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Vodafone repeatedly NOT sending NUC - just the 'how to' email

2: Seeker

Been trying to get this sorted for 3 weeks now via email and chat.  Hung up on agan via chat so here we go on the forum.

 

To cut a long story short - this email keeps arriving but no code.

 

Chat continually suggests entering the actual text NUC.  They've even suggested random numbers!

 

Here's the recurring email -

Dear Customer 

Further to your telephone conversations with the Vodafone Helpline regarding the unlocking of your  G850 handset with the IMEI of *************** and mobile number of *******I set out below the procedure and the unlocking code:- 

NUC CODE: 
1. Remove SIM card from the handset and turn phone back on 2. Switch the phone off and then on again with no SIM in the handset and then enter the following: #7465625*638*NUC# 3. The handset should now be unlocked 4. When entering a non VF SIM, if the handset displays a message asking for a password enter the NUC

If the procedure above fails to work please do not attempt to enter the procedure again. Please contact the Vodafone Helpline for further assistance. 

I hope that you will find this information straightforward, however should you require any further information or assistance please contact the Helpline on 191 from your mobile. 

Yours Sincerely 

Vodafone Customer Services

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16 REPLIES
17: Community Champion

Hi @monsterman99

 

The unlock code is in the second paragraph of the email #7465625*638*NUC# 3.

 

You are probably referring to the title.

 

If you have any problems entering the code, please come back to the forum.

 

@monsterman99

 

Pleae read the email, the paragraph in bold gives the code to type into the phone.

 

 

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2: Seeker

I must be losing my mind then as I'm not seeing an 8 digit code in the second paragraph.

 

What exactly do you think the NUC is?

 

Surely the text 'NUC' is representative of the 8 digit numerical code?

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2: Seeker

"Pleae read the email, the paragraph in bold gives the code to type into the phone."

 

No it doesn't.  With 17,000 posts under your belt I'd have thought you might have come across this before?

 

Lets be clear about this as you seem to be as confused as the Vodafone support I've had so far.

 

The text in bold you are referring to is how to enter the NUC - not the NUC itself.

 

NUC = Network Unlock Code

 

An 8 digit number.

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2: Seeker

I would sincerely like to be wrong about this as it would put an end to the hours I'm wasting on finding a resolution.

Also - to clarify - a G850 is a Samsung Galaxy Alpha.  There is no way to input any text via the 'keypad' that is presented on the code input screen.

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17: Community Champion

Hi @monsterman99

 

Take the phone and email into a Vodafone Store.

 

They will be able to help.

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2: Seeker

I doubt that very much.  Going by past experience - and perfectly demonstrated with this issue - the knowledge base of the customer support staff seems rather limited.

 

And so I am here - picking the brains of the thousands of enlightened beings that frequent these forums...

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13: Advanced Member

Well, let's tell it like it is then. The chances of store staff helping you are entirely dependent on the mood of the day - they are there to sell phones not to provide customer service, as has been posted here many times before. You might strike lucky, you might not. A better bet would be to wait for a member of the Vodafone eforum tech team to reply to this thread - shouldn't be long now.

 

Unfortunately this issue isn't going to be resolved without the assistance of someone from Vodafone.

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2: Seeker

Well so long Vodafone.   Went down the 3rd party route and it's done!  No questions asked - no ridiculous suggestions of inputting random numbers.  Here's the 8 digit code - that'll be a tenner please.

 

Why, oh, why, oh, why did I expect to get decent customer support from Vodafone?

 

I still can't quite believe just how inept the chat staff have been.  I'll leave it that or it'll end up a rant.

 

seeya!

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17: Community Champion

The next time the phone software is updated you may well find that the phone re-locks to Vodafone. That's why it's always best to persevere with an official unlock rather than an unofficial one.

Jeffkinn_Sig.png

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2: Seeker

I honestly couldn't take it anymore.  I thought it was just me that couldn't see the 'hidden' code.

