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

[O2Ellie]

Hello @MI5, thanks for the tag. 

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

[MI5]

Thanks @O2Ellie 

[MathewK]

Hello,

I'm having the exact same issue with this handset - @O2Ellie would you be able to help me please?

I've followed the instructions from a previous post by @O2Emma:

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.

I get the following: [x]   Network   5

Thanks for your help 🙂

[O2Ellie]

Hi @MathewK I will private message you now and we can look in to this further for you.  

Thanks 😊