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Level 68: Extraordinaire
Posts: 15,596
Registered: ‎31-03-2010

Re: 02 Unlatch code not working

@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.

I DO NOT WORK FOR O2



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Level 1: Joiner
Posts: 20
Registered: ‎20-09-2019

Re: 02 Unlatch code not working

@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?
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Level 1: Joiner
Posts: 20
Registered: ‎20-09-2019

Re: 02 Unlatch code not working

@Anonymous

I have only tried the unlatch code twice - hopefully it won't hard lock the handset!!!
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Level 1: Joiner
Posts: 20
Registered: ‎20-09-2019

Re: 02 Unlatch code not working

@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.
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Posts: 104,262
Topics: 552
Solutions: 13,489
Registered: ‎04-04-2012

Re: 02 Unlatch code not working

@Simmoderby 

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

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

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 114
Topics: 3
Kudos: 36
Solutions: 0
Registered: ‎31-05-2019

Re: 02 Unlatch code not working

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. 
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Level 1: Joiner
Posts: 20
Registered: ‎20-09-2019

Re: 02 Unlatch code not working

@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?
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Level 1: Joiner
Posts: 20
Registered: ‎20-09-2019

Re: 02 Unlatch code not working

@MI5

Thanks, although it looks like it may be hardlocked…..
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Posts: 114
Topics: 3
Kudos: 36
Solutions: 0
Registered: ‎31-05-2019

Re: 02 Unlatch code not working

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

 

Good luck!

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Posts: 104,262
Topics: 552
Solutions: 13,489
Registered: ‎04-04-2012

Re: 02 Unlatch code not working

@Simmoderby 

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

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)