topic Re: Samsung S10 5G network locked in Archived Posts

Samsung S10 5G network locked

Jmellis86 — Thu, 06 May 2021 20:01:09 GMT

Hello,

I bought a Samsung S10 5G directly from Samsung Liverpool One in August 2019. I paid it outright. I put our EE SIM (SIM only pay monthly) in and used it until April 2021.

Due to a screw up with the billing team, we decided to leave. Moved over to Virgin Media. Put the VM SIM in and a message prompts that I need to enter a network lock code.

I filled in the form but the IMEI is not recognised.

I used chat to help out. Still waiting over a week later. Called EE and asked them to look into it. The agent could only email his colleague and wait further.

Anyway, he mentioned that if they can’t unlock it I would then, need to find a 3rd Party.

My question now is. Why is EE locking my privately owned phone and why would I need to go to 3rd party? I mean, it’s my phone and EE decided to lock it down and brand it their own.

I would also like to know, will EE cover the cost from the 3rd Party? Since EE is responsible for locking the phone in the first place.

That is all for now. Thanks.

Re: Samsung S10 5G network locked

Jmellis86 — Thu, 06 May 2021 20:07:40 GMT

Just to follow up on this. Samsung state on their website that they do not lock any device. The network locks it and I must contact the network and not Samsung.

Source: https://www.samsung.com/uk/support/mobile-devices/i-inserted-a-new-sim-card-and-now-it-is-asking-me-for-a-pin-or-unlock-code-to-unlock-it/

Re: Samsung S10 5G network locked

Christopher_B — Fri, 07 May 2021 08:20:45 GMT

Hi @Jmellis86

Welcome to the community.

When you buy your own phone some of them will lock to whatever network SIM is put in it first. This is common practice across most UK networks.

It can take up to 10 working days to unlock a phone. When was it you first placed the unlock request?

If the agent you spoke to has emailed to chase this up then they should get back to you once they have an answer.

Thanks.

Chris.

Re: Samsung S10 5G network locked

Jmellis86 — Fri, 07 May 2021 08:58:52 GMT

Dear @Christopher_B ,

Thanks for the prompt response.

I would like to address, in the Terms and Conditions, there is no mention of locking the device that is owned outright. It does, however, state that any device provided may be locked. In that case, it excludes me.

Also to mention, Ofcom details are also vague in this field. It mentions if the device was bought from the network, but no mention of the device was bought outright. Furthermore, it outlines the policies which bring it back to the T&Cs.

Source: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/mobile-phone-locking-and-unlocking

My understanding is, EE decided to do its own thing. This is not common practice. More like an unwritten rule.

It was 10 days ago. I will wait until Monday.

I wanted to discuss this and find out the real process. There are some questions still left open, such as where do these codes come from? Looking online, some people are having to wait 30 or more days. Samsung state it is nothing to do with them. EE needs to "make" enquiries to get these codes. From where? If EE Set the lock. Why does it take so long? Some forums detail that 3rd Parties get codes from the network provider and either work for a network or know someone at the network. Seems sleazy to me.

Re: Samsung S10 5G network locked

Christopher_B — Fri, 07 May 2021 09:37:47 GMT

@Jmellis86 This doesn't happen with all phone, just some.

We've already got most codes, however there are some that take anything up to 10 working days for us to get from the manufacturer and then email or text to you.

I promise you we will always do this as fast as we can.

Thanks.

Chris

Re: Samsung S10 5G network locked

Jmellis86 — Fri, 07 May 2021 16:59:31 GMT

Hi @Christopher_B ,

Just an update for you and community.

I received a text stating that the phone is already unlocked and I may now enter the new SIM.

I did this and now I am prompted for something called MCK.

How many levels of locking down does EE do? What is the purpose of locking the privately owned phone so thorough?

A Samsung representative informed me over the phone that neither the Network Lock Coes and Master Code Key have anything to do Samsung. When I asked where these codes come from, the response was very grey. There is some sort central database for network providers.

My assumption is, it’s like a repository. Listing various claimed IMEIs with various statuses like network, black listing etc. This repository or database rather is probably only accessed by “some” network providers.

Hopefully, I get the ownership to my phone back very soon otherwise it will look like EE will be supplying a replacement phone.

Re: Samsung S10 5G network locked

Leanne_T — Fri, 07 May 2021 17:28:02 GMT

Hi @Jmellis86

if you are being asked for an MCK code, this should be provided by the manufacturer. This may be needed if the unlocking code has been entered incorrectly.

