Virtual Assistant, 12 Feb. 2025 , 03:22pm
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Philip, 12 Feb. 2025 , 03:22pm
Speak to an Expert

O2 Virtual Assistant, 12 Feb. 2025 , 03:23pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 12 Feb. 2025 , 03:23pm
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Philip, 12 Feb. 2025 , 03:24pm
It’s about my Account

O2 Virtual Assistant, 12 Feb. 2025 , 03:24pm
Thanks! 🙏
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O2 Virtual Assistant, 12 Feb. 2025 , 03:24pm
Please can you confirm your full Name
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Philip, 12 Feb. 2025 , 03:24pm
Philip Devine

O2 Virtual Assistant, 12 Feb. 2025 , 03:24pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Philip, 12 Feb. 2025 , 03:25pm
Yes

O2 Virtual Assistant, 12 Feb. 2025 , 03:25pm
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 12 Feb. 2025 , 03:29pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 12 Feb. 2025 , 03:30pm
Hello Philip, good afternoon! Thank you for reaching out to O2. I apologize for the delay in getting back to you.  
  
I understand you need assistance with unlocking your phone.  
I can certainly help you. Can you please share me the O2 number associated with the locked phone?
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Philip, 12 Feb. 2025 , 03:45pm
07514561919

Soaif Ali, 12 Feb. 2025 , 03:55pm
Thanks for sharing the number. I see that this number is now controlled by Vodafone.  
Can you please let me know if this number was ported out by you?  
  
If yes, then I would request you to please reach out Vodafone to get the services resumed.  
  
Before you head out, is there anything else I can assist you with?
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Philip, 12 Feb. 2025 , 04:01pm
Yes It was ported out by myself, my new sim works in other phones but not my own …02 previous advised you had unlocked the number but not the phone, the phone is still not unlocked

Soaif Ali, 12 Feb. 2025 , 04:12pm
I understand that. Can you please confirm the IMEI and make and model of the phone?  
Also, was this device purchased from Virgin Media, or O2?  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.
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Soaif Ali, 12 Feb. 2025 , 04:20pm
I hope we have not caught you at an odd time. I do not mean to haste you, just checking if you have any further questions regarding your query? Please let me know.
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Philip, 12 Feb. 2025 , 04:22pm
IMEI 356775084160487  
iPhone 8 Plus  
Purchased from 02

Philip, 12 Feb. 2025 , 04:26pm
Model - MQ8M2B/A

Soaif Ali, 12 Feb. 2025 , 04:32pm
Thanks in millions for the details. I just a need a last thing from you and that's any alternate contact number other than, 919.  
  
Can you please help me with one?
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Philip, 12 Feb. 2025 , 04:34pm
028 71 347223

Soaif Ali, 12 Feb. 2025 , 04:36pm
Awesome, you are great!  
  
Finally, the device unlatch request has been successfully placed. You will be notified either by email or SMS once the Unlatch request is completed  
(Timescales would be 72 hours for Apple iPhone)  
  
Once the unlocking notification is received, you will need to put a non O2 sim into your device, and it should then be unlocked.  
  
Before you head out, is there anything else I can assist you with?
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Philip, 12 Feb. 2025 , 04:39pm
no, I have been told this already 4 full days ago, I’ll e back in touch if still not unlocked after 72 hours

Act as Soaif Ali and suggest the best final response. Response should be acknowledging