topic Re: Unlocking a device in Android Devices

Unlocking a device

Floresque — Mon, 06 Nov 2023 22:36:45 GMT

Hi everyone - I have a Samsung device that is locked. I started the unlocking process by pressing *#06# to find my IMEI number which I then verified on the form. I was then taken to a screen which gave me my unlock code which I was told to keep handy as I would "need it for the next bit"

I was asked to "Hit the link below. We’ll explain how to use your unlock code to finish things up"
Unlock your Samsung device

That link takes me back to the screen with instructions on how to retrieve and verify my IMEI number which I have already done - if I try to repeat those steps I get this message

I then entered my email address to have "the steps to unlock your device" sent to me by email. The email says my unlock request has been accepted and shows my IMEI device number but there are some simple steps I need to complete on the device itself before I can use it on any UK network". There is also a link. Great - now I'm getting somewhere - the link takes me to this page:

https://ee.co.uk/help/mobile/manage-use/unlock-device/unlock-an-ee-device-to-use-with-another-network

There are no further instructions to unlock my device or how to use the unlock code I was given - which is different to the device's IMEI number. The two links on the page to unlock my device take me back AGAIN to the IMEI retrieval and verification page which I have already done and tried to repeat. After an hour of going round in circles I've given up.

Can anyone help me please?

Re: Unlocking a device

James_B — Tue, 07 Nov 2023 08:26:23 GMT

Hi @Floresque,

Welcome to the EE Community. 🙂

To complete the unlock, insert a SIM card from another network into your phone and enter the unlock code when prompted.

Hope this helps.

James

Re: Unlocking a device

Floresque — Wed, 08 Nov 2023 14:53:42 GMT

Hi James - thanks for your help. I tried that and it didn't work. When I insert the sim the prompt says the SIM network PIN is blocked and I need to enter the SIM network PUK - I haven't a clue what that is.

Re: Unlocking a device

James_B — Wed, 08 Nov 2023 15:26:48 GMT

Hi @Floresque,

Tap here to view your PUK code in your online account.

James

Re: Unlocking a device

Floresque — Wed, 08 Nov 2023 16:01:29 GMT

Hi James - thanks but that's not going to work because the PUK code is for my EE SIM. I'm trying to unlock the phone to use it with a SIM from another network. I have the code to unlock it but it's no use until the phone itself is unlocked.

Re: Unlocking a device

Christopher_G — Wed, 08 Nov 2023 18:15:20 GMT

Which SIM is asking for the PUK code, @Floresque? An EE SIM or the new network's SIM?

Chris

Re: Unlocking a device

Floresque — Wed, 08 Nov 2023 18:33:33 GMT

Hi Chris - neither. it was asking for the sim network unlock pin so I could use it with the new SIM. I spoke to an EE adviser who said I needed to use the device unlock code in two halves - but first had to unlock the SIM I wanted to use in the phone first.

Anyhow - the advice I was given was wrong and I managed to figure it out myself 😊

Re: Unlocking a device

Christopher_G — Wed, 08 Nov 2023 18:50:31 GMT

OK, I see, @Floresque. Thanks for letting us know. 🙂

Chris

Re: Unlocking a device

ArifD — Wed, 15 Nov 2023 08:53:06 GMT

Hey

I've got the same issue.

What did you do to solve it?

Re: Unlocking a device

Leanne_T — Wed, 15 Nov 2023 10:49:10 GMT

Hi @ArifD

Thanks for coming here 🙂

Have you tried another network SIM in the device to make sure this is not already unlocked?

Do you get an error message when entering the IMEI on the device unlock form?

Leanne 🙂

Re: Unlocking a device

ArifD — Wed, 15 Nov 2023 11:01:37 GMT

Hi I have the same issue @Floresque mentions about going round in circles on the website. Then I entered the code 3 times so now I have the sim network puk request

Re: Unlocking a device

Leanne_T — Wed, 15 Nov 2023 12:18:12 GMT

Hi @ArifD

Did you enter the unlock code into the device when another network SIM was installed?

If so, and the other network SIM now needs a PUK code you would need to request this from the network.

Leanne.

Re: Unlocking a device

ArifD — Wed, 15 Nov 2023 12:49:46 GMT

I put in the code given to me by the website, after verifying my IMEI. I put the code in after installing another SIM.

The code didnt work. I attempted the code 3 times. Now it says Sim network PIN blocked. Enter SIM network PUK.

Re: Unlocking a device

Leanne_T — Wed, 15 Nov 2023 13:31:28 GMT

Thanks @ArifD

Have you contacted the other network for the PUK code and entered this?

Leanne.

Re: Unlocking a device

ArifD — Wed, 15 Nov 2023 21:48:51 GMT

Thanks for you support.

I havn't contacted the other network for the PUK code. But I have solved the problem.

What I did was when I was told:

Sim network PIN blocked. Enter SIM network PUK

I entered the last 8 digits of the code I had received. This unblocked the phone.

Then I entered the 1st 8 numbers of the code which unlocked the phone.

Please tell the team to update the page on how to unlock the phone so that this problem doesn't keep on happening to people.

Re: Unlocking a device

nickdb — Sat, 18 Nov 2023 21:42:49 GMT

Still not fixed 18th Nov. 2023, --- but using the above solution (enter last 8 digits, unlock then enter first 8 digits and unlock) worked on my Samsung J4+

The link which is supposed to help you complete the process is

https://ee.co.uk/help/help-new/general/unlock/samsung-galaxy-withfreeze

however it points to

https://ee.co.uk/help/mobile/manage-use/unlock-device/unlock-an-ee-device-to-use-with-another-network

So you go round in circles without getting to the solution.

Re: Unlocking a device

Monoi — Thu, 23 Nov 2023 11:28:31 GMT

Hi, I have exactly the same problem, got code from iMEI, but not accepting, I read you had to put in two halves?

Any ideas please?

Re: Unlocking a device

Monoi — Thu, 23 Nov 2023 11:34:33 GMT

Thanks so much.... 😊😊😊😊😊😊😁😁😁😁😁You really helped me... What has taken hours now has taken me 2 mins with your advice... Maybe EE needs to get their act together..... Thanks so much again

I entered the last 8 digits of the code I had received. This unblocked the phone.

Then I entered the 1st 8 numbers of the code which unlocked the phone.

Re: Unlocking a device

Leanne_T — Thu, 23 Nov 2023 11:58:42 GMT

Thanks for letting us know @Monoi

Leanne 🙂

Re: Unlocking a device

Garibaldy — Sun, 31 Dec 2023 13:03:16 GMT

Thanks from me also!!!

Gave my mum one of our old Samsung S8 phones locked to EE. Put in a new sim from TalkMobile and was asked to enter the "enter sim network PUK".

Typed in the last 8 digits of the EE Unblock 16 digit code, hit enter. Then entered the first 8 digits. Job done!!