topic Re: PUK code not working in Archived Posts

PUK code not working

Hairflicks — Thu, 25 Nov 2021 15:22:21 GMT

I requested a PUK code from EE to unlock my device (moto one macro) i bought from them 2 years ago as i want to switch to another network. They had to send an email to the manufacturer to retrieve the code which i got today but when i try entering it it says network unlock unsuccessful. Not sure what else to try? The new SIM im putting in is active and i've double checked my IMEI number. Any help would be appreciated

Re: PUK code not working

XRaySpeX — Thu, 25 Nov 2021 15:31:47 GMT

A PUK is not for unlocking a device to use on another network but for unblocking a SIM that has had too many failed PIN attempts. Are you sure you are requesting the right code?

Where did you yourself get this device itself originally? Did you buy it yourself new direct from EE or from a 3rd-party reseller or is it 2nd-hand? The unlocking process & costs are different. Was it originally on contract or PAYG? How old is it? EE won't unlock contract devices less than 6 months old.

Re: PUK code not working

Hairflicks — Thu, 25 Nov 2021 15:37:27 GMT

I didn't specifically request a PUK code I rung up EE support to ask them to unlock it and explained my situation which they then put a request in for me to the unlocking team so i presume they would have asked for the right code as they knew my situation. I only call it a PUK code as online I see the code to switch networks is called lots of different things by different networks (PUK, NUC, PUC, NCK).

I bought the phone direct from EE store online with a PAYG sim which I threw away as I had a PAYM sim with EE already so just put that straight in.

Thanks

Re: PUK code not working

Katie_B — Thu, 25 Nov 2021 16:06:47 GMT

Hello @Hairflicks.

Thanks for coming to the community.

What happens when you place the other network SIM into your phone?

Katie 🙂

Re: PUK code not working

Hairflicks — Thu, 25 Nov 2021 16:59:54 GMT

It just says "SIM network unlock pin" and then i type in the code i got from the unlock team which says it is unsuccessful.

Re: PUK code not working

Katie_B — Thu, 25 Nov 2021 17:23:38 GMT

Thanks for getting back to me @Hairlficks.

If the code provided is not working, I would recommend getting back in touch with our unlocking team who can take a further look into this for you.

Katie 🙂

Re: PUK code not working

Hairflicks — Wed, 01 Dec 2021 12:47:36 GMT

What do I do if the unlocking team isn't responding to my emails?

Re: PUK code not working

James_B — Wed, 01 Dec 2021 14:29:54 GMT

Hi @Hairflicks,

Our Customer Care Team will be happy to escalate this issue to the unlocking team if you get in touch.

Thanks

James

Re: PUK code not working

Hairflicks — Mon, 13 Dec 2021 18:28:10 GMT

I request a NUC code for my device 3 weeks ago and got a response relatively quickly except the code I was given didn't work. I then had to wait almost 2 weeks for another response in which they just sent back the same email with the same code even though I told the unlock team it didn't work. I have now been emailing back and forth with them and they say there is no other code they can give me as that is the only one they have. My IMEI number matches the one they are giving me the code for and I have double checked I am entering the code correctly 3 times now but don't want to enter it more incase I lock my phone. I just get an error message saying "network unlock unsuccessful". Whenever I call they just send me the same email so I'm going round in circles. My EE PAYG sim runs out soon and I already am in a contract with another network so this is very frustrating. Would never have bought this phone if I knew EE couldn't unlock it. Not sure what else to do?

Re: PUK code not working

James_B — Tue, 14 Dec 2021 08:11:14 GMT

Hi @Hairflicks,

Are you entering the code exactly as it appears on the email? (The code will be case sensitive)

James

Re: PUK code not working

Hairflicks — Tue, 14 Dec 2021 09:40:17 GMT

Yes, it's just a numerical code so isn't case sensitive. I have entered it multiple times each time making sure I am entering it correctly. As well as had friends watch me enter It to confirm I was.

Re: PUK code not working

James_B — Tue, 14 Dec 2021 10:11:37 GMT

Hi @Hairflicks,

Please get in touch with Customer Care so a member of the team can escalate this issue to the unlocking team for you.

Thanks

James

Re: PUK code not working

Hairflicks — Tue, 14 Dec 2021 10:13:52 GMT

I mean that's the issue... I have been put in touch with the unlocking team four times now and each time they just send back the same email with the same code even after explaining it doesn't work. There has to be something else I can do or someone else I can speak to?

Re: PUK code not working

James_B — Tue, 14 Dec 2021 10:48:24 GMT

Hi @Hairflicks,

Our Customer Care Team are best placed to look into this for you, as we can't access your account via the community.

They'll be happy to help you escalate the issue.

James