Unlocking Issue

[EileenDoot]

I use a hand-me-up OnePlus 5T from my son which has always been on the O2 network.  I asked O2 on-line to unlock the phone (no providers appeared when I checked network operators) .

However, I've received the following reply:
'Thank you for your unlatching request for IMEI xxxxxxxxxxxxxxx. The mobile number that you provided is xxxxxxxxxxx.  I'm sorry, we have not been able to unlatch your device at this time. The reason given is: We were not able to find the details in our system, the handset is not an O2 device'.

Please help!

[MI5 · Accepted solution]

@EileenDoot 

Guide here Guide: Unlocking an O2 phone to use a different SIM card 

[EileenDoot]

Thanks very much MI5 - I rebooted the phone pending replies here (embarrassed I didn't do it before).

All available networks then appeared when I turned off automatic connection - it had been unlocked all the time.

[MI5]

That's usually what that message means @EileenDoot 👍