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Moderator

@monsterman99

 

I've sent you a private message with details on how to contact us. Please follow the instructions on the message and we'll be in touch.

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2: Seeker

Well about a month after first contact - about 6 hours on chat and phone - and after so much misinformation from everyone I spoke to at Vodafone - 

 

A code eventually arrived!

 

It's the same code as the one paid for but that was £10 worth of sanity!

 

So anyone reading this in future.

 

DEMAND the 8 digit code and dont listen to anything 'they' tell you!

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Moderator

@monsterman99

 

I'm glad to hear you've received your network unlock code (NUC).

 

If you ever need any further assistance, please don't hesitate to get back in touch.

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4: Newbie

CUT THROUGH ALL THE UNHELPFUL STAFF, STOP BEING PASSED AROUND IN CIRCLES, DON'T BE TREATED AS A PIECE OF DIRT.
DEMAND TO BE DEALT WITH BY CUSTOMER RELATIONS ON 01635 33251, FORCEFULLY REQUEST THEY "MANUALLY UNLOCK" YOUR PHONE. Yes, they actually have a procedure to unlock your phone without a NUC code needed. (Note, I have an Android phone, this post my not be correct for iPhones, BUT, save time by going to the top complaints team and be forceful).
I provide this info to allow customers facing the same distress, wasted hours and bottom-level support to achieve a legal resolution with no further issues to themselves.
Heres a bit more detail to the above:
Had a similar issue trying to leave Vodafone (still ongoing). This after a year of mis-billing, contract issue (Vodafone decided to give me a new contract but then billed me nearly £500 for their inability to fix my previous contract (I cancelled my direct debit fortunately - after many hours Vodafone admitted their fault and stopped trying to take the £500 from me), and occasionally cutting off my service without any notice.
Back to the NUC issue. After many hours, complaining, passed around and eventually threats of legal routs (Ombudsman, Watchdog, Ofcom, legal representation) I may have finally been offered a completely new solution.
Spoke to Customer Relations Dept. I'm informed Vodafone will perform a "manual unlock". This will be done by Vodafone, will not require any action from me and should allow me to use my other provider's SIM card.
I suggest you skip any other form of customer support (I've spent hours doing so and just get given "wait for another 48 hours sir..." then followed by the same non-working NUC code. And the loop goes on.
I am waiting to see if this works, but I made myself very clear on the actions I'm willing to take and this appears to have had the desired effect.
One wonders why not one customer services person (Complaints Dept, Consumer Resolutions Dept, Complaints Dept, NUC "team", Technical Support, In-store staff etc) had ever offered me this option. Any why I took every conceivable threat to get someone at Vodafone to release me.
I'm naturally going to go through the Ombudsman, I'm requesting all audio recordings, all history on my file, and had resorted to making my own audio recordings of my phone calls to Vodafone in an attempt to seek a fair and just punishment / compensation etc.

Wonder if ANYONE at Vodafone will update the internal policies and begin offering all customers this option???? As future customers get the same problem, at least this post is reference (along with others Im posting to) that Vodafone altered NOTHING internally - instead deciding to continue causing issues for their customers that could be avoided very easily.

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17: Community Champion
It's worth noting that no network can unlock any Apple product. They request an unlock but Apple controls the process. There is no code but it's all Internet based when an iPhone/iPad connects with a different sim card.

Jeffkinn_Sig.png

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17: Community Champion

My reacion on reading this trhead was, "well, the code's in there" - did you try it:

 

1. Remove SIM card from the handset and turn phone back on 2. Switch the phone off and then on again with no SIM in the handset and then enter the following: #7465625*638*NUC# 3. The handset should now be unlocked 4. When entering a non VF SIM, if the handset displays a message asking for a password enter the NUC

 

I've highlighted the code, to make it clearer.  FWIW, I don't think the following digit is part of it, I think it's step 3 of the procedure.

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