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Rank 1: Guest
Posts: 3
Registered: ‎08-02-2017

Unlocking Vodaphone Account

I have been trying to unlock my phone from the Vodaphone network and make it open to other providers and I am having a nightmare time of it.

 

I originally applied online at www.vodaphone.co.uk/nuc which when completed said the unlocking would happen up to ten days later. I waited and this never happened. After ten days I contacted vodaphone and was told on to seperate occassions that I had to complete the online form and so I completed it again (and again). Still nothing happened.

 

Fast forward 11 phonecalls to vodaphone in which I was given mutliple advice. The most recent was to contact Carphone Warehouse as they had not registered my IMEI number and as such Vodaphone could not unlock the phone as they had to send the IMEI number to Apple.

 

I contacted Carphone Warehouse who (quite rudely) told me this was incorrect and that it was always the service provider and all Carphone Warehouse did was sell the phone.

 

Back to Vodaphone who told me I was misinformed by Carphone Warehouse....back to Carphone Warehouse who, thats right...told me I was misinformed. 

 

I am now at a complete loss at what to do. I have provided Vodaphone (5+ times) with the IMEI number and to no avail. I have spoken to the manager at Carphone Warehouse who has reiterated the statement that they can not unlock the device. 

 

Vodaphone point blank refuses to let me speak to someone in more authority who isn't simply reading from a script.

 

What do I do now? They only logical step I see is to contact legal advice or take it to the Judge in the newspapers!!

 

Any help would be most welcome!!!

Message 1 of 22 (3,874 Views)
Posts: 128
Topics: 1
Thanks: 224
Solutions: 2
Registered: ‎07-01-2017

Re: Unlocking Vodaphone Account

[ Edited ]

I'm sorry to hear that you are having such issues with your unlock, sounds like a bit of a nightmare.

 

CPW are correct in that they would not unlock the handset however all they require to do is send an email to Vodafone confirming the details of the purchase with the IMEI. This allows Vodafone to update your account with the IMEI and then when the NUC request is placed against it they can apply to Apple to have the phone unlocked.

 

Unfortunately, a Vodafone manager wouldn't be able to resolve the issue for you in any different manner as they also can't add an IMEI to an account, possibly why the agents have been unable to escalate for you in this manner. The IMEI needs to come from a verified source, such as direct from CPW, in order for them to avoid any kind of fraud on an account. I have heard of instances where people have tried to unlock a number of IMEI numbers fraudulently through one account so they do have to be careful with this.

 

Please see further details below:

 

http://forum.vodafone.co.uk/t5/Pay-monthly-products-services/Unlocking-your-phone-NUC/td-p/2421880


"We’re only able to request handset unlocks for phones that have been sold by Vodafone UK or if we've received the new IMEI details from the third party."

 

I hope this is resolved soon for you. :-)

Message 2 of 22 (3,870 Views)
Posts: 20,935
Registered: ‎14-08-2011

Re: Unlocking Vodaphone Account

Hi

 

Carfone Warehouse cannot unlock it for you unfortunately. 

 

Apple would see its locked to Vodafone so would only deal with them. 

 

Vodafone can supply a specific email address for you to email the Vodafone nuc resolutions unlocking team. Customer service via 191 and or Live Chat can supply this. 

 

Vodafone will typically send you an email confirming the unlock have been requested. They then contact Apple to request the actual Unlock itself.  

The iPhone is not typically unlocked at this stage. 

 

It can then take Apple another 20'ish days approximately to complete the actual unlock. 

 

Pop in an active non Vodafone sim card in this timeframe periodically and hook up to iTunes to complete the unlocking. To note > From the iPhone 5 onwards it's not always necessary to hook up to iTunes to complete the unlocking. An iPhone is not unlocked by an actual code you key in. You should see some form of pop up message confirming it's unlocked if hooked up to iTunes. 

 

 

image.jpeg

 

Message 3 of 22 (3,865 Views)
Posts: 20,935
Registered: ‎14-08-2011

Re: Unlocking Vodaphone Account

To add one workaround is to pick up a payg Vodafone sim card and use it in iPhone to make calls,send texts and use data for 30 days and then request the unlock using the new payg details. 

