O2 CS say phone isn't latched, phone says it is. Help!

[Quadrophenia]

@MI5 O2 CS have just told my mate that the problem is I need a PUK code from 3.
I thought a PUK code was for a locked SIM.

[MI5 Level 94: Supreme]

Yes it is. If a virgin sim doesn’t work either and the three sim works without a sim pin in another phone, they are wrong. But it could be hardlocked if too many attempts have been made to unlock with a wrong code.

[Quadrophenia]

It won't be hardlocked as I haven't had a code to try in the first place. 3 gave me two PUK codes anyway but of course, they don't work.

[MI5 Level 94: Supreme]

Don’t try more than 5 times.

[Quadrophenia]

Thanks, and duly noted.

I just can't understand how it can be so difficult. To arrive at a point where he's been told I need a PUK code from 3 is bizarre.
My friend tried the form but says it spat him out with an error.
CS now suggest taking it to an O2 shop. I think that will result in a salesperson looking blankly at me.

I'm still hoping someone lovely here will be able to PM or email me this elusive code or I'm destined to use it on WiFi only.

[MI5 Level 94: Supreme]

@EmilieT is our unlock guru but you’ll need to wait until Monday now I guess. 

[Quadrophenia]

Fingers crossed.
Thanks for your help - have a good weekend.

[EmilieT]

Good morning @Quadrophenia, and welcome to the forum  I'm sorry to hear you've been struggling to get this phone unlocked, I'll drop you a Private Message shortly to get some more details and we'll get someone to look into what's going on for you 

Thanks @MI5 for the mention!

[Quadrophenia]

Hey @EmilieT - wonderful news!

Many thanks.

[EmilieT]

No problem @Quadrophenia - thanks for sending over all the info I needed, I'll let you know as soon as I hear back from our gurus on this