Unlatching a Sony XZ2 Compact

[AnthonyC_16]

Hi.  

I have come to end of a contract with o2 and my handset is now paid off.  I have requested o2 unlatch my phone to enable me to use it with another provider.  They have sent me a code which doesn't work.  I have been into a store and I have been told the code is incorrect (according to the manager in the store) and they will send me a new one.  The new one arrived and it was the exact same code.  Then I was told by o2 that it's Sony who supply the code to unlatch it.  While in the store I was on the phone to Sony who confirmed it is o2 (or any network provider) who supplys the code.  I am now stuck with a phone tied to o2 that I have paid for which o2 nor Sony can unlatch.  Has anyone else had this problem or know what to do?  The manager in store has opened up a complaint for me as she didn't know what else to do.

Thanks

[MI5]

@EmilieT ?

[Cleoriff]

@AnthonyC_16

Follow the advice here

https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1...

If you are having problems then maybe @EmilieT could help?

[EmilieT]

Hi @AnthonyC_16, and sorry to hear you're having some trouble getting your phone unlocked. It sounds like you already followed the normal process so I'd gladly get someone to look into this for you - I'll send you a Private Message shortly to get a few more details first 

Thanks @MI5 and @Cleoriff for the mention!

[jonsie]

I'm guessing there is a chance that this phone is hard-locked now.

[MI5]

@viridis will know the code to check that.

[EmilieT]

@AnthonyC_16 You should have now received a callback from the gurus, that hopefully sorted things out - however if you need any further help give us a shout!

@jonsie 

@MI5

Fingers crossed this won't be needed here but it'd still be interesting to hear more from @viridis on this either way

[viridis]

*#*#SERVICE#*#*
Service info
Sim lock

Look for
[X]. Network 0 = hard locked
[ ] Network 0 = unlocked
[X] Network 1-5 = attempts left

[MI5]

Top man

[jonsie]

fingers crossed.......