topic Re: 02 Unlatch code not working in Android

02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 16:01:52 GMT

Hi - I have received my unlatch code today to unlatch my phone from 02, so I can use a non 02 SIM. Unfortunately the code is still not allowing me to unlatch. I've tried the code twice already, don't want to lock it up completely by tring again.

It's a Sony Xperia if it makes any difference.

Any ideas please?

Re: 02 Unlatch code not working

MI5 — Thu, 03 Oct 2019 16:12:11 GMT

@Simmoderby

Are you sure you have the correct type of code?

If you have followed the above process I'll ask @EmilieT to help.

Re: 02 Unlatch code not working

Bambino — Thu, 03 Oct 2019 16:12:47 GMT

@Simmoderby Have you tried a non-O2 sim in the phone? It may already be unlocked.

Re: 02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 16:14:06 GMT

I have been sent a 16 digit numerical code, which isn't working. My phone only gives me the option to enter numbers, not letters............. ???

Re: 02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 16:15:14 GMT

Yep - not working.............

Re: 02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 16:27:58 GMT

Should my code be 15 or 16 digits??

Re: 02 Unlatch code not working

viridis — Thu, 03 Oct 2019 16:46:32 GMT

Stop entering the code!!!

Entering an incorrect code more than 5 times will hard lock it

Re: 02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 16:51:08 GMT

@viridis - I have done so!!

Re: 02 Unlatch code not working

MI5 — Thu, 03 Oct 2019 17:10:37 GMT

There are no letters in an unlock code?

Re: 02 Unlatch code not working

Anonymous — Thu, 03 Oct 2019 17:10:55 GMT

@Simmoderby

If you have entered it more than 5 times then O2 won't be able to help unfortunately.

Had this happen myself some years ago with another provider and ended up having to buy a new handset.

Re: 02 Unlatch code not working

Bambino — Thu, 03 Oct 2019 17:17:20 GMT

@Simmoderby Have you spoken to customer service about your issue? https://www.o2.co.uk/contactus I suggest you call and not use Live Chat, or call into an O2 store if you have one nearby. With any luck, someone on the staff might be able to help you.

Re: 02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 17:29:18 GMT

@MI5

That's fine - although the code they have given me has 16 digits..... I have done a bit of research which suggests that it should be 15?

Re: 02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 17:30:16 GMT

@Anonymous

I have only tried the unlatch code twice - hopefully it won't hard lock the handset!!!

Re: 02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 17:32:25 GMT

@Bambino

Thanks, it's just so frustrating! It seems that I can't get an answer to this - aaaaaaaggggggggghhhhhhh!! 🙂

I'll try customer services tomorrow - losing the will to fight tonight.

Re: 02 Unlatch code not working

MI5 — Thu, 03 Oct 2019 17:42:45 GMT

@Simmoderby

I've tagged @EmilieT who will help you tomorrow.

I suggest you hang on until then to avoid any further issues.

Re: 02 Unlatch code not working

AnnieM — Thu, 03 Oct 2019 17:47:04 GMT

Just to confirm - you are trying this with the new sim in the phone?

Make sure that the phone can be unlocked:

Type: *#*#7378423#*#*
Select Service Info/Sim Lock.
Look at the Network line.
You need an [X] before the word Network and a number 1 or higher after it - the number is how many attempts you have remaining.
If there’s no X and there is a zero, you need to get Sony to reset it.

Re: 02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 17:49:10 GMT

@AnnieM

Yep, new SIM and the network line is showing a big fat 0 next to it - looks like I may be doomed!

How do I get Sony to reset it?

Re: 02 Unlatch code not working

Simmoderby — Thu, 03 Oct 2019 17:49:38 GMT

@MI5

Thanks, although it looks like it may be hardlocked…..

Re: 02 Unlatch code not working

AnnieM — Thu, 03 Oct 2019 17:54:45 GMT

Take your pick from the options here: https://support.sonymobile.com/gb/contactUs/

Good luck!

Re: 02 Unlatch code not working

MI5 — Thu, 03 Oct 2019 18:34:39 GMT

@Simmoderby

Didnyou get the phone new from O2 or did you purchase it second hand?