Difficulties unlocking Vodafone Smart Ultra 6

[godot]

I bought a Vodafone Smart Ultra 6 from Vodafone on PAYG approximately 18 months ago, and had unlocked it to use on a different network. It recently developed a fault with the screen, and had to be sent to the repair centre. The repair fixed the screen fault, but when my phone came back it had a new IMEI and was locked to Vodafone again - I assume the mainboard had to be replaced.

I have since been unable to unlock the phone so that I can use it with the SIM only contract I have on the other network. Third party unlockers have failed, and so I took it into the store and was recommended to go through the Vodafone online NUC Request form. I did this, and received the following email in response:

 Hi Mr X,

Thanks for getting in touch about unlocking your phone. When we checked the details you gave us we could not find a match for the IMEI number on your account. We need your IMEI number (a unique serial number) before we can unlock it.

What do you need to do?

Double check the details you gave us when you filled in the form.

The IMEI number you gave us is XXXXXXXXXXXXXX

Check this against your phone by tapping in *#06# and it will display on the screen.

If this number is not right, you will need to fill in the online form again.

When we have got your new form we will be back in touch.

Thanks,

Vodafone Customer Services Team

I confirmed that I'd entered the correct IMEI (I had), and then went back to the store, who recommended that I email the NUC Resolutions team and gave me their email address. I emailed them, explaining the situation. The response I got was:

Thank you for getting in touch about unlocking your phone. To do this, you need a network unlock code (NUC) from us.

How long does it take to get a NUC?

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.

What happens next?

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.

Thank you

Vodafone Customer Services team

Obviously this doesn't answer any of my questions, and I sent another reply saying so, only to get an identical stock response.

How can I get my phone unlocked, or at minimum talk to an actual person about this issue?

[BandOfBrothers]

Hi @godot

I think you've worked out the issue will be Vodafone systems not recognising the imei number due to the motherboard change. 

Please let the Vodafone Team here catch up with your post and and I'm sure they'll help you. 

[DaneB]

I've sent you a private message with details on how to get in touch.

For anyone else with the same issue, try the steps listed here and if you’re still affected, contact customer service.