Manual Unlock Request SM-G889F Xcover FieldPro (Non-EE Customer /Hard of Hearing

[retrobunny7]

Hi, I am looking for help with a manual network unlock for a samsung Xcover "FieldPRO" Enterprise Model (Model: SM-G889F). This is the EU/International version,   not the AT&T one. 

The Situation:

• I bought this phone second-hand on eBay. The seller confirmed it is locked to EE.
• I am not currently an EE customer. I am happy to pay the standard second-hand unlock fee, but the online tool is not working for me.
• The online unlock page gives an "API error" or says to try again later. An EE store employee confirmed the IMEI is clean, but their internal tools also failed to generate a code. The guy in the shop sat next to me with his green tablet and showed me his frustrations and said this is a matter that needs back-end attention  (your team or headquarters or something) 
• I went to even a "generic" phone repair shop, i sat there for an hour , they could not get in to it and also now i have the MCK key request 
  
  It seems they tried the normal route a few times causing the phone to say it now needs the MCK key.
  
  I waited many years to get my hands on this rugged phone, never thought i would get this much hell trying to get it unlocked. 

Current Phone State:

• The phone is currently "Hard Locked" and displays the message: "Unlock Blocked, enter MCK key."
• I can access WiFi, but I need to use a non-EE SIM card for daily use.

Reason for Forum Contact:
I am Hard of Hearing and find the Relay UK service too slow/laggy  (hence i prefer to do things in person). I am looking for an EE staff member to help me via private message so I can securely provide my IMEI.

I need the full 16-digit code (both the MCK/Unfreeze and NCK/Network Unlock portions) to clear the hard lock.

Thank you!

[Chris_B]

@retrobunny7  locked to EE could also mean it’s locked to a MVNO network that uses EE.  If it is then EE can’t help with the unlocked code.  

The MCK unlock code is the last 8 digits of the unlock code then the first 8 digits of the unlock code.   

There is no unlock fee to pay as this is now free. You don’t need to be an EE customer. 

no EE store can generate a unlock code this is obtained from the manufacturer of the device.  And as I said it could be locked to a MVNO network that uses EE so it’ll show as locked to EE but you need to request via that MVNO network. 

you could try calling customer support for help 

this is a public forum and from here you’ll  only get advise with what you can do.   The EE staff on here can’t help you with this they are not customer support.  

[retrobunny7]

I have tried to use the CS portal even the business whatsApp,   i cant make normal calls as i have shot ears but the relay App is very unreliable at the moment.  Henceforward the shop assistant told me to talk to EE forums and wait for a staff member's official response.  At least they can check their history of dealing with this enterprise phone which seems rare in the UK if there was another kind of system they use to unlock it.   I never got the unlock code.  Simply typing the IMEi myself or shop guy gets the API error message.   He thought it was his tablet, he tried his phone , same thing.   So the hard way is to find a real contact for EE otherwise i need to request an address to write a letter to.  I wont give up on it.   I waited years to get it and its a brilliant phone for hiking or outdoor use.  I can wait longer as long as official gets me there to use another sim.

I appreciate your reply but believe me when i say i would not go to 2x EE shops when i feel like ive tried getting to CS (customer service) on my end online.

I can keep hoping 🙏🏼👍

[Leanne_T]

Morning @retrobunny7 

Thanks for coming to the community for help with the unlocking request. 

I'm very sorry as @Chris_B has advised, the community support team have no account access to check the IMEI details and provide the unlocking code you need. 

If you can get in touch using the Relay UK app one of our guides will run full checks to help you further. Full details for contacting us and a write to us option, can be found on the Contact Us To Request Technical Support for Mobile Phone page.

Thanks. 

Leanne.