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Level 1: Joiner
Posts: 11
Registered: ‎14-04-2016

Re: Unlatching a Sony XZ2 Compact

I did have a call and they offered to text with an unlock code but no text has come through yet.
Posts: 12,801
Topics: 70
Registered: ‎14-01-2014

Re: Unlatching a Sony XZ2 Compact

It's vitally important you check the Sim lock status.
Any more wrong codes could very well hard lock it, if not already.
No one can undo hardlock


the above Gold badge is not official and as such does not represent O2 community's officially sanctioned winners badges. They are blue, I made this gold myself, because I wanted to, after 4 years of writing the best reviews seen on these here forums, I decided to take that status, and adopt it into my own coloured badge.
To clarify. I changed the colour and added the years, O2 community admin, did not. Please don't be confused.
B52
Level 1: Joiner
Posts: 20
Registered: ‎04-12-2018

Re: Unlatching a Sony XZ2 Compact

Best of luck.. AnthonyC.. Hope you get mobile unlatched.. SOON..
Level 1: Joiner
Posts: 11
Registered: ‎14-04-2016

Re: Unlatching a Sony XZ2 Compact

When I was in store, they checked the status and they said it wasn't locked.  Just latched to o2 still.  They checked this with Sony.  Now it is locked according to Sony when trying the same code from the second email again and again in store with the manager.  The manager said it needed to be sent off to be 'repaired' to be unlocked in order to try unlatching again...which o2 clearly don't know how to do.  What on Earth do I do if o2 can't help, Sony can't help and Virgin can't (not that they should).  

 

I had a call from an o2 Guru who said they'll text me an unlock code but I haven't had that text? Not sure if someone on here can chase that up? 

 

Level 1: Joiner
Posts: 11
Registered: ‎14-04-2016

Re: Unlatching a Sony XZ2 Compact

I've managed to check this now and it appears to be hard locked.  When the o2 guru called, they said they'll text me a code to unlock it when I put the new sim card in but they haven't text with this.  Does anybody know how to chase them up?

Posts: 12,801
Topics: 70
Registered: ‎14-01-2014

Re: Unlatching a Sony XZ2 Compact

How would they text when you put a different Sim in?
Do they just make this up?

Can you enter the service menu and confirm no attempts left?


the above Gold badge is not official and as such does not represent O2 community's officially sanctioned winners badges. They are blue, I made this gold myself, because I wanted to, after 4 years of writing the best reviews seen on these here forums, I decided to take that status, and adopt it into my own coloured badge.
To clarify. I changed the colour and added the years, O2 community admin, did not. Please don't be confused.
Posts: 63,734
Topics: 530
Solutions: 3,310
Registered: ‎04-01-2009

Re: Unlatching a Sony XZ2 Compact

I had a feeling it would be hardlocked now after the opening post. It's human nature that more than 5 attempts would be made. Good luck recieving a text to the other sim card. The things they tell you to get you to go....!

Level 1: Joiner
Posts: 11
Registered: ‎14-04-2016

Re: Unlatching a Sony XZ2 Compact

They said I'd get a text to my current number to then enter when I put my new sim card in.  I never got this text.  O2 then called me after I chased it on this forum to explain that an escallation ticket has been raised to get a new unlatch code because they've given me the wrong one...twice.

I now have up to 6 weeks to wait for a new code to hopefully unlatch or unlock my phone.  It is hardlocked which they told me so I'm assuming they'll send me the right code.  

 

I have wanted to leave O2 since the moment I paid off my handset and my contract came to an end but now o2 are keeping my handset at ransom by not unlocking/unlatching it for me without me having to wait weeks to do so.  

 

I am going through a complaint procedure and hope to have my future airtime bills refunded as Nicola in the O2 store in Cheshire Oaks agreed as this entire situation is entirely unfair.  

 

I'll keep everyone posted on here in case they mess it up with another paying customer. 

Posts: 84,014
Topics: 518
Solutions: 10,400
Registered: ‎04-04-2012

Re: Unlatching a Sony XZ2 Compact

If it's hardlocked, it will never be unlocked unless they change the phone for you.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone7 (EE)
Posts: 12,801
Topics: 70
Registered: ‎14-01-2014

Re: Unlatching a Sony XZ2 Compact

Yes, as @MI5 said, if it is hardlocked, no code on earth will unlock it.
Btw, O2 won't know if it's hardlocked, they don't have that information, only the service menu In your phone has that information. It is something that isn't relayed to O2.
Please, check the service menu mentioned as it may be possible it's not hardlocked, again O2 wouldn't know if it was.


the above Gold badge is not official and as such does not represent O2 community's officially sanctioned winners badges. They are blue, I made this gold myself, because I wanted to, after 4 years of writing the best reviews seen on these here forums, I decided to take that status, and adopt it into my own coloured badge.
To clarify. I changed the colour and added the years, O2 community admin, did not. Please don't be confused.