O2 say iPhone can’t be unlocked as not o2, phone info says o2

[Cat72]

I have read a few other threads about this sort of thing but can't seem to decide what im doing wrong.

We've got an apple iPhone 6s that was originally contract on o2 and then we changed it to o2 pay as you go around 18 months ago.

I requested a pac code from o2 to move to sky mobile who had given me a deal which was better suited for my light user husband.  After the change was confirmed and I put the Sky SIM card in I got a message saying that the phone was restricted.  Can't get past Apple set up page.

I logged into myo2 account and requested the phone to be unlocked.

I fairly quickly got an email back saying that it was not an o2 device and cannot be unlatched.

ive double checked and the phone info clearly says o2 network, locked sim.

where do I go next as I can't seem to speak to anyone when I telephone I get caught in a circle when choosing options that tell me request the unlock online.

Can I ask them to un PAC my phone and just go back to pay as you go?

thanks if you read all that

[Bambino]

@Cat72 Have you followed the instructions in this guide: https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1...

[Cat72 · Accepted solution]

Thanks I’m off to try the manual form