Loosing the Will - bloomin kids!!

susieh_2

Seriously - this is a bit complicated so apologies and thanks for reading before I start.

I'm dealing with this on behalf of my son who is currently in Australlia.

He has/had a contract with Orange - 18mth - which came with a ?Samsung HTC? this was stolen in April he notified Orange they sent him a new sim and he replaced the phone with an Apple iphone 4s from Carphone Warehouse and registered it to the new sim & carried on with the contract.

As I said he is now in Oz and has suspended his contract for 6 months and this has been confirmed. He now wants to use a sim card from Oz but the phone is locked. Orange say they cannot unlock it because its not one of their phones, Carphone Warehouse say they can't either and neither can Apple.

I've spent 2 hours this morning trying to get it sorted and have now hit the proverbial brick wall - has anyone any suggestions please.

Many thanks.

latecomer

I thought most phones from the carphonewarehouse were unlocked? Anyway I'm not sure there is any requirement for a network to unlock a phone, O2 seem to have the best reputation for doing it though. Other networks can be obstructive and charge a fee.

NFH

I've heard that in some cases where people bought brand new unlocked iPhones (e.g. directly from Apple), when they put in a SIM card from a supported iPhone carrier and activated the iPhone using iTunes, the iPhone immediately became locked to that carrier. This could be what has happened here, and why all parties are denying that it is their responsibility to unlock it.

susieh_2

Yes NFH this is what has happened, once he puts the orange sim back in it will unlock but obviously doesn't want to use this in Oz due to the charges so would you know of the best way to get this sorted?? Can he pay to get it unlocked by anyone, is it wise to do it?

Beginning to think he may be best just to buy a cheap phone for whilst he's there - though it does seem ridiculous that he has paid all that money for a phone n can't use it!!!!

reclusive46

NFH wrote: »

I've heard that in some cases where people bought brand new unlocked iPhones (e.g. directly from Apple), when they put in a SIM card from a supported iPhone carrier and activated the iPhone using iTunes, the iPhone immediately became locked to that carrier. This could be what has happened here, and why all parties are denying that it is their responsibility to unlock it.

This is not an Apple Store thing, this is a carphone warehouse thing. Carephone warehouse iPhones lock to the first sim put in them, so they don't have to carry stock for each carrier. Orange can still unlock it though and you need to get through to the right person. Only Orange can request Apple to unlock the IMEI.

NFH

susieh wrote: »

Yes NFH this is what has happened, once he puts the orange sim back in it will unlock

No, this doesn't prove that the scenario I described above actually happened. If his iPhone is SIM-locked to Orange UK, then only an Orange UK SIM will work in it - until he gets it unlocked. However, it is nevertheless possible that the scenario I described did happen.

susieh wrote: »

but obviously doesn't want to use this in Oz due to the charges so would you know of the best way to get this sorted?? Can he pay to get it unlocked by anyone, is it wise to do it?

There are supposedly ways (e.g. Ebay) of unlocking an iPhone other than via the carrier or Apple, but they're not official and it's unclear what method or channel they use. I would suggest that your son phones Apple UK using Skype for free on +44 800 048 0408 and insists that they find a solution. If he leaves it up to Orange to sort out, it will take weeks for sure and he'll be £20 out of pocket.

When this is eventually sorted out, AmaySIM and Lycamobile are good options for an Australian SIM.

NFH

reclusive46 wrote: »

This is not an Apple Store thing, this is a carphone warehouse thing. Carephone warehouse iPhones lock to the first sim put in them, so they don't have to carry stock for each carrier. Orange can still unlock it though and you need to get through to the right person. Only Orange can request Apple to unlock the IMEI.

The above advice is more informed than mine. Follow this before my advice.

I had a similar problem when my original Orange-supplied iPhone was replaced by Apple under warranty. Over a year later, I asked Orange to unlock it and they said it wasn't one of their iPhones. I spoke to Apple who insisted that Orange should do it. Eventually Orange did so, but they took almost two months.

Once an instruction is accepted by Apple to unlock an iPhone and Apple carries out the request, you have to plug the iPhone into a PC with iTunes with a different SIM card. iTunes will then unlock the iPhone.

susieh_2

Thanks all,

I haven't been able to pass all this info onto my son yet due to time difference etc, but he will get it all n have to decide what to do. I have no doubt it will be passed back to me to continue to try get it sorted - I think when I have recovered from this mornings "marathon" I'll give Orange another go.

Thanks all once again

NFH

susieh wrote: »

I'll give Orange another go.

If instead your son wants to phone Orange for free from Australia, he can use Skype to phone +44 800 80 10 80 or one of their other 0800 numbers listed at www.saynoto0870.com. The chances are that Orange will speak only to the customer.

susieh_2

When he spoke to Orange they advised him to set me up on the account with passwords etc, so luckily I am able to deal with them. I have also copied to free phone numbers to him - they're brill - cheers x

susieh_2

U P D A T E

Just thought I'd update - I did not give up the battle and I have got it sorted, only took 4 days, 18 phone calls and speaking to lordy knows how many people.

I spoke to a lovely chap called Neil at Orange and explained the situation, he asked if I had the IEMI number, I gave him that, he said they'd request the code and e-mail it with all the instructions and bobs your uncle I'll have one very happy son.

He did ask what I'd been told and by who and said that most of the info I had been given was incorrect and that Orange will unlock any phone under any circumstances provided the £20 fee was paid.

I could've kissed him - I'm so chuffed.

Thanks for all you help and advice & hope that all of the above may be of help to others.