02 Unlatch code not working

[Simmoderby]

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?

[Bambino]

@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.

[Simmoderby]

@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?

[Simmoderby]

@Anonymous

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

[Simmoderby]

@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.

[MI5]

@Simmoderby 

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

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

[AnnieM]

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. 

[Simmoderby]

@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?

[Simmoderby]

@MI5

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

[AnnieM]

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

Good luck!

[MI5]

@Simmoderby 

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