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Trouble unlocking Sony Xperia XZ2

Lyns1
Level 1: Joiner
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Hi, O2 say that the XZ2 I bought from them isn't locked, the Virgin sim says it is. The Virgin sim works in another phone.  I've requested 3 times 'unlatched' through O2 (once myself using the app +

 twice by calling O2 helpline).   After it didn't work for the 3rd time I called again.  Advised to turn it off and on again and also try a network reset but didn't work.   Said nothing else they can do as they think phone is unlocked even though it's definitely locked.  Have gone through the details with them.  IMEI etc definitely correct.  Can anyone please advise? Thanks

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O2Ellie
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Hello @MI5, thanks for the tag. 

 

@Eruby001 I will private message you so we can look in to this further for you slight_smile

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MI5
Level 94: Supreme
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Thanks @O2Ellie 

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), iPhone 8+ (EE)
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