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!

 

[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]

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]

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]

@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