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2018-11-20 08:25 PM - edited 2018-11-20 08:29 PM
Hi there Sony.
I have recently brought a lovely condition z1 from eBay, it was advertised as unlocked but when I got it it was locked to orange mobile (now EE). I contacted EE and they have sent me the unlock code but upon checking I have 0 sim unlock attempts left. I contacted your global support and have been told you don't do support for the z1 any more and that you cannot reset the attempts as it requires software to be flashed? Surely there is a way the sim unlock attempts can be reset? I am on contract with 3 mobile and have just paid good money for this phone so I really need it, thanks in advance for any help
2018-11-21 12:26 PM
Hi @Lewis70, welcome to our forum!
According to the information that I have available, the Xperia Z1 has not reached end of support. Did you receive this information from your Local support team?
To have the attempts reset, the device will need to be sent to an authorized service centre and your Local support team will assist you further with this, or if the service to send in your device directly through website is available in your market, you can book a repair order there.
I hope that helps!
2018-11-21 11:26 PM
Thank you very much for your help. I followed the steps as guided by EE network and sent you an email through support.sonymobile.com/gb/contactus i thought this would of been the case but i have two emails stating that they don't offer support for it any more which then would of left with with a phone locked to orange (don't even exist anymore).
I have the unlock code from EE which i also paid for and they stated it shouldn't be a problem with you guys at Sony to reset the unlock attempts.
I really appreciate your reply and im very glad i came on the forum now instead of giving up and i am ready to do whatever i need to next to get this sorted.
2018-11-23 03:57 PM
Hi again @Lewis70!
As I wrote in my previous post, to have the attempts reset, the device needs to be sent to an authorized service centre, as this is not something you can do on your own, even with the Windows/MacOS program that we have.
Were you able to book a repair using the website in my previous post? If you haven't done that, please try that and let me know how it went!
2018-11-24 02:18 AM - edited 2018-11-24 02:19 AM
Thanks @Jonas i do very much appreciate your help, i followed the link to contact support through your previous post and have provided them the details and the link to this forum post now awaiting reply
2018-11-24 09:50 PM
Hi @Jonas they have told me the same again, (copy and pasted):
I have tried this email method twice now and have told me the same both times
2018-11-27 01:46 PM
Hi again @Lewis70!
That is very odd and as I wrote earlier, it should not be end of support according to all the information that I have available.
Did you try creating a repair order? If you were able to create one, the device is not end of support as it should not be accepted by the system and the repair order should not be completed.
I'll try and get in touch with the Local support team that you have contacted.
Feel free to keep me posted!