Vodafone refuse to unlock my device

[sbarnard]

Hello Vodafone community team

I recently upgraded my device on my pay monthly contracted and gave the old iPhone to my son

On 25 December we lodged a request to unlock the old device for a new pay monthly sim only contract we had signed up for with Three

Since then I have spoken to Vodafone approximately once a week to follow up on their failure to complete this request.

Responses are inconsistent and advice changes depending on the individual I am unfortunate enough to be connected to.

I have been told it would be a matter of days before completion every single time.

I have been told it has failed on multiple occasions.

I have been told it has been successful on multiple occasions.

I have been provided with success notification on the unlock but the instructions and code to use have not been forthcoming and Vodafone staff since than cannot give me consistent advice in line with this notification. 

I have been told it is Apple's fault on multiple occasions.

I have been told it has been "escalated" on multiple occasions.

I have been promised multiple call backs that never eventuate.

I have been provided with an email address to escalate the matter myself (!) which turned out to be an invalid email address and it gave me a bounce back notification.

The phone that belongs to me, remains worthless and inactive whilst this goes on. My son still cannot use his Xmas present.

Each time I am assured it it a matter of days away. I have wasted probably in excess of 10 hours of my life chasing this matter, all the while I am paying Three for nothing as Vodafone are keeping the device that is my property hostage.

I am totally lost at to what to do next. My phone is being held hostage by Vodafone.

Vodafone, please do something to resolve this, urgently. We will discuss significant compensation and the formal complaints procedure for this issue when you have resolved this case for me.

[BandOfBrothers]

So just to be clear about this @sbarnard Vodafone are not “ refusing ” to unlock the iPhone they are instead experiencing some problems doing so.

This can occasionally happen as the iPhone isn't unlocked via the usual Nuc.

It's apple that unlock it centrally once Vodafone confirm to them It's OK to do so.

An iPhone is not unlocked via inputting a Nuc {unlocking code} like other phone models are, but instead is unlocked remotely by Apple themselves and their Database.
So no actual Nuc is sent by Vodafone UK. 
The Vodafone Network lets a person know by email it's unlocking has been requested to Apple after accepting your Nuc online unlock request. (Please Check Spam Inboxes too)

Please Note > The iPhone isn't actually usually unlocked to all networks at this stage when Vodafone email you.

What happens is Apple then process the Networks request and occasionally this can take Apple approximately from a few days upto a further 30+ days sometimes from Vodafone's email to complete an unlock request made by a Network.
To complete the process please periodically insert an active i.e. connects to mobile network data, alternative Networks Sim Card in the iPhone with hooking upto iTunes is only typically needed if its an iPhone 4 or older although it wouldn't harm to do so. 
From the iPhone 5 onwards there's not normally the need to hook up to iTunes to complete the process.
When it's unlocked you should see a pop up message and the alternatives Networks name will show in the iPhone's status bar. 

Perhaps let the Vodafone Social Media Team's try to help via Contact-us-for-account-specific-queries. 

[sbarnard]

OK, thank you for this information, understood. 

It seems as though you have more information on this matter than the 7+ vodafone members of customer support staff I have conversed with.

Perhaps "they refuse to do anything about their failure to unlock my device" would be more appropriate wording. Either way, the device I own and paid for in full is being held hostage by the telephone provider.

@Vodafone, please help me.

[BandOfBrothers]

Ok @sbarnard 

As there's no account access via this forum you'll need to use the link I added in my earlier reply in order for the Vodafone Social Media Team's to be able to help.

I wish you all the best with this.