Need MCK code to unlock my Samsung Note 10.

[aaibaba2024]

I am in the loop. please help.

called EE to provide unlock code which doesn't work.

Asks for MCK code.

The called Samsung as advised by EE support. Samsung advised their phones are unlocked and the lock is put in by EE. So they asked to call EE again. Very frustrating experience!

This is never ending. Please can someone help? 

[aaibaba2024]

Thanks for trying!

EE tech support gave us two separate 8 digit codes on day one, which didn't work, neither for slot 1 nor for slot 2. They in fact told us that code is same for any slot!!!!!!

Went to the local EE shop, the rep their was very helpful but all she could do was call EE tech support again and escalated. The support rep on the other end of the line promised me that she has escalated and someone from tech team will call us within 24 hours. Nothing to date! 

We have now paid £40 for online unlocking services (third party) as last option and waiting for the process to complete. We shouldn't have to as phone is out of contract and clearly EE should have provided us with the unlock codes. TWO WEEKS and still counting...

We hope we never have to deal with EE ever again. Worst tech and customer service experience! Sorry!

[aaibaba2024]

By the way, can you please advise how do we raise a complaint against EE to the telecom authority? Unfortunately, we are left with no choice, but least our complain will get the attention from the relevant authority in EE and hopefully no one else in the future will have to go through this.

Thanks

[Leanne_T]

Hi there @aaibaba2024 

I am very sorry the team have been unable to get the device unlocked for you and I understand how frustrating this would be,  

You can find ways to make a complaint on our Make a Complaint page. 

Hope this is sorted soon for you. 

Leanne.

[spacemonkey1981]

It's still happening. The tech team didn't even know what a MCK code was. They've told me they need to contact Samsung, which can take up to 7 days 🙄. But in the mean time, they've "cancelled" my complaint, and will contact me when they have an answer......Im betting they'll washing their hands of it.

[Ali_A]

Hi @spacemonkey1981 

While we generally hold the unlock codes for all our devices, we don't have to access to the Master Control Keys, which are generated by the manufacturer. These would need to be requested from the manufacturer and usually take a few days to receive them. I'm glad to hear our technical/Unlocking team have requested this for you. 

Keep an eye on your email and spam folder, as replies are usually sent by email if they are unable to reach you by phone call. 

Just so you know, while the complaint may be temporarily closed while waiting for a response from the manufacturer, it can be reopened at any time within 28 days. Keep a hold of your complaint reference number should you ned to refer back to it. 

Ali 

[spacemonkey1981]

Hello Ali,

As I originally stated, customer support had no  knowledge of what a MCK code was, or any options on their system to deal with it. They had to google it. So unless the EE agent personally wants to take the time to research and resolve the issue, it won't be.

This community has a number of posts with others who've experienced the same issue, and EE washed their hands of the issue. As for closing the complaint, it doesn't matter if it's temporarily closed as EE won't follow up or chase the issue unless the customer gives them a kick again because it's closed. Just makes EE's stat's look good.

[Ali_A]

@spacemonkey1981 

Was it only the technical team you spoke to, or the dedicated handset unlocking team? 

Ali