PUK code not working

[Hairflicks]

I requested a PUK code from EE to unlock my device (moto one macro) i bought from them 2 years ago as i want to switch to another network. They had to send an email to the manufacturer to retrieve the code which i got today but when i try entering it it says network unlock unsuccessful. Not sure what else to try? The new SIM im putting in is active and i've double checked my IMEI number. Any help would be appreciated

[XRaySpeX]

A PUK is not for unlocking a device to use on another network but for unblocking a SIM that has had too many failed PIN attempts. Are you sure you are requesting the right code?

Where did you yourself get this device itself originally? Did you buy it yourself new direct from EE or from a 3rd-party reseller or is it 2nd-hand? The unlocking process & costs are different. Was it originally on contract or PAYG? How old is it? EE won't unlock contract devices less than 6 months old.

[Hairflicks]

I didn't specifically request a PUK code I rung up EE support to ask them to unlock it and explained my situation which they then put a request in for me to the unlocking team so i presume they would have asked for the right code as they knew my situation. I only call it a PUK code as online I see the code to switch networks is called lots of different things by different networks (PUK, NUC, PUC, NCK). 

I bought the phone direct from EE store online with a PAYG sim which I threw away as I had a PAYM sim with EE already so just put that straight in.

Thanks

[Katie_B]

Hello @Hairflicks. 

Thanks for coming to the community. 

What happens when you place the other network SIM into your phone?

Katie 🙂

[Hairflicks]

It just says "SIM network unlock pin" and then i type in the code i got from the unlock team which says it is unsuccessful. 

[Katie_B]

Thanks for getting back to me @Hairlficks. 

If the code provided is not working, I would recommend getting back in touch with our unlocking team who can take a further look into this for you. 

Katie 🙂

[Hairflicks]

What do I do if the unlocking team isn't responding to my emails?

[James_B]

Hi @Hairflicks,

Our Customer Care Team will be happy to escalate this issue to the unlocking team if you get in touch.

Thanks

James

[Hairflicks]

I request a NUC code for my device 3 weeks ago and got a response relatively quickly except the code I was given didn't work. I then had to wait almost 2 weeks for another response in which they just sent back the same email with the same code even though I told the unlock team it didn't work. I have now been emailing back and forth with them and they say there is no other code they can give me as that is the only one they have. My IMEI number matches the one they are giving me the code for and I have double checked I am entering the code correctly 3 times now but don't want to enter it more incase I lock my phone. I just get an error message saying "network unlock unsuccessful".  Whenever I call they just send me the same email so I'm going round in circles. My EE PAYG sim runs out soon and I already am in a contract with another network so this is very frustrating. Would never have bought this phone if I knew EE couldn't unlock it. Not sure what else to do?

[James_B]

Hi @Hairflicks,

Are you entering the code exactly as it appears on the email? (The code will be case sensitive)

James