"SIM card is Perso locked"

[winger99]

Hi, I've been trying to give my daughter my old Sony Experia 10 II phone, but when I insert her Lebara SIM into the Sony it says "SIM card is Perso Locked" and asks for an unlock code.

However, the EE website says that the IMEI number IS unlocked and won't give me a code. I tried the ee customer service, the first time I received a text link to a website that said that I needed to visit the ee website to request an unlock code, I tried again using all the menu options and ended up with an automated voice telling me the same thing. Couldn't see an option to talk to a real person at all.

The phone has been turned off for about 18 months so I wonder if it hasn't registered that it should be unlocked?

Is it possible to get a new unlock code sent to force the unlock?

I've tried a Tesco (O2) SIM and that has the same result, and the Lebara SIM works in my old, old Sony phone that my daughter is currently using.

Thanks

[Katie_B]

Hello @winger99. 

Thanks for coming here. 

As you have already tried another network SIM the next steps I would recommend would be to contact our technical care team. 

The team will have access to the handset information and will be able to look into this further for you. 

Katie

[winger99]

Thanks for the reply Katie,

Do you have a contact number / email address for the technical care team? I couldn't find a way out of the automated system to talk to a real person.

[Christopher_G]

Hi @winger99 

There isn't an email address for them, but you can find our contact numbers on our contact us page. You should be able to get through to speak to someone following the options for technical support.

Chris