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

[Quadrophenia]

Hi all,

My friend, an O2 customer of some years was lucky enough to bag himself one of the Huawei Mate 20 Pro's recently and kindly passed on his S7 Edge to me. Of course, it's networked locked to 02 and I'm with 3. So, he calls O2 CS and they tell him oh, that phone is already unlatched - he explains it isn't and they say no probs, he'll get an email within 7 days with a SIM network unlock PIN (which the phone is asking for when I put my 3 SIM in).

Only a couple of days later, he email arrives saying no worries, that phone is already unlatched. So he calls O2 CS again.
Rinse and repeat x 4 (so far).

CS rep says phone is already unlatched, he explains it isn't they say OK we'll send you an email in 7 days with an unlatching code. Email says:

CASE REF. 1070771823

** THIS IS AN AUTOMATED MESSAGE **
Hi, 
Your device is already unlatched so an unlatching code will not be needed.
Thank you,
O2 Customer Service.

Can CS reach out and lend us a hand? I've tried a Virgin SIM in it and it's still locked. An O2 SIM works just fine. Pic attached.

I have an O2 business contract phone if that helps any, with me not being the owner of the initial account.
Thanks!

 

[gmarkj]

Sorry to be late to the party...
I'll bet that o2 are trying to unlock his new phone as that would be the one on his account.
Either he would need to use the S7 again, or get a PAYG sim (as advised) or see if Emilie can help.

[Quadrophenia]

Yeah, we're PMing now so fingers crossed.

Well, they've asked for, and been given the IMEI of the old phone numerous times, but I don't know how the system works at that level.

Cheers