Unlocking phone in Orange

Dinth

Hello. Please can someone help me with advice what can i do to get my phone unlocked in Orange? Im already pretty desperate and completely dont know what can i do next.

But lets start from beginning. I bought Lumia 920 with Orange PAYG in EE shop in October last year. The only reason i bought it locked was sales assistant promising me, that i will be able to unlock it in 3 months.

After three months passed ive topped up my account to have unlock fee on it and called Orange customer service first time. Nice girl told me that she activates unlocking process and up to 30 days i be charged and I will receive unlocking code.

After two weeks of waiting Ive become nervous and called Orange again to confirm. Customer assistant told me that my previous call and activation of unlocking process never happened (sic!). All right ive topped my account with another 25 quids, as asked and she activated unlocking process for sure.

After 30 days ive still didnt received any code neither was charged for it, Ive called Orange and i was told that their procedures have changed and now they unlock phones only 6 months with Orange, not 3 like before.

I have waited another 1,5 months to be with Orange more than 6 months, called Orange again, asked for unlock, was advised that i will receive unlocking code in 20 days. Ive waited 3 weeks and received nothing.

This time Ive send email describing my situation to Orange Executive Office email address. Some VIP guy contacted me, said he investigated my case, he is very sorry for service ive received and this time i will get my unlock code in 20 days for sure. Of course i didnt received it.

Ive called Orange again, and I was told that something happened on their side with my account and i need to wait another 6 month (sic!) before being eligible to get phone unlock code. Ive explained my situation that ive already applied many times and never received code, customer assistant activated process of sending me unlocking code again, and again ive never received any code.

And again ive called Orange, requested unlock code. This time i was calling them every second day to ask about my unlock code, everytime customer assistant was checking my application and saying that everything is OK with it, and i will definitely receive code before today. Of course i didnt receive it.

Unfortunately i cannot really afford unlocking it on High Street, they are asking for 50 quid for that, and Ive already spend lots of money topping my Orange account to get unlock code from them. I cannot even USE my phone at all, to not spend those money from my Orange account, while still paying my Three contract which i cannot use because my phone is locked.

DUTR

Dinth wrote: »

Hello. Please can someone help me with advice what can i do to get my phone unlocked in Orange? Im already pretty desperate and completely dont know what can i do next.
(snip)

Unfortunately i cannot really afford unlocking it on High Street, they are asking for 50 quid for that, and Ive already spend lots of money topping my Orange account to get unlock code from them. I cannot even USE my phone at all, to not spend those money from my Orange account, while still paying my Three contract which i cannot use because my phone is locked.

I don't know the answer, but prevention is better than cure, considering 3 offer the Nokia 920, then I don't know why you seem to be throwing money around here there and everywhere, from what you have spent, obviously sim free handsets would have suited your needs admireably.

Dinth

Yeah, Im sure that now, with my experience i would take unlocked phone, even if i would pay more for it. But when i was buying the phone i never suspected that unlocking handset will be never ending story (The only experience i had with unlocking phone before was in O2).
But what can i do now? Already two generations of newer phones were released so my model became worthless for resale, ive already payed lots of money for Orange for unlocking my phone, which i will lose if i dont unlock it, I cannot afford buying another phone, so the only option left is fight with Orange to make them unlock it. But what can i do? Ofcom, magistrate ?

diamonds

Id be calling Ofcom and making a complaint against Ofange.

NiftyDigits

Dinth wrote: »

Yeah, Im sure that now, with my experience i would take unlocked phone, even if i would pay more for it. But when i was buying the phone i never suspected that unlocking handset will be never ending story (The only experience i had with unlocking phone before was in O2).
But what can i do now? Already two generations of newer phones were released so my model became worthless for resale, ive already payed lots of money for Orange for unlocking my phone, which i will lose if i dont unlock it, I cannot afford buying another phone, so the only option left is fight with Orange to make them unlock it. But what can i do? Ofcom, magistrate ?

Why would you lose the money if they don't unlock it? Just ask them to refund the relevant amount to you by cheque and use an independent unlocking service costing £35 or less(fonefunshop being but one example). You should have done this as soon as you purchased the phone instead of wasting time with the network.

Dinth

NiftyDigits wrote: »

Why would you lose the money if they don't unlock it? Just ask them to refund the relevant amount to you by cheque and use an independent unlocking service costing £35 or less(fonefunshop being but one example). You should have done this as soon as you purchased the phone instead of wasting time with the network.

Thanks. I actually tried requesting refund of my credit balance, but they said its not possible.

NiftyDigits

Dinth wrote: »

Thanks. I actually tried requesting refund of my credit balance, but they said its not possible.

Nonsense. If you topped up expressly for the purpose of unlocking and they have not supplied the service requested, I would insist, via the Executive office that the money is refunded. If they insist that they have to close the account in order to do so, so be it.

Had a similar problem when T-Mobile took my credit prematurely. They actually wanted to send a cheque, but I insisted that they re-credit my account.