Nokia

[user2517]

Any news on this James?

[frakuk]

Vodafone support have told me they will give me a solution before the end of the day, however, that solution will most likely mean taking the phone into a local store. I specifically asked if there was a need to send the device back to Stoke  but they assured me that that would not be necessary.

Now would be the time for some good news (any news really) James.

It would be reassuring to know that Vodafone are treating this issue collectively and it would be goods if they could just acknowledge the problem and give an idea on how long it will take resolve. I understand that there is no need to take this out on the support staff but Vodafone should be at least offering some explanations.

[italianjob]

I'm not blaming the support staff, but I think the current resolution of having to send your phone away is not acceptable.

The Lumia phones (800) have been around for some time now so surely there must a documented method for simply applying an unlock code?

Fingers and toes crossed then.

[ctafield]

There is an accepted way, its the 8 digit codes. It's what O2 gave my mate when he wanted to unlock his phone. Something is going wrong between Nokia dn Vodafone.

(I too would appreciate an update, and I am not sending my phone off, and going into a store would be a waste of time)

[frakuk]

Unless they unequivocally guarantee that it has to be done at a store and that they can actually unlock the device then I will send it back. I shall also expect some sort of compensation for my time and the general 'unnecessary' inconvenience of this whole issue, at the very least my unlock fees back

C'mon NUC gives us an update..... even if it's just to say I'm screwed.

[rishtongirl]

I visited a store near me on Wednesday of last week, and again on Friday.  I was in town anyway, so no special journey was undertaken.  A new unlock code was applied for by the store on the Wednesday visit, and the Friday visit was to ascertain as to whether the code had arrived, or what stage the process had reached.  On the Friday visit, the guy I spoke to had a CBA (can't be a**ed) attitude, reluctantly checking the internal emails to see if the code had arrived (it hadn't).  He said they would ring me today, if the email arrived and pass the code on to me.  As of 15:45 this afternoon, I have had no call from the store.

I did, however, get a call from Vodafone head office, as I had emailed them last week.  The lady had a genuine desire to help, but was not technically minded, so she has agreed to contact someone who knows how unlock codes work.  She said she will try to get an answer by the end of the day today, but cannot guarantee this, as it depends on the workload of the unlock team.

She has agreed to look at the process as a whole, with a view to how unlock codes are issued, checking the codes are correct and of the right type for the phone, and giving people more accurate information as to timescales.   I would rather be told honestly that it would take a week, than be lied to and told it would take 2 days; when clearly it would take longer than that.

I am awaiting a call from head office and another call from the store, and will advise here if I receive any further information.

[user2517]

I emailed NUC on the weekend to let them know that the code was technically impossible to input into the Lumia.

I had the standard thanks for emailing reply and I've not heard back since.

[DaveCD]

Hi everyone

Thank you for your posts and please accept my apologies for not getting here sooner.

I will be in touch as soon as I can to resolve your query.

Many Thanks

DaveCD

eForum Team

[frakuk]

DaveCD - thanks for showing some interest, it'll interesting to see what you return with.

The guys at the end of the phones in the support centre have been great and seem gunuinely concerned and wanting to help but are lacking the technical details, and moreover the support of their management. Surely within an matter of minutes and few telephone calls you should know what's going on, confirmation the issue isssue is repeatable and new codes or fixes communicated to customers with a guideline of the roll-out of said corrective action. 

We don't want to return out phones, nor bark on about the failings that got us to this point....

WE JUST WANT AN UNLOCK CODE THAT WORKS!!!!

Rant over! I

DaveCD!

It appears, you are, our last and only hope

Our pitiful 710's will only sit and mope

They cannot go with another net-work

Their owners, twisted and going beserk

Please, we ask, complete the task bestowed

and return to us a working un-lock code.

[rishtongirl]

I have had an online chat with Vodafone, which led to Vodafone ringing me, then transferring me through to Nokia.  I spoke to a Windows phone specialist, who told me that the pw codes will not work on Windows phones, no matter what network they are on.  They say that codes must be digits only, but the number of digits varies between networks.  They suggested I try the code I was given, with a different network sim, but with just the digits, not the symbols/characters.  I did this, but it didn't work.  I have only 3 attempts left.  So the pw codes are useless for Windows phones, as they are made for older Symbian phones, such as E and N series handsets.

[frakuk]

I lied.... rant continues...

Vodafone never got back to me to so I called them again. They are still as clueless about this issue as ever. However, this time they offered me the Nokia contact details so I could call Nokia my self and sort this out.

UNBELIEVABLE!!!! Sort this out myself. Firstly, I never bought it from Nokia, I bought it from Vodafone. It is Vadafone's network that the device is locked to. It was them I paid £20 to for an unlock code. Even when I asked that the issue be raised to a higher level I was fobbed-off with some crap.

I OFFICIALLY WANT THIS RAISED TO A HIGHER LEVEL !!!!

My understanding is that we all call Nokia customer services to get them to individually issue us with new unlock codes. Those of us  that are lucky enough to get a Voda rep to give us these details may find the correct answer after contacting Nokia - but probably not.

