Fair point @saxel , I should have been more clear. I wanted to ask the agents to find out what actually happens if a member comes in with this query, what do they actually do at the moment when it comes to handling this.
At the same time, I had a conversation with the phone teams and there are some very grey areas happening here. I will try and explain:
When you buy a phone with CPW there is a sort of contract created between you and them. If you chose to have a giffgaff SIM and the phone locks on it, we can technically help unlock it but there are a few pain points:
-the specifics of your agreement with CPW, we might (for example) break your warranty.
-the unlock tool is owned by o2 so there is a bit of a process attached to it.
Bottom line, we cannot say 'yes' officially to unlocking this but I am trying to work on a set of guidelines that are used both by us on the community and the agents when dealing with cases like this. It will be something like the refund policy, where we tell members that it is not guaranteed. I am thinking that in the same way we can advise on the risks a member might have to take.
Does anyone know the terms and conditions/ purchase agreements for CPW or other providers like it?