Seemingly impssible to unlock Sony Xperia XA

[Anonymous]

Hi everyone,

Hoping someone can help here. My missus gave me her old phone, she's on O2 I'm not. Phone has lonog since been paid off, was originally sold through Carphone Warehorse.

Been asking for it to be unlocked and was initially told by O2 that CW had to do it. They said no, O2 must do it. Then was told by O2 that Sony must do it. They said no, O2 must do it. O2 now say they cannot do it. 

What do I do? I lost my (contract) phone in Feb, we're both NHS workers, so could really do with some help here. If I raise a complaint with O2 will they take responsibility here because we are getting passed off every time.

With thanks,

Nick 

[jonsie]

Follow the process here @Anonymous 

Guide: Cancelling Your Contract 

It's definitely O2 who need to unlock it for you

[gmarkj]

Have you checked it is actually locked?
CPW don't normally lock phones.
If it is locked, it should be o2 that provide the code. Get your partner to use it for a couple of days, then in the My o2 app there is an option to unlock device.

[Anonymous]

thank you jonsie.

The phone itself (Sonny Xperia XA) is locked to O2, it's not the PAC code.

O2 say they cannot do anything.

What do I do next, go to Ofcom?

[Anonymous]

Thank you gmark

yes, it's locked, when I insert my Vodafone SIM it says "Phone not allowed MM #6"

Have requested the unlock through the accont and the app and verbaly on the phone to cust svcs. emailed them too they repeatedly tell me they cannot unlatch it

[gmarkj]

Have you tried as suggested(other half to use it for a few days and then request unlock via My o2)?

[jonsie]

Can you assist @Marjo ?

[Anonymous]

yes, thanks gmarkj , tried that. she has her current phone, and our kids phones on O2, so at cust svcs advice I bought another O2 payg SIM and have had that in the phone since (so it didn't ****** up their accounts).

Still being told it's impopssible, don't understand why, or what we can do about it

[Anonymous]

Any ideas about this guys? @Marjo can you help?

[MI5]

@Anonymous 

Go to Settings >Network settings and check that the phone is set to automatic network selection.