 

A long winded way I submit. 

image.jpeg

 

Message 4 of 22 (3,864 Views)
Rank 1: Guest
Posts: 6
Registered: ‎15-03-2017

Re: Unlocking Vodaphone Account

Hi,

 

I am having very similar problems where I can't unlock my phone whereas I have been using my phone with a vodafone pay monthly sim for 5 months and also paid all bills on time too.

Was your issue eventually sorted out?

I am travelling abroad for a month and a half in 2 days and really need my phone unlocked but I am getting no joy from vodafone at all.

Can someone please help???

Message 5 of 22 (949 Views)
Rank 1: Guest
Posts: 6
Registered: ‎15-03-2017

Unlocking Vodafone Iphone 7

Hi,

 

I received an iPhone 7 as a gift from someone who had bought it locked to Vodafone network.

I am the only one who used the phone since the start and only used my pay monthly vodafone sim for 5 months or so and also paid all bills on time. I have filled in the NUC form numerous times as well as emailed the NUC team a few times too. I have also spoken and argued with numerous different customer service and tech team advisers but all I have promised it will be unlocked soon but no luck.

I am travelling abroad for a month and a half in 2 days and want to use my phone abroad on a local sim.

I am really desperate now and even tried paying a third party company £20 to unlock but even they can't do it. My friend who received his phone from a friend as a gift had his phone unlocked from a third party pretty easily.

I really don't know what to do and really need my phone unlocked before the 16th evening as I am travelling then.

Please can someone assist me with this?

Message 6 of 22 (995 Views)
Posts: 20,935
Registered: ‎14-08-2011

Re: Unlocking Vodafone Iphone 7

Hi @kyzersoze911

 

 

If you've filled out the form and it's been accepted and not bounced back to you then Vodafone have agreed to arrange its unlocking. 

 

Typically Vodafone send you an email to confirm too. Check Spam boxes. 

 

An iPhone is not unlocked via inputting an unlock code but instead is unlocked via Apple and their Database.


Vodafone would email you to confirm it's been requested after accepting your unlock request. 

 

Apple then can take control and can take occasionally approximately up to 30 days to complete an unlock request made by a Network.

 

Periodically insert an active Non-Vodafone Sim Card in the iPhone and hook up to iTunes. You should see a pop up message when it's successfully unlocked. 


From the iPhone 5 onwards there's not normally the need to hook up to iTunes to complete the process.

 

To add unlocking an iPhone via not engaging the Network and Apple isn't available for the newer iPhones due to the 'a' chip inside. Most shops / market stall holders simply don't have the software. I would strongly advise against engaging an online unlocking website. These can carry their own issues such as a failed unlock and difficulty in obtaining a refund. 

 

Tip > Any modern JailBreaking of an iPhone if available for its current iOS will not lead to unlocking it to all Networks. 

 

image.jpeg

 

Message 7 of 22 (983 Views)
Posts: 20,935
Registered: ‎14-08-2011

Re: Unlocking Vodaphone Account


kyzersoze911 wrote:

Hi,

 

I am having very similar problems where I can't unlock my phone whereas I have been using my phone with a vodafone pay monthly sim for 5 months and also paid all bills on time too.

Was your issue eventually sorted out?

I am travelling abroad for a month and a half in 2 days and really need my phone unlocked but I am getting no joy from vodafone at all.

Can someone please help???


@kyzersoze911

 

 

May I refer you to my reply in your own created thread. 

 

iPhone-7-and-iPhone-7-Plus/Unlocking-Vodafone-Iphone-7.

image.jpeg

 

Message 8 of 22 (933 Views)
Rank 1: Guest
Posts: 3
Registered: ‎08-02-2017

Re: Unlocking Vodaphone Account

Hi,

Unfortunately not yet. I have paid to get it unlocked but the Vodaphone system has been down/delayed so it's going to take four weeks to unlock. While I wait I've taken Bandofbrothers advice and bought a sim only deal from another provider that I've been using in an old phone.

