O2 migration - soft lock

[s59c]

Tried to enable roaming on my phone for a trip to  Cyprus. Phone has a soft lock enabled which won't be removed until after the O2 migration. So here we are in Cyprus for my son's wedding unable to use the phone. Virgin mobile customer services said that there was absolutely nothing they could do. There was no warning in the migration comms to say that  accounts would be locked. They suggested that we purchase a local sim card here in Cyprus. Totally unacceptable.

[John_GS]

Hi @s59c 

Thanks for posting and welcome to the community. Congratulations to your Son firstly 🙂

I am sorry for the mobile issue. If there is a Soft Lock on the system, this sadly does mean we're unable to remove it for thirty days. This is to enable the migration to O2 and ensure everything goes smoothly with that. Apologies again for the timing of this appearing. 

Best wishes.