Once you have this and the unlocking code we have provided, you will be able to use other network SIM cards.

You can find information in our How do I unlock an EE device to use with another network, Help page.

Thanks.

Leanne.

Re: Samsung S10 5G network locked

Jmellis86 — Fri, 07 May 2021 17:39:03 GMT

Hi @Leanne_T ,

I appreciate the feedback. But just to inform you on the main frustration, the device should never have been locked by EE to begin with. It was never supplied by EE. I bought it outright from Samsung.

I have been in touch with Samsung today at approx 12:45pm. They cannot supply the MCK code.

An EE SIM works in the handset. But not VM. I think it’s clear which provider has imposed on the lock!

More than likely I’ll have to wait another 10 days form today…

Re: Samsung S10 5G network locked

Leanne_T — Fri, 07 May 2021 17:42:04 GMT

Hi @Jmellis86

I am sorry to hear this.

Can I just check, have you been given an unlock code from us? or did you get advised the phone was unlocked and to try the other network SIM?

Thanks.

Leanne.

Re: Samsung S10 5G network locked

Jmellis86 — Fri, 07 May 2021 17:53:37 GMT

Dear @Leanne_T ,

The message is the following:

Hi from EE, Your phone is already unlocked so you can put your new SIM card in and start using it now. You will not be charged for this request. Thank you, EE.

No code was supplied but I had a chat with the "Chat" and your colleague has forwarded another email to the Unlocking Team. An MCK was requested.

I don't think you need to do anything further at the moment @Leanne_T . I will await a response. Though, if there is anything you can do, perhaps have some senior verify that the correct steps have been followed and that we can successfully unlock the phone.

Should it be needed due to doubt, I have all documentation of where, what and when the device was purchased.

Re: Samsung S10 5G network locked

Leanne_T — Fri, 07 May 2021 18:25:58 GMT

Thanks for the further details @Jmellis86

Sorry we have no account access on the community, this will be getting looked into by the right people.

Please keep me updated with how you get on.

Thanks.

Leanne.

Re: Samsung S10 5G network locked

Jmellis86 — Fri, 21 May 2021 13:25:48 GMT

Just a quick update. We are still waiting for a code. The original request was submitted on 26th April.

I can see why Ofcom has decided to put a ban in place. I really wish this was much sooner.

The ban will start from December 2021.

The fact that a ban is required, goes to show that networks like EE are really not that good as they make out to be. EE should have taken the step to give their customers a better experience.

Re: Samsung S10 5G network locked

Chris_B — Fri, 21 May 2021 13:30:39 GMT

@Jmellis86 Your issue about your device locking to EE is not with EE it’s with Samsung as they actually program device to lock to the first network Sim card that got put into it EE didn’t do this as the device doesn’t have EE software on it. And because of that you’re now having to request EE to unlock the device.

Re: Samsung S10 5G network locked

Jmellis86 — Fri, 21 May 2021 13:42:01 GMT

@Chris_B Thanks for the prompt response Chris.

It seems to me, that nobody wants to take ownership of who is responsible of locking the handsets.

Samsung blame EE, EE blame Samsung (or rather, the Manufacturer).

I can see why Ofcom is abolishing the locking of handsets by banning it entirely. I suspect mainly because there are elements of misuse.

Re: Samsung S10 5G network locked

mikeliuk — Fri, 21 May 2021 13:51:10 GMT

Hi @Chris_B ,

Do you have a reference online to say that the Samsung S10 or any other similar Samsung phone will device lock itself to the service provider of the first SIM card inserted into it?

I'm not aware of this behaviour with any unlocked phone on any other network?

Ofcom-provided information suggests such device locking is when a device is purchased from a service provider and I don't see any reference that an unlocked mobile might become locked if accidentally used with EE before any other service provider (I'm not aware of this happening with any other service provider).

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/mobile-phone-locking-and-unlocking

Here is one reference I see regarding Apple's phones but I can't find anything regarding Samsung? https://forums.digitalspy.com/discussion/2109154/iphone-locked-to-first-sim

One reference from Samsung:

Network Lock

If you originally received your device from one network provider and your new SIM card is from a different network, the original network provider may have locked the device to their network.

Samsung does not lock any of its devices to any particular network. You will need to contact the original service provider or retailer to request an unlock code.

