Getting replacement iPhone unlocked.

Hi,
On the 5th May i went into the istore in covent garden with my old iPhone 4s on Orange. My phone had encored a software/sim issue where it wouldn't pick up signal and was constantly saying "searching". I upgrade to an iPhone 5s on EE the week before my visit to the istore as my contract was up for renewal and my 4s wasn't working.
I got notified by one of your staff that as my phone 4s was out of warranty with both apple and orange they couldn't do anything for free however i could replace my faulty phone with a new one for £159 which i did. I was told that i would need to get it unlocked if i wanted to use the phone with a different network sim.
I have been trying to get my phone unlocked through EE since the 12th May and it has been a nightmare. As it stands they are tell me that the replacement 4s phone needs to be unbricked...which to my understanding is reversing it from being jailbroken. At no point was my old phone jailbroken and i have only turned this brand new replacement phone on several times to try activate it which have failed.
Im at a crossroads because EE are being awful there customer service is completely backwards and i just need some advice.
I find it very hard to believe that you would supply me with a jailbroken phone.
My issue is that i don't have my old sim to put in the iPhone 4s my new sim is too small to fit in and i only have the new o2 sim that says i need to contact my carrier EE or apple to get it unlocked.
I can supply you with both the old and new imei numbers if needed.
Hope this is enough info and you can help me with this very frustrating issue.
Jack

This is how the unlocking process works as long as EE have processed the request correctly ( unfortunately an unlikely scenario)
iPhone: About unlocking

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