topic Re: Unlatching a Sony XZ2 Compact in Android

Unlatching a Sony XZ2 Compact

AnthonyC_16 — Wed, 12 Dec 2018 10:49:37 GMT

Hi.

I have come to end of a contract with o2 and my handset is now paid off. I have requested o2 unlatch my phone to enable me to use it with another provider. They have sent me a code which doesn't work. I have been into a store and I have been told the code is incorrect (according to the manager in the store) and they will send me a new one. The new one arrived and it was the exact same code. Then I was told by o2 that it's Sony who supply the code to unlatch it. While in the store I was on the phone to Sony who confirmed it is o2 (or any network provider) who supplys the code. I am now stuck with a phone tied to o2 that I have paid for which o2 nor Sony can unlatch. Has anyone else had this problem or know what to do? The manager in store has opened up a complaint for me as she didn't know what else to do.

Thanks

Re: Unlatching a Sony XZ2 Compact

MI5 — Wed, 12 Dec 2018 10:52:53 GMT

@EmilieT ?

Re: Unlatching a Sony XZ2 Compact

Cleoriff — Wed, 12 Dec 2018 10:53:38 GMT

@AnthonyC_16

Follow the advice here

https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1014131

If you are having problems then maybe @EmilieT could help?

Re: Unlatching a Sony XZ2 Compact

EmilieT — Wed, 12 Dec 2018 11:00:53 GMT

Hi @AnthonyC_16, and sorry to hear you're having some trouble getting your phone unlocked. It sounds like you already followed the normal process so I'd gladly get someone to look into this for you - I'll send you a Private Message shortly to get a few more details first

Thanks @MI5 and @Cleoriff for the mention!

Re: Unlatching a Sony XZ2 Compact

jonsie — Wed, 12 Dec 2018 17:34:33 GMT

I'm guessing there is a chance that this phone is hard-locked now.

Re: Unlatching a Sony XZ2 Compact

MI5 — Wed, 12 Dec 2018 17:40:41 GMT

@viridis will know the code to check that.

Re: Unlatching a Sony XZ2 Compact

EmilieT — Wed, 12 Dec 2018 17:45:57 GMT

@AnthonyC_16 You should have now received a callback from the gurus, that hopefully sorted things out - however if you need any further help give us a shout!

@jonsie

@MI5

Fingers crossed this won't be needed here but it'd still be interesting to hear more from @viridis on this either way

Re: Unlatching a Sony XZ2 Compact

viridis — Wed, 12 Dec 2018 17:45:58 GMT

*#*#SERVICE#*#*
Service info
Sim lock

Look for
[X]. Network 0 = hard locked
[ ] Network 0 = unlocked
[X] Network 1-5 = attempts left

Re: Unlatching a Sony XZ2 Compact

MI5 — Wed, 12 Dec 2018 17:55:10 GMT

Top man

Re: Unlatching a Sony XZ2 Compact

jonsie — Wed, 12 Dec 2018 17:59:51 GMT

fingers crossed.......

Re: Unlatching a Sony XZ2 Compact

AnthonyC_16 — Wed, 12 Dec 2018 18:14:30 GMT

I did have a call and they offered to text with an unlock code but no text has come through yet.

Re: Unlatching a Sony XZ2 Compact

viridis — Wed, 12 Dec 2018 18:22:53 GMT

It's vitally important you check the Sim lock status.
Any more wrong codes could very well hard lock it, if not already.
No one can undo hardlock

Re: Unlatching a Sony XZ2 Compact

B52 — Wed, 12 Dec 2018 19:18:47 GMT

Best of luck.. AnthonyC.. Hope you get mobile unlatched.. SOON..

Re: Unlatching a Sony XZ2 Compact

AnthonyC_16 — Wed, 12 Dec 2018 21:58:21 GMT

When I was in store, they checked the status and they said it wasn't locked. Just latched to o2 still. They checked this with Sony. Now it is locked according to Sony when trying the same code from the second email again and again in store with the manager. The manager said it needed to be sent off to be 'repaired' to be unlocked in order to try unlatching again...which o2 clearly don't know how to do. What on Earth do I do if o2 can't help, Sony can't help and Virgin can't (not that they should).

I had a call from an o2 Guru who said they'll text me an unlock code but I haven't had that text? Not sure if someone on here can chase that up?

Re: Unlatching a Sony XZ2 Compact

AnthonyC_16 — Wed, 12 Dec 2018 22:02:39 GMT

I've managed to check this now and it appears to be hard locked. When the o2 guru called, they said they'll text me a code to unlock it when I put the new sim card in but they haven't text with this. Does anybody know how to chase them up?

Re: Unlatching a Sony XZ2 Compact

viridis — Wed, 12 Dec 2018 22:12:14 GMT

How would they text when you put a different Sim in?
Do they just make this up?

Can you enter the service menu and confirm no attempts left?

Re: Unlatching a Sony XZ2 Compact

jonsie — Wed, 12 Dec 2018 22:31:45 GMT

I had a feeling it would be hardlocked now after the opening post. It's human nature that more than 5 attempts would be made. Good luck recieving a text to the other sim card. The things they tell you to get you to go....!

Re: Unlatching a Sony XZ2 Compact

AnthonyC_16 — Fri, 14 Dec 2018 10:39:03 GMT

They said I'd get a text to my current number to then enter when I put my new sim card in. I never got this text. O2 then called me after I chased it on this forum to explain that an escallation ticket has been raised to get a new unlatch code because they've given me the wrong one...twice.

I now have up to 6 weeks to wait for a new code to hopefully unlatch or unlock my phone. It is hardlocked which they told me so I'm assuming they'll send me the right code.

I have wanted to leave O2 since the moment I paid off my handset and my contract came to an end but now o2 are keeping my handset at ransom by not unlocking/unlatching it for me without me having to wait weeks to do so.

I am going through a complaint procedure and hope to have my future airtime bills refunded as Nicola in the O2 store in Cheshire Oaks agreed as this entire situation is entirely unfair.

I'll keep everyone posted on here in case they mess it up with another paying customer.

Re: Unlatching a Sony XZ2 Compact

MI5 — Fri, 14 Dec 2018 10:49:32 GMT

If it's hardlocked, it will never be unlocked unless they change the phone for you.

Re: Unlatching a Sony XZ2 Compact

viridis — Fri, 14 Dec 2018 10:55:31 GMT

Yes, as @MI5 said, if it is hardlocked, no code on earth will unlock it.
Btw, O2 won't know if it's hardlocked, they don't have that information, only the service menu In your phone has that information. It is something that isn't relayed to O2.
Please, check the service menu mentioned as it may be possible it's not hardlocked, again O2 wouldn't know if it was.