Some service providers may allow you to unlock the device for a small charge or for free, whereas others may not allow the device to be unlocked at all.

https://www.samsung.com/uk/support/mobile-devices/i-inserted-a-new-sim-card-and-now-it-is-asking-me-for-a-pin-or-unlock-code-to-unlock-it/

Re: Samsung S10 5G network locked

mikeliuk — Fri, 21 May 2021 16:56:07 GMT

Hi @Jmellis86 ,

I think it's also useful to take the opinion of the vendor of the phone to ensure it was a fully unlocked phone and would not device/vendor lock to the first SIM inserted

Edit: perhaps you were accidentally provided with a mobile which was not fully unlocked but instead intended to be supplied to a service provider or a reseller such as CarPhoneWarehouse to be device/vendor locked to the first SIM?

Re: Samsung S10 5G network locked

Jmellis86 — Fri, 21 May 2021 14:35:44 GMT

Hi @mikeliuk ,

I am not sure who the device was intended for. I understood that devices provided by the network were locked. I’ve known that for over 20 years. I accept that.

I bought a handset outright and expected it to be free from locking. No branded apps were installed. Samsung store staff didn’t mention anything about it being locked. They did say at the time, only EE were 5G compatible network.

The phone is only useful for WiFi use at the moment. I can insert a EE SIM and it works.

Besides, I’ve been in contact with Samsung. They cannot help me and I’ve been directed to EE and this is where the problems start. EE did at one time tell me to go to the manufacturer, even when all legitimate sources point to the network.

If I go to a 3rd party, I am guaranteed an unlock code within hours. I go to EE and I’m told up to 10 days. I don’t understand why.

The thought of using a 3rd party is not on my mind because I’ve read it could invalidate the warranty thus potentially invalidating my insurance.

If phone locking was common knowledge, I wouldn’t be in this situation.

Re: Samsung S10 5G network locked

mikeliuk — Fri, 21 May 2021 14:52:52 GMT

It seems like an extremely unfortunate situation and I have used Samsung for many years in the past and never come across this.

The fault would seem to lie either with the vendor of the Samsung S10 phone or with EE. As EE is clear they do not believe they would interfere with an unlocked device, the next thing is to get the opinion of the vendor of the phone.

I'm also not aware that SIM cards have the choice of interfering with unlocked phones so I think a good argument can be made it was a feature of the device that was supplied to you. Potentially a claim can be made against the vendor for selling a mobile falsely advertised as unlocked to all networks but in fact locked itself to the first network accessed. Potentially your credit card company may be able to assist as they will be jointly liable for any sale (obviously assuming a credit card was used).

Re: Samsung S10 5G network locked

Chris_B — Fri, 21 May 2021 15:04:23 GMT

@mikeliuk It wasn’t a unlocked device as such, 3rd party sellers like the carphone warehouse sold such devices even if you purchased it outright from them. It’s not just Samsung devices it all devices even iPhones. The device to be a unlocked device has to be sold as a unlock network free device. Places like the carphone warehouse can’t have stock for every network that they sell devices for so they have one phone that will lock to any network that that Sim card is from. Can you imagine the amount of phones they would have to stock if they sold devices already locked to one network.

this part here

“Samsung does not lock any of its devices to any particular network. You will need to contact the original service provider or retailer to request an unlock code”

that’s correct because Samsung doesn’t know what network that phone is going to be used on. But if it’s not a unlock device it will lock to the first network that the first Sim card is on that placed within the device.

There’s been posts on here where people have bought new phones through different networks/3rd party sellers but have seen out their EE contract and have put the EE sim in the other network provided device and when they went to put their different network Sim card in the device that came from that network the device was locked to EE because it was a device that was always going to lock to the first Sim card from whatever network. And it’s always EEs fault it got locked to the EE network.

Re: Samsung S10 5G network locked

mikeliuk — Fri, 21 May 2021 15:06:09 GMT

Hi @Chris_B ,

That sounds reasonable purchasing from a reseller who resells from many service providers but the retailer as far as I can tell is a Samsung-branded retailer so I wouldn't have expected them to stock truly unlocked phones side-by-side with phones falsely advertised as fully unlocked.

There's no suggestion anywhere that devices are pre-locked to a network out of the manufacturer's box as indeed there are a high number of vendors and we cannot know what combination of phone and SIM would be purchased.