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Unlocking old Virgin Mobile Phone (From Virgin) - Help Needed

My parents have an old Alcatel OT-203e mobile that they are very happy with.  They bought it from Virgin Mobile at a time when they locked their handsets.

 

They have been using it since moving away from Virgin Mobile with EE without issue - as they use the same network.

 

They have now moved to O2 but the phone is asking for a network unlock code.

 

We have tried speaking to Virgin Mobile customer services but they just say they have never locked their handsets (which isn't true).

 

Can someone from Virgin help please.

 

Thanks in advance

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