changing from Tesco to EE

[JockWhite]

Hi,

I'm switching my elderly MIL from Tesco to EE to add her to our account.

I provided PAC code etc to EE, have received new SIM but phone asks for NCK code.

I went onto Tesco website and they say on checking IMEI code the phone is unlocked.

EE website says the IMEI isn't correct.

I've put her Tesco SIM in and the phone is again asking for NCK code.

Only have emergency number access.

Help!!!!! Thanks in advance

[Chris_B · Accepted solution]

@JockWhite  If the phone is requesting a NCK it’s definitely a locked device.   It needs the code to unlock it from that network.  Tesco may say it’s unlocked but until a code has been entered in to the device it’s locked.   You might have been sent a code but that code hasn’t been used so Tesco will say it’s unlocked.  
 You need to ask Tesco for the unlock code and then put that code in to the dial keypad.    


what device is it ? 

You can’t ask EE about the IMEI number as it’s not a registered device to EE so it will come back a wrong IMEI number. 

[JockWhite]

Thanks, It's a Huawei 2018 Android

[Peter_W]

Hey there @JockWhite.

Merry Christmas, and welcome to the Community 👋

Normally older Huawei phones would require an unlock code, and whilst some phones were unlocked automatically when we stopped selling locked handsets, I don't believe this model was covered.

Either way though, if it was purchased from Tesco, then any queries around unlocking would need to go to them. 

Nobody within our team will be able to unlock a handset purchased from another carrier.

[JockWhite]

Thanks very much, I've been in touch with Tesco and they're going to text a code. I've never had this difficulty with our iPhones but hey ho...

Unfortunately I don't know which email is regisetered against the account and Tesco can't/won't give me it for security

[Schockwave]

@JockWhite , it must be your mother’s email address, as she would have given them that one when she got the phone and SIM card, I would have thought.

[JockWhite]

Thanks very much for your response.

Unfortunately I don't know what email is registered to the account. I suggested some to the Tesco agent but they weren't correct. I've put back in the Tesco SIM and it's working so hopefully we'll get a text from Tesco.

Mum is 89 and doesn't use internet or email. The phone was set up for her in our nearest Tesco store in 2018.