Unlocking a device

[Floresque]

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-networ...

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?

[ArifD]

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

[Leanne_T]

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.

[ArifD]

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. 

[Leanne_T]

Thanks @ArifD 

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

Leanne.

[ArifD]

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.

[nickdb]

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-networ...

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

[Monoi]

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? 

[Monoi]

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.

[Leanne_T]

Thanks for letting us know @Monoi 

Leanne 🙂

[Garibaldy]

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!!