How to unlock Idirect 3100 modem from an operator

Hi All,
My vsat site was operating on an european operator's platform using Infinity 3100. This operator had technical problems. I decided to move my vsat on another platform.But my vsat is showing as locked.Former operator does not know why my modem is locked.It seems that has been done accidentally when his network went down. I am looking for a procedure to unlock my modem.I will appreciate your help.