O2 Device Unlock - Code doesn't work

[danpaul88]

Yet another "unlock code doesn't work" post.

My phone is a Sony Xperia XZ2. Entered my IMEI on the "unlock my device" page on the O2 website and got an unlock code (16 digits)... but when entering it, I just get "unlock UNsuccessful". Tried it a second time in case I mistyped it (since it *s it all out when entering it, so you can't double check visually) and same result.

Double checked the IMEI in the unlock code email matches the phone IMEI, also re-requested the unlock code typing in the IMEI again and got the exact same unlock code again (which I haven't bothered entering again, already entered it twice and it didn't work).

Any ideas? Or am I going to be forced to buy a new phone to use outside of O2 network?

[MI5]

@danpaul88 

No it won't be effected by updates.

I imagine @O2Georgina will have to raise it as a technical issue with Sony to investigate.

[Bambino]

@danpaul88 Might sound a silly question, but have you tried another network's sim in the phone? O2 haven't locked their phones since June 2018. Did you purchase your phone before that date?

[MI5]

It's already confirmed as locked.

[danpaul88]

My phone predates the 2018 change unfortunately

[Bambino]

Fair enough, @danpaul88. Didn't hurt to ask. Hope you're able to get it unlocked.

[O2Georgina]

Morning @MI5 , Thanks for the tag.

 @danpaul88  I will send you a private message so we can look in to this for you