topic Re: New website PUK code issue in Security

New website PUK code issue

5568 — Sat, 08 Jul 2023 20:20:24 GMT

Hi, I need to get my PUK code as I've blocked my SIM but every single answer refers to the old ee website - there appears to be no up to date info on where to get your PUK code.

I have tried these answers "Menu > Account Settings > Unlock your SIM."

and

"Go to Menu >Manage device, scroll down to Unblock SIM (PUK code) select Show PUK code"

Neither of these are options in the new website layout, please help as I'm out of hours with the chat and don't have another phone I can use to call EE, cheers

Re: New website PUK code issue

Katie_B — Sun, 09 Jul 2023 06:50:40 GMT

Good morning @5568.

Thanks for flagging this with us, I will pass this to the relevant team tog et this information updated.

Since your post have you been able to locate your PUK code?

Katie

Re: New website PUK code issue

5568 — Sun, 09 Jul 2023 07:43:16 GMT

No I haven't - please help! It's urgent and I cannot find the PUK code anywhere. Thanks Katie

Re: New website PUK code issue

Chris_B — Sun, 09 Jul 2023 07:54:46 GMT

@5568 On the Home Screen just below the image of the device you are using it says MANAGE THIS DEVICE in green, click it. Then scroll down and you’ll find

just below this is your PUK code.

Re: New website PUK code issue

5568 — Sun, 09 Jul 2023 08:05:43 GMT

Hi Chris, thanks for this - the image you shared is what I saw last month (when I did the same thing incredibly...) but since I've updated the app, there is no "manage your device" or "unlock your SIM" option... neither is there on the new layout of the EE website. The only unlocking option is to unlock your SIM to use on other networks, it doesn't give me the PUK

Re: New website PUK code issue

Northerner — Sun, 09 Jul 2023 09:55:01 GMT

Hi @5568

Log into your online account not the EE app.

Thanks

Re: New website PUK code issue

5568 — Sun, 09 Jul 2023 10:12:14 GMT

Hey, thanks for your answer - I've logged in to both - this is the Home Screen I see on the ee website - nowhere does it say 'manage device' or 'unlock device' (unless you have a new sim you want to register...).

I'm including screenshots of what I see here as this is driving me crazy and I still have no way of contacting ee directly.

When I log in it shows me three options:

Billing & Payments

Plans & Subscriptions

Orders

I have been through every submenu on each of those three options and cannot find anywhere you can get your PUK code. Under Plans & Subscriptions you have lots of options (see screenshot) to unlock your phone (to use on another network), register a new SIM, report your phone stolen etc but I can find none of them that refer to the PUK code in any way. There is no 'account settings' in the menu like there used to be where you could easily get your PUK code (there's just 'Home' in the menu which shows you the three options written above) .

I'm so grateful for people's help with this - let me know any ideas, perhaps I'm being completely dumb...

Cheers.

Re: New website PUK code issue

5568 — Sun, 09 Jul 2023 10:37:57 GMT

Hi everyone, after 20 minutes on hold to the free ee Skype number @Northerner included in their message (thanks for that), I got through to a very helpful person who gave me my PUK code. She said she has already had a number of people calling them about this issue with the help advice on the website being out of date.

Freephone +44 800 079 8586 on Skype

Good luck!

Re: New website PUK code issue

Chris_B — Sun, 09 Jul 2023 10:44:37 GMT

@5568 I’ve just looked at my online account via a tablet and yes it’s totally fudged up. If you use a web browser from your phone go to your online account and make sure you’ve set this to desktop you’ll then see the what I’ve posted above. EE have messed something up and trying view your account online vis a PC/tablet doesn’t get you to the desktop version.

EE what have you done.

Edit I’ve just got it to work correctly. Change it to mobile version then change it back to desktop version and it show correctly.

Re: New website PUK code issue

5568 — Sun, 09 Jul 2023 11:15:23 GMT

Thanks @Chris_B and everyone, before I saw your message and after 20 minutes on hold to the free ee Skype number @Northerner included in their message (thanks for that), I got through to a very helpful person who gave me my PUK code. She said she has already had a number of people calling them about this issue with the help advice on the website being out of date, hopefully they'll fix it soon...

Freephone +44 800 079 8586 on Skype

Good luck!

Re: New website PUK code issue

354- — Sun, 16 Jul 2023 14:51:28 GMT

I've discovered that in this changed dashboard layout, to get to the PUK code,

"Phones and devices" - Heading

"Report and setup" - if you navigate and follow the hyperlink for "eSIM/SIM Replace", then use the "Cancel" button on that page, it should take you to the old layout for "Account Settings".

==============================================================================================================

a/c-settings-PUK

https://ee.co.uk/plans-subscriptions/mobile/settings-permissions - should display the PUK code in the same place as the layout before this new shuffle of dashboards/panels.

Re: New website PUK code issue

Toferino — Fri, 11 Aug 2023 09:41:13 GMT

Nope, this is out of date advice. I'm having the same problem. More than a month after the OP made the help request and nothing has changed. This is just dreadful.

Re: New website PUK code issue

Toferino — Fri, 11 Aug 2023 09:42:03 GMT

This doesn't work either. I can't find PUK code in the app or online account. And frankly those two things are the same thing.

Re: New website PUK code issue

James_B — Fri, 11 Aug 2023 09:59:49 GMT

Hi @Toferino,

Welcome to the EE Community. 🙂

Tap here to view your PUK code.

Thanks

James

Re: New website PUK code issue

aminaboc — Thu, 30 Nov 2023 15:43:57 GMT

If you have I’d go to the shop and ask for a new SIM card . As I think your having my troubles

Re: New website PUK code issue

Lass1 — Wed, 06 Dec 2023 12:30:26 GMT

Not yet

Re: New website PUK code issue

Lass1 — Wed, 06 Dec 2023 12:33:03 GMT

Please help I need my Puk code

Re: New website PUK code issue

Katie_B — Wed, 06 Dec 2023 12:55:10 GMT

Hi @Lass1.

Please tap HERE to view your PUK code.

Katie

Re: New website PUK code issue

354- — Wed, 06 Dec 2023 14:41:39 GMT

It seems like they have updated and re-added the PUK code to the 'newer' EE web layoutPUK-location

Re: New website PUK code issue

XRaySpeX — Wed, 06 Dec 2023 19:48:24 GMT

So they have!