main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal

Android

Unlocking Galaxy S6

Highlighted
2: Seeker

Ok. So I need the master code. I have the PIN and PUK.

Lets see if Vodafone sends the master code then.

Thanks

View more options
Highlighted
16: Advanced member

@MIGUELBRANDAO – Please see our email reply from yesterday.

 @SHAHI_SADAK - We’ve replied to your email today.

 I’m sorry for any inconvenience it’s causing, with getting your phones unlocked.

View more options
Highlighted
2: Seeker

@thanks. @emma I did.

Best,

M


wrote:

@MIGUELBRANDAO – Please see our email reply from yesterday.

 @SHAHI_SADAK - We’ve replied to your email today.

 I’m sorry for any inconvenience it’s causing, with getting your phones unlocked.


 

View more options
Highlighted
2: Seeker

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. 

View more options
Highlighted
4: Newbie

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.

View more options
Highlighted
Moderator

Thanks for getting in touch with us @Yee1991.

I'm disappointed to hear your device is asking for your PUK. We can have a look into this with you, I've sent you a private message on how you can contact our team directly.

View more options
Highlighted
2: Seeker

Hi there,

 

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!!

 

View more options
Highlighted
4: Newbie

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!

View more options
Highlighted
2: Seeker

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!!!

View more options
Highlighted
16: Advanced member

@Brisk - I’m sorry that you’ve come across these issues, when trying to get your phone unlocked.

We can escalate this to our Network Unlock team and they’ll help further.

I’ve sent you a private message with how to send us your details. 

View more options
Highlighted
2: Seeker

Could someone help me unlock my S7 Edge? Having the same problems as experienced in this thread.

 

Thanks.

View more options
Highlighted
Moderator

We can certainly look into that for you @phillipd.

I've sent you a private message on how you can contact our team directly. 

View more options
Highlighted
2: Seeker

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.

View more options
Highlighted
2: Seeker

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. 

View more options
Highlighted
2: Seeker

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.

View more options
Highlighted
4: Newbie

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.

View more options
Highlighted
2: Seeker

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.

View more options
Highlighted
Moderator

@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 😊

View more options
Highlighted
2: Seeker

Hi Colleen,

 

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.

View more options
Highlighted
Administrator

@Brisk I'm sorry to see your device is still locked to our network, after the 10 day period. 

So we're able to look into this further, please reply to the last email you've received from our team. 

View more options