Trouble unlocking Sony Xperia XZ2

[Lyns1]

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

[Lyns1]

@O2Emma Also Virgin Mobile call handler said that this message means it's handset locked and not sim

[O2Emma]

@Lyns1 Does your phone ask for the NUC or NCK code ?

[Lyns1]

@O2Emma It comes up with sim locked by operator.  No service then once I've unlocked the screen, I get a very dark screen with a line to enter a code with unlock and dismiss buttons underneath.  It's really difficult to make out but I've just noticed "SIM network unlock PIN" above the line to enter the code. 

[O2Emma]

Ok thanks @Lyns1 what happens when you put o2 sim back in phone if you still have it please.

[Lyns1]

Thanks @O2Emma O2 Sim is fine, works as usual.  (Haven't mentioned that I've got code from O2 to give to Virgin but am waiting until this is resolved before giving it to virgin to transfer number over)

[O2Emma]

@Lyns1 I will need you to do these steps this will tell you if already unlocked or not how many attempts left thanks.

1. Remove any SIM card from the Xperia device.
2. Turn on the device.
3. Dial *#*#7465625#*#* to access the service menu.
4. Tap Service info → SIM lock.
5. Look for the 'X' mark.
6. If 'X' is on Network and the value is different than 0, you can remove your device's operator lock.

[Lyns1]

More info

Thanks @O2Emma , Got as far as Sim lock page which is different but Network heading says "Locked! No attempts remaining".

[O2Emma]

Thanks @Lyns1  I will private message you so can access account.

[Eruby001]

Hi can you help? I am having the same issue. 

[MI5]

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@Eruby001 wrote:

Hi can you help? I am having the same issue. 

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@O2Ellie might be able to advise.