Network Unlocking Code (NUC) for Galaxy S5

[basforsj]

Hi,

I am currently awaiting my network unlock code, and have been waiting since 20th January 2015.

After waiting 10 days for a response following submitting my request form, I was asked to confirm the phone was locked. I confirmed that the phone was locked and the other details required.

It took until 26th February for Vodafone to confirm that they had contacted Samsung but that the phone was already unlocked. I confirmed that the phone was not unlocked and sent photo evidence. I was told that I would have to contact Samsung as there must be a problem.

I have spoken to Samsung who said they DEFINITELY cannot help with unlocking phones as they are not authorised to do it on your behalf. 

I spoke on the phone to customer support who said they had no record of me being told that the phone was already unlocked or that I should contact Samsung and that I would need to go in to store to prove it (like this is something I would try and mislead you about?!), then call back.

I went in to store (127 Oxford Street, London) and showed a customer service agent my phone, and showed them it was still sim locked, and tried the '00000000' code to unlock. They confirmed this didnt work, checked/confirmed the emails I received and updated my notes on the system. 

I called customer service back and was told that despite what I had been told there was nothing they could do - I would just have to email again to the unlock email address. 

I did this, and waited 14 days for a response. I have had no response to this day. I complained via chat last Friday (13th March) and was told they would follow up for me. It is now Thursday 19th March and I have still had no contact from anyone.

Please help with an unlock code for my phone, please do not tell me to contact Samsung again.

This has been going on since January 20th.

[basforsj]

6 days since my last update from the customer service team. 15 days since this was raised as an issue on the forum. 38 days since my last response from the NUC team despite multiple requests for an update. 

79 days since I requested an unlock code.

[Retired-Rodney]

Hi @basforsj

For my team to look into this, please respond to the last email we've sent.

Once you've completed this, send us your email reference number and we'll ensure it's followed up.

Thanks,

Rodney 

[basforsj]

Hi Rodney, 

I've now replied. I mentioned it here as this happened with the unlock team - they just stopped responding. It's now been 40+ days since the unlock teams last reply, despite me replying to their emails.

I requested the unlock code on 20th January, I've been waiting a long time. Surely the customer service team don't have to just wait weeks for a response like a customer? Even if the customer service team do have to wait, I'm sure Its already been more time than the service level expected. 

[Amanda]

Hi @basforsj

We’ve removed your attachment as it contained personal information. As the forum’s a public place, it would be available for all to see.

If you’d like to upload the attachment again, we’d advise you to remove any personal details.

Thanks

Amanda

[andy007]

I've had so much trouble just to get a code, eventually got it, won't work. Still trying, with no luck. I don't think they actually want to let you unlock them?

[John]

@andy007 We'd like to look into this for you. 

I've sent you a private message with information on how you can get in touch.

[andy007]

There is no link, I don't understand this message?

[Dodgerdiaz83]

Hi my samgsung galaxy s5 is currently locked in to ee and i want to use my vodaphone contract chip... can u help me with the network unlocking precedure...
Thanks

[BandOfBrothers]

Hi @Dodgerdiaz83

To Unlock your Samsung Phone so that it will accept any Networks Sim Card, including Vodafones, you will need to contact EE's Customer Services and or look at their Official Unlocking Process and criteria.

Vodafone will not be able to assist you in Unlocking a Mobile Phone that's locked to another Network. 

[andy007]

It is a vodafone locked one, EE have nothing to do with it