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 

Type *#*#SERVICE#*#* into keypad
>Service info
>Sim lock

Look for
[X] Network 0 = hard locked
[ ] Network 0 = unlocked
[X] Network 1-5 = attempts left

[danpaul88]

[x] Network 3

So just used the two attempts so far.

[danpaul88]

I did have to change the phone app back to the default for this to work - does not using the default phone app affect unlocking attempts? it didn't seem to be using the phone app for the unlock so I assume not

[MI5]

@danpaul88 

The phone app shouldn't matter as the data is stored in a partition in the operating system.

The only doubt I have is if the app isn't registering the keypresses correctly.

You could try again using the stock app and still have two attempts remaining if unsuccessful.

[danpaul88]

Does the non-o2 SIM card need to be activated for the unlock to work, or is it all done internally on the phone itself? I just got a new BT sim in the post today as until now I had no other SIM cards to use to perform the unlock.

[MI5]

@danpaul88 

As long as the phone is asking for an unlock code it doesn't matter if the sim is active or not.

[danpaul88]

Tried it once more with the stock phone app as the default - same result. Down to 2 attempts now

Looks like the code O2 are generating for my phones IMEI doesn't match what the phone is expecting. Rather annoying if I have to buy a new phone just to use a different network, when this phone is still working just fine... other than being network locked...

[MI5]

@danpaul88 

The code comes from Sony so it's not generated by O2.

I'll ask @O2Georgina to contact you in the morning to check the details for you.

[danpaul88]

Ah, I wasn't sure how it worked on that front - wonder if Sony have somehow broken the unlock process with the latest software updates?

Thanks for your help so far