Sorry this doesn't help and good luck
Message 9 of 22 (929 Views)
Rank 1: Guest
Posts: 6
Registered: ‎15-03-2017

Re: Unlocking Vodafone Iphone 7

Hi,<br>Thanks for replying but everytime I have filled the form in it does bounce back and says this sim isn't registered to this imei number.<br>Every Vodafone adviser I have spoken to has given me different answers regarding this matter.<br><br>This is the reply I get:<br><br>"Thank you for getting in touch about unlocking your phone. We checked the details you gave us, but could not find a match for the IMEI number (the number ) on your account.<br><br>We can only unlock a phone that we know belongs to you. This means you need to have used a Vodafone SIM in it. You need to give us details of this SIM when you fill in our NUC form.<br><br>What you need to do next<br><br>Double check the details you gave us when you filled in the form - the IMEI number you gave us was (the number).<br><br>Check this against your phone's IMEI by tapping in *#06# - you will then see it displayed on the screen. If the numbers don't match, you need to fill in our online form again.<br><br>Thank You,<br><br>Vodafone Customer Services Team"<br><br>Also when emailing the NUC team directly they ask me to use a PAYG sim for 30 days whereas I have been using my sim only deal from Vodafone in this phone for 5 months now.<br>When I told them this they replied with:<br><br>"Thank you for getting in touch about unlocking your phone. To do this, you need a network unlock code (NUC) from us.<br>How long does it take to get a NUC?<br>If we already have your NUC on our systems, we’ll aim to get it to you within 2 working days. If we don’t, it can take up to 10 working days for us to get it from your phone’s manufacturer.<br>What happens next?<br>As soon as your NUC is ready, we’ll email it to the address you gave us – along with instructions on what to do next.<br>Thank you<br>Vodafone Customer Services team"<br><br>Now I'm not sure where I stand and when the phone will be unlocked and as I'm travelling tomorrow I'm panicking.<br>I can't understand why it's so hard to speak to someone from the NUC Team so I can explain everything properly and they can explain their side clearly too.<br><br>Im totally lost and not sure what to do.<br>My friends phone was unlocked easily from a third party but not mine and they didn't charge me.<br>As for jailbreak I wouldn't do that as that would voice my warranty from Apple I believe.<br>I'm in distress because of this.<br>Any advice or help would be appreciated.<br><br><br>
Message 10 of 22 (964 Views)
Rank 1: Guest
Posts: 6
Registered: ‎15-03-2017

Re: Unlocking Vodaphone Account

Thanks for replying and hope your problem is solved as soon as possible.
It just worsens my fears that my phone won't be unlocked before I go on holiday.
Thanks
Message 11 of 22 (916 Views)
Posts: 20,935
Registered: ‎14-08-2011

Re: Unlocking Vodafone Iphone 7

Hi

 

Do you know if the person who originally had the iPhone obtained it through an independent. We hear that some independents don't properly update the network on the imei details etc. 

 

The official stance from Vodafone on obtaining a second hand phone is....

 

"Does the phone need to have been used on Vodafone UK?

 

 Yes, even if you've bought your phone secondhand. For Pay as you go, you'll need to have been using your PAYG SIM in the phone for 30 days. For Pay monthly you'll need to have paid three bills on time."

 

From > http://forum.vodafone.co.uk/t5/Pay-monthly-products-services/Unlocking-your-phone-NUC/td-p/2421880

 

 

 

 

image.jpeg

 

Message 12 of 22 (959 Views)
Posts: 20,935
Registered: ‎14-08-2011

Re: Unlocking Vodafone Iphone 7

Was the iPhone from an Upgrade never used by the original contract holder. 

 

Or was it a replacement through insurance or Apple. 

image.jpeg

 

Message 13 of 22 (956 Views)
Rank 50: Grand Master
Posts: 17,304
Registered: ‎25-03-2008

Re: Unlocking Vodafone Iphone 7

[ Edited ]

Hi @kyzersoze911

 

To get your iphone unlocked, it's going to need to be done as PAYG.  This means you are going to need to get a PAYG SIM and use it in the phone for 30 days, after which time you will be able to complete the form using the  PAYG number  and won't have any problem getting the unlock.

 

This will be the quickest and easiest way.

