Problem with a locked smart ultra 6

[ketr]

My friend was given a smart ultra 6, but found it was locked. She tried to get it unlocked where she lives, (in Africa), but couldn't. So she asked me to take it to the UK and try for her.

I've failed so far.

The unlocking shop told me that the phone needs a PUK code, but the handset says 'Enter PUK 0 attempts'. So, I can't enter the PUK code they gave me.

We tried 3 different SIM cards, new and old, but the same message came up on the handset with all of them.

I've tried at the unlocking shop, at the local Vodafone shop and on the Vodafone online chat, but nobody can help me to find a way round this.

Please can anyone help me? Thanks

[BandOfBrothers]

Hi

What you need to establish is the exact method that's locked it. 

The original owner maybe able to clarify and woukd probably have to contact her network. 

If you want it unlocking so that any SIM card can be placed in it for any network then it needs to have been used on the Vodafone network for at least 30 days on Payg making calls but not to customer service or using data , sending texts etc. 

Regarding the Puk Code.

Customer service via 191 or Live Chat provide this. 

From the internet. 

"If you have a PIN number on your SIM card as an extra security measure, you'll need to type the PIN number in each time you turn on your phone. If you do this wrong 3 times, the SIM card will be locked and you will be unable to use the phone. In this situation, you will need your PUK code to unlock the SIM.

WHAT IS A PUK CODE?
PUK stands for 'PIN Unlock Key'. It's a unique code that is linked to your specific SIM card and is usually 8 digits long. Some phones may ask for a PUC code instead. This stands for 'PIN Unlock Code' and is exactly the same thing as a PUK Code."

[ketr]

Thanks

I'll see if my friend can shed any light on the original owner.

I understand about the PUK code.

What confuses me completely is that the same 'Enter PUK 0 attempts' message comes up with any SIM card - we tried 3 today.

[BandOfBrothers]

You're welcome. 

I agree @ketr it should be the owners sim that's locked out. 

The phone maybe locked to the Network it was sold on and may not accept the Vodafone Uk SIM card. 

[AnnS]

Hi @ketr

You don't need the original owner to get the phone unlocked, all that is needed is to use a Vodafone UK SIM in the phone for 30 days making the odd chargeable activity to get the SIM associated with the IMEI.  Vodafone do not charge for unlocked code.

If the phone is asking for a PUK code, you need to enter the incorrect code 3 times using the same SIM, you will then be able to use the PUK code to get the phone unlocked.  It would be beneficial to do a factory reset without doing a back up to put the phone back to out of box settings.  This can be done by going into the phone settings, about phone, reset.

As this phone is a Vodafone exclusive, the phone will only be locked to Vodafone UK.

There is further information from support below.

Support - Unlock Phone and PUK help

If you need further help and advise, take the phone into a Vodafone Store, they will be able to look at the phone and answer questions.

[ketr]

I have a Smart Ultra 6.

On the lock screen, it says 'SIM/RUIM is Perso locked - no service.

When I swipe the screen, I get 'Enter PUK (0 attempts)

I've been to the Vodafone shop - more than once - I've also tried a phone unlocking shop, and the Vodafore online chat, but nobody has been able to help me yet.

Maybe someone here can give me some advice.

Thanks

Kev

[kids]

@ketr Try entering your sim card pin, usually the default is 12345, it that works you can then set a sim card pin of your own choosing.

[Nabs]

@ketr I'm guessing the PUK has been entered incorrectly too many times. 

I've done this before, a loooong time ago (think it was a 3410 I had at the time!), My local Vodafone shop were able to reinstate service but it cost me £20 if I recall and required a new SIM. I'm not sure on the details of what they did (it was a good 10 years ago) but I image a process is still in place. 

[Nabs]

An additional thought @ketr, where was the phone initially purchased? I wonder if it came from a different Vodafone company i.e. Vodafone Germany or Vodafone Spain and is locked to their network?

[grolschuk]

The phone being locked (I guess to Vodafone UK) is different to a PUK being asked for.

PUK is when the sim card is locked (not the phone) and generally activates after entering the SIM's pin code incorrectly 3 times.

You have 10 attempts at unlocking it, and then the SIM is cancelled and you need to get a new one from the mobile network and transfer your number over to it.

For the phone being locked to Vodafone, the original owner that got it in the UK can ask Vodafone for a NUC (network unlock code) to unlock it and be able to be used on any network.

3rd party unlocking services may be able to unlock it, but there is chance that it could lock again if the phones software is updated.

Edit - I see a lot of replies have come in the time it took me to write this

It's strange that you get the message using different SIMs - are they active if used in a different handset?