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Unlocking an EE phone

LordWazzock
Explorer

Hi, I'm trying to unlock an old EE phone of mine so my son can use it with a Smarty pay monthly SIM. I've been through the guide and got the unlock code from EE. When I put the Smarty SIM in the EE locked Samsung Galaxy S10, it comes up with the following message 'SIM Network PIN blocked, enter SIM Network PUK. What is not clear, is who do I get the PUK from? I've got one from Smarty, that didn't work. My own EE puk doesn't work. I bought the phone from Ebay, does it need the PUK from the original owner? If so, how the heck do I get that? It really shouldn't be this difficult to unlock a phone these days. I don't seem to be able to get help by calling 150 either- I just get directed to a guide which doesn't help.

Any help to put an end to the increasingly wasted hours I'm spending on this would be much appreciated. 

1 SOLUTION

Accepted Solutions
LordWazzock
Explorer

I did eventually get through to the technical department and a very helpful gentleman advised me to try the first 4 numbers of the 16 digit unlock code that I'd received from EE. This didn't immediately work so we tried the last 4 numbers. After turning off and on again, the phone was unlocked. Thanks for the replies folks. Sorted in the end.

View solution in original post

4 REPLIES 4
XRaySpeX
EE Community Star
EE Community Star

When it's asking for a PUK, it wants the PUK from the network that the inserted SIM belongs to. PUKs are for unblocking SIMs, not phones.

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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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Northerner
EE Community Star
EE Community Star

Hi @LordWazzock 

Here:

https://help.smarty.co.uk/en/articles/1159752-getting-and-using-a-puk-code

I am surprised the Samsung S10 was locked. Did you buy from a reputable seller. 

Thanks 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
LordWazzock
Explorer

I did eventually get through to the technical department and a very helpful gentleman advised me to try the first 4 numbers of the 16 digit unlock code that I'd received from EE. This didn't immediately work so we tried the last 4 numbers. After turning off and on again, the phone was unlocked. Thanks for the replies folks. Sorted in the end.

Katie_B
EE Community Support Team

Thanks for coming back and letting us know @LordWazzock

It's great to hear this is now resolved. 

Katie