All you can do is keep trying with customer service.
Be careful not to enter the wrong code too many times though as you will lock the phone forever.
Check also you are getting an unlock code and not a PAC or PUK
https://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-S...
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.
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