10-05-2018 11:51 AM
I am in Thailand right now - I'm writing this on some guy's laptop at a hostel. I have to write here as the live chat isn't popping up let alone working and obviously I can't make any kind of calls because I'm in Asia.
The problem is this: I entered my PUK code wrong three times when trying to put a Thai sim in to be able to have data while I'm out here. In order to be able to get my PUK code, I need to add my device to this website, but I can't as it requires a code sent to my phone which is now locked.
My own English sim is locked, so I can't receive texts or calls. I didn't realize that my phone was locked so I sent a request to get my phone unlocked, but that requires a code that's sent to be me by text - which I can't receive. I've tried using my brother's phone (he's back in the UK), they sent him a code which I used to get to the next step. Apparently it's suppose to get unlocked within 72 hours. This was 4 days ago now and I've received no email explaining either how to unlock my phone or what my PUK code is. I need both of these to get out of here. I can't really wait the ten days it could possibly take to unlock my phone.
Is there any way to unlock my phone and get my PUK code ASAP?
My phone is a Samsung Galaxy J3, I am with EE (obviously), originally Tmobile, I am on a pay monthly contract that my mother (back in England) pays for and hence am not the account holder, though she's happy to pay the £8.99 to get it unlocked. Live chat is not working even with good internet connection. I can not find it on any of your pages, nor can I find any kind of email address (the closest I got was a postal address - who writes these days??) which is why I've had to post here. I am literally stuck on the other side of the world because of this, and this is not my laptop. I get wifi here on my phone but need to keep moving. I'd be really grateful if this could be resolved as soon as possible.
All the best,
06-05-2018 12:49 AM
09-05-2018 01:14 AM
10-05-2018 01:19 PM
You can obtain your PUK code via your online account.
Also you can call EE from a landline. EE contact details are here.
10-05-2018 01:55 PM
Welcome to the community, I'm sorry to hear of your circumstances.
The PUK code and unlocking your phone are 2 separate things.
The PUK code is to unlock your SIM after entering your PIN incorrectly numerous times.
The unlocking code is for unlocking your phone to use a different network's SIM in your phone.
It sounds, from your description, that you have blocked the Thai SIM by entering the PUK incorrectly.
If you have requested for your EE phone to be unlocked to other networks, it can take up to 10 days to fully go through.
Does your EE SIM work in your EE phone? Is it possible that your EE SIM isn't blocked and that it just needs to be set up for international roaming?
You can check this in your My EE account by logging in >>> tapping Menu >>> Manage device.
Look forward to hearing from you.
10-05-2018 03:25 PM - edited 10-05-2018 03:26 PM
@Noddy3 The unlocking process cannot be cancelled from here as this is only a public forum and there is no account access And once you request this I do believe it can not be stopped anyway. You’ll not void your warranty at all. It takes up to 10 days not that it will be 10 days. But you can get your PUK code from your EE account to unblock your EE sim if your device is requesting a PUK code for your EE sim.
10-05-2018 03:39 PM
@Noddy3 So you’ve not set up an account before you left the UK. Your only option is to use a landline to request the PUK code and they will tell you it over the phone.. and unless you been given permission to talk to customer services about the account as you say it is not your account then the account holder will have to call to request the PUK code.