Message 14 of 22 (951 Views)
Rank 1: Guest
Posts: 6
Registered: ‎15-03-2017

Re: Unlocking Vodafone Iphone 7

Hi,

The phone wasn't an insurance replacement or an upgrade or any such thing. It was bought as a brand new set and was never opened from the box till I opened it and used it with my Vodafone pay monthly sim. And I have used my sim for 5 months now and paid all the bills fully and on time.
As for using a PAYG sim for 30 days,I think that is ridiculous and very strange.
I guess I have to give up and find another phone to take on holiday then?
Message 15 of 22 (923 Views)
Posts: 6,740
Thanks: 4,710
Solutions: 350
Registered: ‎21-10-2009

Re: Unlocking Vodafone Iphone 7

Hi. I think your problem is the imei number is registered to the original owner hence your SIM isn't linking to it, the other guys are right I believe and you would need to use a payg SIM for 30 days to officially link it to you, then process the unlock.
Message 16 of 22 (915 Views)
Posts: 1,836
Topics: 3
Thanks: 70
Solutions: 28
Registered: ‎05-07-2011

Re: Unlocking Vodaphone Account

Hi @kyzersoze911

 

We'd love to help with this. 

 

Please get in touch following the instructions that I've sent you in a private message

 

Hello @Laurakate if you do need any further help, please let us know. 

 

Thanks, 

 

Message 17 of 22 (891 Views)
Rank 1: Guest
Posts: 6
Registered: ‎15-03-2017

Re: Unlocking Vodaphone Account

Hi all,

 

Well looks like I will be travelling abroad tomorrow without my phone unlocked to other networks and I finally give up in chasing Vodafone for this.

 

Now I just need an honest answer with regards to unlocking this phone.

 

I plan to buy a PAYG sim tomorrow, top it up with £10 credit and put it in my locked iPhone 7 and take it with me abroad.

 

I will from time to time text and call from that number to make sure it is being used.

 

After 30 days of doing that, what do I do when I am abroad? Do I fill in the NUC form after 30 days? And then the phone automatically unlocks itself or do I get an email or text or some kind of notification? Also can I just use any Vodafone PAYG sim or does it have to be registered in my name?

 

Thanks for all your replies in advance.

Message 18 of 22 (806 Views)
Posts: 20,935
Registered: ‎14-08-2011

Re: Unlocking Vodaphone Account

Hi,

 

I believe that the phone has to be used on the Vodafone U.K. Network for the required 30 days making calls etc. 

 

 

"Does the phone need to have been used on Vodafone UK?

Yes, even if you've bought your phone secondhand. For Pay as you go, you'll need to have been using your PAYG SIM in the phone for 30 days. For Pay monthly you'll need to have paid three bills on time.

Do you need to be in the UK to complete the unlock process via iTunes?

 

No, but the phone would need to have been used in the UK as above."

 

You'll be requesting an unlock using the Imei of the iPhone and the new Payg Mobile number. My thoughts is the request may not go through as you've not used it for those required 30 days on the Vodafone Uk Network. 

 

If you use it out of the uk then your not on the uk Network but roaming on an abroad network. 

 

Also just to advise you'll need roaming bars turned off on the Payg account for it to work abroad.  Link > Abroad Use.

 

My advice is to register the new Payg Account. 

 

Regarding unlocking while abroad that is possible with an iPhone because it does not unlock via inputting a code but instead by hooking up to iTunes. From the iPhone 5 onwards it's not always necessary to hook up to iTunes. A person inserts an active alternative Networks SIM card. 

 

Once a Nuc request form has been accepted then Vodafone would email you to confirm it's been requested after accepting your unlock request. 

 

Apple then can take occasionally approximately up to 30 days to complete an unlock request made by a Network.


Periodically insert an active Non-Vodafone Sim Card in the iPhone and hook up to iTunes.
 

 

 

image.jpeg

 

Message 19 of 22 (780 Views)
Highlighted
Rank 2: First Poster
Posts: 32
Registered: ‎17-03-2017

Re: Unlocking Vodaphone Account

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.

Message 20 of 22 (454 Views)
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