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Android

Problem with Unlocking Phone

4: Newbie

Kate.P

 

How did this get resolved please?

 

Assuming it did 6months later.

 

I am in the same position with Vodafone waiting for a master unlock code. It is now over four weeks since original request of Mastercode.

 

 

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Moderator
Moderator

Hey @KateB - we'd love to get this resolved for you as soon as possible, it's sounds like you've waited long enough for your Master Code. 

One of our team will be happy to access your account and take a closer look into this for you. Find out how to get in touch here.

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3: Seeker

Seriously how long does this master code take to generate??? Surely simply a case of Vodafone putting phone details such as IMEI into unlocking software and generating a code!!! Absolutely ridiculous service!

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4: Newbie

I agree TJ. But I'm getting nowhere.

Currently have a complaint customer number and someone in customer relations who is failing to help.

I have also tried via Facebook and also written my first official letter to Head Office stating you have breached the contract.

I have been emailed the same Unlock code four times. And never this elusive Mastercode.

 

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Moderator
Moderator

I'm sorry about the delay @smistry82. Did you pop your username and link to this thread in your message too @KateB

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4: Newbie

How do I do that?!

I have been through this complaint process for 5weeks. I don't really see how adding a link to this "community" page is going to make a huge difference!!

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Moderator

Hi @KateB, it's so we can pick this up quicker so we can help. Copy and paste the URL into your Facebook message and our team will see this thread. 

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4: Newbie

Any luck for you yet?

 

Still nothing for me since 22 August!

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3: Seeker

No, phone call and chat after chat, promises after promises broken...no calls back when promised too...what a complete joke.

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4: Newbie

Smistry82

Exactly the same for me.

 

I have now sent letters recorded delivery to Head Office and will be issuing a letter of action soon.

 

Beyond furious.

 

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3: Seeker

Ive put in a Watchdog investigation request from BBC...maybe you and others can do the same...that way the BBC might do something to get this sorted! 

 

https://www.bbc.co.uk/send/u23123288?ptrt=https://www.bbc.co.uk/programmes/b006mg74

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4: Newbie

That's a good idea. I will get on to it today.

How long have you been waiting now? What is your handset?

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3: Seeker

It will be 2 weeks tomorrow, so not as long. But reading the horror story pf others, hence not holding much hope esp with the service ive been receiving so far being rubbish.

Galaxy A5 (2017)

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2: Seeker

I have been experiencing exactly the same problem. No-one in Vodafone is listening when I tell them the NUK they have provided doesn't work for my Samsung A3.

 

I must need a Master Code, but whenever I speak to someone they keep responding with the same NUK code. I have been promised so many return phone calls and nothing. I have now been told it's been escalated, but I am still left with a locked phone, it is so frustrating as no one is listening and no one is getting back to me. This has been going on since July! 

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4: Newbie

Contact watchdog at BBC as well, the more of us that do the more likely watchdog are to respond.

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Moderator

@smistry82 If you change your mind, we'll be happy to help through the methods @TJ has mentioned. If you've already done this, please let me know your Facebook or Twitter name and I'll be able to locate your message to help.

@KateB I've not been able to find a message from you to our team. We're committed to resolving this for you and want to help with unlocking your phone. Please let me know your Twitter handle or Facebook name so I can ensure our team have received your query to help. If you'd prefer not to share these in the thread, please ensure your Community username or link to your post are included in the message to us so we can track this down 

@Spongewebb Please pop us a message over on Facebook or Twitter with your Community username and a link to your post. This will mean you won't need to repeat yourself and we can help you faster 😊 Our team will then resolve this and unlock your phone for you.

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4: Newbie

Natasha I have done numerous Facebook messages with Vodafone. And surprise surprise nothing helps.

 

Everyone promises to help but 6 weeks later.. nothing.

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4: Newbie

Natasha.

 

I have added a link to this on my Twitter which is kateyk77.

And my Facebook profile is Kate Booyse. I have had numerous conversations via messenger but it is going nowhere.

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3: Seeker

@natasha As I've said previously I'm not willing to send my personal details over any chat other than a secure chat initiated by Vodafone though a text message with a pin etc...

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Moderator

@KateB I can see we've been chatting to you over Facebook - we'd need to complete security with you in order to view the current status of your query with our Customer Relations team. Please reply to our latest message from 4 October.

 

@smistry82 To complete security we'd send a text to your number that you'd need to confirm to complete security - this will be from Vodafone so you'll know that it's us Our messages are also secure and we take the security of our customers very seriously. If you change your mind, you know where to find us.

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