Phone company can't/won't unlock my phone

noisla

I bought a Tesco mobile and, 3 months after my initial request, they still couldn't supply a valid code to unlock my phone. They had apparently contacted the manufacturer etc but the codes wouldn't work. After a LOT of complaining, they finally refunded me my unlocking fee and allowed me to return the handset for a full refund.

I've now bought a phone from Virgin. Same thing. They've told me it will take a week, a week later I call, they've forgotten to process the claim, I call back, actually no it will take 10 working days, I chase again, now told 30 days (from the date they remembered to send this off, not from my call). Etc etc. This is infuriating. The phones are some new type of Nokia and it's not possible to unlock them myself on the highstreet or online, I have exhaustively tried.

At what point can I demand a refund of the phone and unlocking fee? They just keep repeating "madam you need to wait [enter random number here] days..." and ignoring my refund requests. What are my rights? I know companies have to unlock your phone, but is there a "reasonable" time frame for this? I am going on holiday in a couple of weeks and NEED an unlocked phone by then.

DarkConvict

If a handset is sold as locked, then if brought online you have 7 days to return it. After 7 days it is non returnable by law, they have supplied the item described.
If brought in a shop as locked, you have no rights to return it unless its faulty.
At this point you fall back to any policy the shop runs for returns.

If a handset is sold as unlocked, but it is indeed locked. You can return it for the reason it has not been supplied as described.

If you pay for an unlocking service, and they cannot unlock it, then you can get a refund as no service has been performed.