unlock--am i missing a step??

[Anonymous]

i have a payg number, and recently bought a secondhand smartphone and have moved to another network.

this week, i requested an unlock through the website. i was given a PUK and told that my unlock would arrive by email.    it arrived yesterday, and this morning i had time to follow the instructions:

"Your unlatching request has been completed. Unlatching instructions :
The code you require for IMEI 123etc  is as follows :
85etc, a 16 digit number. 
Unlatching a Sony Ericsson device :
Power on the device with a non O2 UK SIM card.
The device will show: SIM network unlock PIN.
Enter the unlock code NCK for the network lock and press Unlock.
The device will pop up a message : Network unlock successful."

***

so i put in the non-O2 card and power up.

i'm asked for "SIM network unlock PIN"

i enter the 16 digit number.

then things are different, because a SECOND window comes up, asking for a PUK.  i enter the 8 digit code i was given, and it seems too long?  like it should only be 6?

and it's unsuccessful.  i'm using the correct numbers.

phone was working fine with o2 card, i've checked the imei number--not on blocked lists, phone bought from a reputable secondhand chain that does checks on their phones,  the new sim is activated.

any ideas?  O2 support is offline now, not sure i'll have time while they're open tomorrow.

[Cleoriff]

Deleted by me...

[MI5 · Accepted solution]

The PUK relates to the sim card in the phone now, not your old O2 sim card so ask your new provider for the PUK for your current sim card.

[jonsie]

What phone do you have?

If the phone is asking for a PUK code it is an 8 digit number but you require the PUK for the non-O2 sim.

[jonsie]

Bear in mind that entering the PUK incorrectly 10 times will permanently block the sim and you will need a replacement.

[MI5]

Now you have successfully entered the unlock code the phone should be unlocked anyway.
Try another non o2 sim in it to confirm if you have one.

[Anonymous]

thanks for hte suggestion about the puk being for the new sim.

but:

a) why did o2 send me a PUK when i requested an unlock,

and 

b) i have an email from the new network saying the new sim is activated, and it wasn't locked.

i have restarted the phone several times. wifi is working, but it keeps asking me for network unlock codes,which i don't want to retry, afraid of being locked out!

i am not looking forwards to this phone call.

my account has been debited the £15, so i know O2 thinks things are moving.

[Anonymous]

will try partner's sim later.

[Cleoriff]

---

@Anonymous wrote:

will try partner's sim later.

---

Good idea. I think you will find the phone is now unlocked

[MI5]

No problem with phone now, just the new sim puk.