Unlocked Mobile Phone Is Locked with Optus after Two Years on Postpay

jowu15 on 10/09/2022 - 10:27
Last edited 10/09/2022 - 14:18

Purchased a unlocked Pixel 3 three years from a retailer and stayed with Optus on postpay in the last two years and decided to change to iinet, but new sim card was not working, have to get another phone and another sim card. After a week of frustration went to Telstra shop purchased another simcard, still not working. Telstra shop staff tried to network reset, problem persisted, but works if we put a Optus simcard.
An unlcoked phone became locked after two year with Optus. We have to purchased a few simcards and in the end we have to purchase a new phone because of this problem and ten days without our original phone number. Now have to carry two phones and support two sim cards. Lots more expense. Lodged a complaint today with Optus.
Just wonder if anyone else had this experience. What kind of compensation we can claim? Thanks

PS: this phone was unlocked initially when we purchased, we hard other carriers, its after two years with Optus its locked

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Comments

  • spackbace on 10/09/2022 - 10:29
    +15

    What kind of compensation we can claim?

    Lol

    • Neoika on 10/09/2022 - 10:42
      +3

      Purchased a unlocked Pixel 3 three years from a retailer

      So it is not unlocked. OP should seek compensation from the retailer if it still exists.

      • jowu15 on 10/09/2022 - 14:15

        When we purchased it was unlocked, it was only locked after two years with Optus

  • kipps on 10/09/2022 - 10:29
    +4

    This happens on occasion. Usually you just call the carrier that sold it and ask for the unlock code and they give it freely and quickly if you give them the phone’s IMEI.

    • 87percent on 10/09/2022 - 10:30

      This is correct

    • jowu15 on 10/09/2022 - 14:16

      This phone was unlocked when we first go it, we used other carriers initially no problems. Its locked after two years with Optus

      • Jake17 on 10/09/2022 - 15:28
        +14

        Did you even read what they said?

  • CodeXD on 10/09/2022 - 10:30
    +4

    Have you contacted Optus about this? They have unlocking instructions on their website.

    • Neoika on 10/09/2022 - 10:38

      Yes, I did it for a mobile broadband device right after one year. TXT with unlocking code was sent within a week.

  • holdenmg on 10/09/2022 - 10:53
    -3

    If Optus don't play ball, contact the TIO https://www.tio.com.au/

  • PissLUR on 10/09/2022 - 10:54
    +3

    How can an unlocked phone become locked?

    • Neoika on 10/09/2022 - 11:01
      +1

      Unlocked within Optus network.

    • kipps on 10/09/2022 - 14:51

      Probably a firmware update triggered it.

  • kerfuffle on 10/09/2022 - 10:57

    Which retailer did you get this phone from?

  • Transient on 10/09/2022 - 11:29

    Are you sure it wasn't locked to Optus in the first place? When you buy a sim plan only, that should not lock you to a carrier. Sometimes when you buy a cheap phone from some retailers (eg,, officeworks, Coles, Woolies), it is locked to Optus or Telstra. However, after a period of time with the carrier where you have already bought enough services from them, eg, 6-12 months, you can request the carrier to unlock the phone for free so you can move to another carrier.

    • jowu15 on 10/09/2022 - 14:21

      We spend about $1000 for Pixel 3 a few month after its release in 2019, I used it in other carriers in the first year

  • pegaxs on 10/09/2022 - 11:34
    +1

    Have you tried calling Prince Charles? I've heard that he is in charge now. Maybe give him a call and see what you can get out of Optus that way…

  • mapax on 10/09/2022 - 11:47
    +2

    Now have to carry two phones and support two sim cards

    What?
    Why the heck do you have to carry two phones and two phone numbers?

    You ring Optus and ask them to unlock your phone. If for some reason they can’t you port your number to whatever carrier you like and use the new phone.

    • jowu15 on 10/09/2022 - 14:22

      There are some feature in original phone we like

  • AndyC1 on 10/09/2022 - 12:14
    +4

    Got to love the info that shows OP has not contacted Optus or asked Optus to help…..

    • jowu15 on 10/09/2022 - 14:28
      -2

      Its my partner's phone and he just does not want to deal with any carrier now. I send an email to Optus. My partner went to an Optus store and they sold another plan to him.

  • trustnoone on 10/09/2022 - 14:01
    +1

    Have you actually asked Optus to unlock it for you? Thats typically what they do, even for free after a few years.
    Also Android doesn't technically lock their phones but the Optus branded software they put in does. So you can typically reflash them with the generic ROM and remove all the Optus bloat and get an unlocked phone all in one go.

  • GordonD on 10/09/2022 - 14:26

    I'm trying to think of a scenario in which an unlocked phone could become locked to the carrier its used on.

    Sorry, can't think of one that should happen.

    The closest I can come is that because it was being used on that carrier, when it got a new release of firmware it got the release intended for that model phone sold by and locked to that carrier. The carrier manages new releases for phones with its version of software on it, and that phone from that retailer may have had Optus' software on it but been unlocked, but Optus downloaded the version for the locked version of that phone onto it.

    I would expect Optus would have been happy to unlock it.

    • cloudmonk on 10/09/2022 - 16:45

      This happens a lot in the US. Several cases of Google FI / TMobile sim locking phones bought outright from the Google store.

  • Any thing on 11/09/2022 - 07:21
    -1

    Does the phone ask for an unlock code when you put a Vodafone or Telstra sim in it? From my experience this is what network locked android phones will do.
    If the SIM card just simply doesn’t work it could be another issue.
    Have you checked that the imei isn’t blocked? You can check here
    https://amta.org.au/check-the-status-of-your-handset/
    I remember when Vodafone sold their phones locked but the ones purchased on a plan could be unlocked for free. With the Samsung Galaxy S2 it had an update that locked it again but that’s the only phone I’ve known to become locked due to software update in Australia.

  • singingwolf on 14/06/2024 - 15:56
    -1

    In future just try it here https://www.optus.com.au/prepaid/unlock-your-phone

    Seems to work better than the old process.

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