WHAT ABOUT EVERYBODY ELSE THAT HAS TO MAKE 15 CALLS TO VODAFONE BEFORE GETTING THE SNIPPET OF INFORMATION THAT MAY ACTUALLY HELP. NOT TO MENTION THE CONTINUED BOMBARDMENT OF 'follow the instruction in the email' or 'bring into a store', 'SO WE CAN WASTE MORE OF YOUR TIME!!'

I used to work for Nokia and I know my way around the intricacies of software. I almost thought I was actually doing it wrong after all the conversations without someone telling me 'Oh yes, your right. It doesn't;t work'. WE all know it doesn't work, we just want to hear Vodafone say it now we can assure ourselves we're not going mad.

That said, DaveCD, I hope you have officially been given the task of identifying, confirming and fixing this issue. This issue needs to be managed by Vodafone and a fix issued to everyone that has requested an unlock code and been given a #pw+ code.

Please can YOU confirm or otherwise that this is the case. I only have a day or so before I can return the phone and I am currently in Dubai so it will take over a week to send it back anyway.

Edit: As above, at least Nokia have confirmed the codes are useless. But they say the codes are diferent for different networks. Who issues the codes Voda or Nokia cos it sounds as though the Nokia WP specialits thinks it's Voda

RANT OVER

[frakuk]

Reply from NUC:

Dear Customer,

I checked our database and found that the NUC provided to you is correct for the IMEI number 123456789012345. Please go through the following check list for further information.

1. Please reconfirm the IMEI number of the handset by dialling *#06#

2. Check whether your handset is already unlocked by inserting a non-Vodafone SIM card.

3. If it is still locked you can send your handset to the following address for manual unlocking.

FAO Rebekah Howell
Vodafone Limited
Shelton Boulevard
Off forge lane
Etruria
Stoke On Trent
Staffordshire
ST1 5GP

Send the package through Special delivery and include a cover letter. The approximate time taken for unlocking is around 72 hours.

4. Alternatively you could visit your nearest Vodafone store further assistance.

Kind regards,

Bhargav (removed for security)

NUC Resolutions

....... I would have appreciated some explanation.

Has anybody else got their 710 unlocked yet doing as Vodafone have asked?

[ctafield]

I got the exact same reply a few days ago. I did reply back saying it was all wrong (or words to that effect) but didn't get a reply to that. I hate to say it, but I think they're knowingly sending out the wrong code and don't want to do a thing about it.

Thanks for the tweet btw! ;-)

[frakuk]

No problem!

DaveCD needs to get back to us on this asap. We're all feeling a little let down over this with an otherwise usually excellent Vodafone customer service.
I don't think something like this is intentional (but who knows!).

I spent the best part of two days getting my phone configured as I spend a lot of time abroad and always have to get a local SIM due to the excessive data I use. At the mo this phone is a bit useless as there are no WiFi hot-spots in the middle of nowhere I'm using my old (and trusted) E71 with my PC but battery life runs out after a few hours on both the PC and E71.

[italianjob]

What's happened to James/David ???

What are the chances of getting my money back including the unlock fee?

[ctafield]

I have just had this reply to my email. Not impressed to say the least. This is the first time I have ever used Vodafone, and you can't even provide something so basic (and correct me if I am wrong, but you have a LEGAL requirement to be able to provide one).

Note the line "This is the only procedure which used by all our customer's to get their Nokia handset unlocked."... so they DO know that the PW codes don't work.


Dear Customer,

Thank you for writing to us. We are really sorry for the inconvenience caused.

This is the only resolution which we can provide you for unlocking your handset. You can send the handset in post and we will do the unlocking for you. This is the only procedure which used by all our customer's to get their Nokia handset unlocked.

For any further info, Please contact the Helpline by calling 191 from your mobile phone or 08700 700191 (Vodafone contract) or 08700 776655 (Vodafone Pay as you Talk) from a landline.



Kind regards,

Bhargav (removed for security)

NUC Resolutions

[user2517]

Surely not? That's horrendous (and illegal) if Vodafone know none of the unlock codes work and still sell them.

[frakuk]

http://goo.gl/H49H1

This is what voda tweeted to me. C'mon guys. The circles I'm running are not 'decreasing'.

Nokia's teflon coated replies I've just received do not make a pleasant read either.

Edit: Cate tweeted back that this is where any updates will be posted....thanks Cate

[rishtongirl]

I got my 8 digit unlock code by email this morning, direct from Vodafone. I contacted the head office by email a few days ago. They rang me on Friday and we had a coversation about the problem. The lady said she would look into it for me and see what she could do to sort things out for me. The code arrived and the phone waas immediately unlocked, by putting a 3 sim in it and entering the code. I'm now a happy bunny, although I shouldn't have needed to go to these lengths to get a working unlock code.

[ctafield]

Gobsmacked. Can someone at Vodafone respond please? Looks like you DO know how to do it...