Sony Experia Z 5 Compact, Locked Or Not?!

[Impret-Sir]

Hi,
I recently bought the above phone from Cash Converters, it was advertised as being unlocked. When I put my Virgin SIM card into it it asked for a 'network unlocking code'. Virgin tech support tell me his means that he phone is in fact locked. I looked for details of unlocking on line and discovered an set up screen on the phone where I located the 'SIM card IMSI' which had a '0' next to the 'Network' heading. The website said that this means that the phone can not be unlocked as "there are no turns left". Then I looked on the 'Configuration' page and under 'Remote lock state', it says 'Unlocked'. I am confused! Have Cash Converters sold me a pup? Is that website correct that this phone can not actually be unlocked? Any help, information, much appreciated!

[barry1010]

Your phone is hard locked and cannot be unlocked by a code. Take it back to the shop for a refund as it was sold as unlocked and clearly isn't

[barry1010]

The remote lock state has nothing to do with the SIM card or network.

[Impret-Sir]

Thank you Barry for your answers, can you please explain why the phone cant be unlocked now? How many times can it be done??!

[barry1010]

Could be stolen or reported as lost.

[Buenchico]

This, from your phone's manufacturer, would appear to back up what Barry has said:
https://www.sony.co.uk/electronics/support/articles/00235502

Cash Converters stores are franchises, so there might be a bit of variation in the standard of customer service from one branch to another, but most are quite good at sorting out problems.