Z3 asking for sim network unlocking pin after repair

[Lottie28]

Hi

I am looking for some advice please regarding my Z3, I don't seem to be getting anywhere with Sony and 3 and wondered if the problem I am experiencing has happened to anyone else?  Please see the email I have just sent Sony below, i thought it would be easier to post this than try and explain the problem.

Thanks

Hi

I sent my Sony Xperia Z3 to you order number 1-19830730939 as the screen had stopped working.  You kindly fixed the phone for me and I received it back this week.  Unfortunately when I went to put my sim card in the phone it asked for a “sim network unlock pin” and I also noticed that some of the writing on the screen/apps is in German?  I went to the settings and made sure the language was set to English which it was!

I spoke to 3 regarding the network pin and they advised me to speak to you as it looked like I had been sent an incorrect phone as all their phones are unlocked and if the phone was working with my 3 sim previously it should still be working now.  I phoned your support department and it was explained to me that the correct phone had been sent back to me as the IMEI number was the same and that the problem might have occurred when Sony performed a factory reset on the phone.  I was advised to speak to the company I purchased the phone from as it might not have originally been a 3 phone and was unlocked from another network and to speak to 3 again to ask for an unlock code.

I spoke to 3 again the next day and they advised me that they have never had this problem before and that the IMEI number was definitely registered to their network, I had purchased the phone with on a 3 contract.  They told me that they would fill out and unlock request for me and that I would hear back within 7 days with a code.  I also phoned the company I purchased the contract from and they confirmed that the handset was a generic handset and was unlocked, it was not registered to any network. 

I received a text from 3 yesterday advising me that they cannot provide a network unlock code as my phone is already unlocked.  I spoke to 3 again after receiving this text and they said they would look in to it further.

I am really not sure what to do and I was wondering if you could offer me some advice please?  The phone was working absolutely fine on 3 before I sent it for repair and now it won’t recognise my sim card and is coming up in German do you know what could have happened?  The longer this goes on I am not able to use my contract so I am paying 3 for something that I cannot use.  No one seems to know what has happened and seems confused by it, I have tried my sim card in my partners Z3 and it works fine, my partner tried putting his card in my phone and it still asks for a network unlock pin.

I would really be grateful for any advice or support you could offer, I am really struggling being without a phone.

[Thommo]

If you are been asked for a network unlock pin then your mainboard has been changed or it has been locked to a network - If you went direct to Sony for the repair then the fault is there's and if you went through your network then the fault is on them - There is nothing we can do as we are merely members like yourself, Sony also are unable to provide unlock codes for devices, only networks can do this - You have an argument for due care and attention not been taken as a job sheet explaining the issue has not been followed and if you have no sheet explaining the work carried out then this could present an issue in that you have no proof and you could therefor be deemed as having the wrong device for your warranty or you have tampered with your device

[stockyvillage]

@Thommo I had a Sony T locked to 3UK and the reason it takes a week or more to get unlock code is they State that Sony have the codes and not them.As for @lottie28 all the Z3's that 3UK have put out on contract are unlocked and they are D6603 with the ability to unlock the bootloader.So if anything has gone wrong it most certainly be down to the repair center.As you know yourself if you set Android up in English it doesn't have German included.

[Lottie28]

Thank you both! I have spoke to Sony on numerous occasions now and they just aren't interested at all they said there is nothing they can do even though my phone was working fine before I sent it to them! I have spoken to three about 4 times who have been really helpful but they said the phone is unlocked so cannot provide an unlock code! it's just getting ridiculous now as I'm paying for a contract I can't use!

[Thommo]

Then you need to ask for a deadlock letter and either go to your trading standards office or spend about 20 to 25 quid and go through the small claims court - I have done this numerous times but without a deadlock letter most courts won't entertain you as you aren't deemed to have given these company's a chance to rectify the situation

[1bit]

H Lottie28,

more and more I am getting upset reading how Sony treat their customers!

Can you try *#*#7378423#*#* - Service Info - SIM lock

I have dual SIM purchased from HKG and this is what my screen looks like:

Sim Card 1:

Network 0

Network subset 0

Service provider 0

Corporate 0

SIM 0

Sim Card 2:

Network 0

Network subset 0

Service provider 0

Corporate 0

SIM 0

As well, have you tri to find uout what network is the phone locked to?

Did you check IMEI *#06# that it matches your IMEI on the box of the phone?

I would write directly to Sony President and CEO in Japan, recorded delivery:

http://www.sony.net/SonyInfo/CorporateInfo/

Please let us know how did you get on.

[Rickard]

@Lottie28

Do you still have the box the phone came in? On the label on the box you should have an SI-number (xxxx-xxxx). Could you please let me know what number you have there?

[Karolinad]

Hi,

I've got quite similar problem. I know that this post is from 2015, but maybe there is someone who can help me. I will copy here my emails with Sony.

e-mail 1:
Hello.

I have an X PEERIA M5, which I send twice to your service. Ever since I got it back there seems to be a SIMLOCK on the device, allowing me to use only my Lebara sim card. This problem did not occur before, as I was able to swap my UK(Lebara) and Polish(Play) sim card without any problems. Today I wanted to switch to my new sim(Three UK), but my phone is asking again for a PIN number, which I never set. Could you please help me with this problem. Neither Lebara or Three ever touched my phone, so I'm assuming the SIMLOCK was placed in a Sony support centre. Thank you for your reply.
Karolina

Sony answer:

Dear Karolina,

Thank you for contacting the Sony Xperia support centre.

We are sorry to hear about the unlocking issues you are facing with your Xperia M5, we hope to resolve this issue shortly.

However, as Sony does not insert any codes on its devices, we would recommed contacting Lebara as the lock is most probably set by them.

Sorry for the inconvenience, and thank you for your patience.

e-mail 2:

Hello,

As I have stated earlier Lebara did not come with contact with my phone, as such could not have placed a SIMLOCK on my device. Sony is the only entity that has in any way tinkered with my phone. I would like to express again that I did not have this issue prior to sending my device to Sony and as such I find Sony responsible for my current problem. Furthermore, my boyfriend has the same exact phone and he had no problems swaping his SIM cards, so the SIM card itself is likely not the problem.Now I am paying for a network contract I can't use and I would like to hear a solution form you other that contacting a network provider that has never need in direct contact with my phone. Thank you for your reply.

Sony answer:

Dear Karolina,

Thank you for contacting the Sony Xperia support centre

We would like to extend our sincerest apologies for any trouble this may have caused you.

But, With regards to your query, As we mentioned before in our previous communication we as Sony don't have any hand in such a lock made by the SIM card.

We would recommend contacting your network provider to get it sorted.

 ***

So as you can see, Sony avoid responsibilty for that and deny everything. To be honest I don't know what to do. I have SIM PIN to my cards, which I never had to use, but they are not properly to what my phone is asking for. 

Thanks for any reply and suggestions.

Karolina