Unsuccessful unlocking of my EE device (Samsung S8)

[joanne_roberts1]

I have read through plenty of previous similar messages and also been onto 150 to get this sorted.

Like many, I want to give my old S8 to my son who has a Virgin/O2 SIM. 

Again like others have found, the online form didn't work - "please try later" - so I called 150 with my IMEI. Tried putting SIM into the EE S8 whilst on the phone but got the message "SIM network PIN blocked. Enter SIM network PUK".

He gave me 2 different PUK codes but neither worked. He effectively said that was all he could do and that it must be a problem with O2. Not sure if that's true.

Just in case, I went onto O2, obtained the PUK code and entered it. Again, same error message."SIM network PIN blocked. Enter SIM network PUK".

What can I try now?!  I've tried 2x PUK from EE and another from O2.

Many thanks! 

[Leanne_T]

Hi there @joanne_roberts1 

Thanks for coming here. 

The PUK code is related to the SIM card and needed if the PIN has been entered incorrectly. 

If this is showing for the SIM you have entered, are you able to try a different SIM card to unlock the device? 

Leanne.

[joanne_roberts1]

Hi Leanne

Well - the whole point of trying to unlock this old S8 is so my son can use it, since his phone battery is now really unreliable.

So I don't want to buy him a new SIM card, I want to use the old one.

It's just strange that you are supposed to be able to unlock phones easily now but this has hit a dead end. Do you have any other suggestions?

[Katie_B]

Hi @joanne_roberts1. 

Thanks for getting back to us. 

If you continue to see the PUK message this is for the SIM that is inserted. 

I'd recommend giving O2 another call. 

Please be sure to keep us updated. 

Katie