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The EE shop should have owned and managed this for you, not made you go on a goose chase.
Firstly when you put a non EE\Orange sim in the phone does it ask for the unlock code?
If it does you have two options, 1 go back to customer services and ask for the code, they can generate one again, 2 go to a third party website and pay for them to generate the code. You can try the company here who charge £15.
Please let me know if you need anything further
It should say "SIM Locked" if its saying invalid SIM it suggests the SIM card may be faulty, try a different O2 sim.
Just wanted to follow up to see how you got on with a different sim?