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Hi I am also having the same problem where my s7 edge phone is asking for a SIM network PUK. I have emailed nucresolutions but only received an automated email about how to get NUC code which I already have. Will really appreciate if someone can advise me who else I can speak to get the Master code as vod customer service team has no clue what am I talking about. Or moderator can help please.
NUC resolutions are the only team who can help with this. Just keep trying. A moderator may be able to give them a nudge for you. You always get an automated email when you mail them, but they usually respond properly within 1-2 days.
I'm also struggling with the exact same scenario with my Samsung S6. What is the email address of the department I need to contact to receive the master code I need? Crazy we all have to go to these lengths to unlock a phone!!
Message to all the moderators.
This is an issue for many Samsung phones, and at least from the S6 onward. It is the way Vodafone has chosen to lock the phones and the phones will all ask for a PUK network unlock code, which requires the phone master code prior to being able to use the NUC. Please will you all get familiar with this problem and learn how to resolve it; so those needing their phone unlocked can get a resolution quickly and not be told that it's a sim card issue!
I couldn't agree with @hughdunford more. Give us a simple walkthrough or a shortcut to put us in touch with the people who can give us the information we need without wading through automated replies for days. A link to click here in this thread, or a template email for this specific problem. It really shouldn't be so hard to provide that service, given the obscene amount of money you charge us!!!
I am having the same problem unlocking my Galaxy A5, have my NUC and PUK but neither work and I'm in need of a 'master' code, how do I contact the NUC resulutions team? FAQ on the subject is not at all helpful.
Just by way of an update to everyone struggling with the same issue... Mine is still unresolved. After jumping through hoops and providing multiple confirmation questions, I still haven't had a response. Was given a 6 to 10 day response time, which I imagine will be 10, which I think is completely unacceptable for a company of this size. It smacks of sour grapes, given that it's a code to leave the network. I've never had a 6 to 10 day wait when I'm trying to give them money.
I ended up using a paid online service to unlock my phone. Couldn’t be bothered waiting for Vodafone any longer. Cost £20 but got the network unlock code along with the defreeze code - worked instantly.
Ridiculous that you should have to do that, though I nearly did the same. Once I found someone at Vodafone who understood the issue I got the codes same day, but it took weeks to get there. Obviously, Vodafone still aren't educating their staff on this issue.
Rather than read another dozen automated replies from Vodafone or mentally wrestle any more call centre operators I found an ebay seller with an 'unfreeze' code that worked a charm. Vodafone has cost themselves a lifetimes worth of future business for the price of a decent lunch. Happy to share where I bought my code in PM if anybody wants to know.
@CitizenSmiff I'm sorry to hear about the problems you were having with unlocking your phone, but glad that you've since been able to get this resolved. If there's anything you still need help with, please don't hesitate to let us know.
@Brisk I appreciate it's frustrating being asked to wait for up to 10 days. We have to advise this, as sometimes we need to contact the manufacturer for the network unlock code directly. If you do need further help after this time has passed, please let us know - we'll get it chased up for you 😊
It's now 15 days since I was told it would be 6-10 days (25th February). I think you'll agree that's an awful length of time to wait for something which has a relatively simple solution.
Please do chase it up. It's just ridiculous to treat customers like this.