Need help with sim unlock unlatch etc.

[Koszmar]

I have moved abroad and have attempted to put a new sim card into my phone from a different network. It keeps asking for the PUK but says unsuccessful. I asked 02 to unlock my phone and got an email saying it was unlatched (is this the same thing) they sent me a code, what am I supposed to do with their code? Anyway my phone still says unsuccessful so I tried it in my wife's phone and it works, I put my 02 sim card back into my phone and tht works still.

What is happening? Are 02 unlocking my phone? Have they? How can I tell? No human beings at 02 are there to speak to except for those that only handle contract. (Which is appalling as I have spent so many years on contract and have been with 02 for 19 years without any loyalty bonuses or help).

[MI5]

@Koszmar 

Sounds like you have entered a wrong code too many times and hardlocked the phone.

I'lll ask @Martin-O2 @LukasB or @TheresaV to contact you for more details.

[Koszmar]

That's strange as I hadn't put the code in that many times and always put the numbers in correctly. Also hypothetically if it was hardlocked why would the 02 sim still work?

[MI5]

@Koszmar 

It's because it's locked to O2 so only O2 sim cards will work in it.

Assuming you have the correct code, you put a none O2 sim in the phone and then enter the unlock / unlatching code on the screen.

[Koszmar]

It isn't working.

[TheresaV]

Hi @Koszmar 

Sorry you are having trouble with this. I will send you a private message as I need a few more personal details to request your unlocking code 

Thanks for the tag @MI5