Unlocking

[DuncanAMHP]

This seems to be a very popular subject, if not a happy one.

I've just upgraded from a Samsung s6 to an s8,, and have had a Vodafone account for years (and my son has also been on Vodafone for a good time - on my account!)

I want my daughter to have my s6, to use with her 3 sim-only account. Of course, the s6 needs to be unlocked.

On start up, with the 3 sim in, I get the message 'SIM network PIN blocked. Enter SIM network PUK.' This exact message has been mentioned on here before.

I have now been bounced back and forth between Vodafone and 3 several times, with each network saying it's the other's responsibility to sort out (both via chat and on the phone.) Vodafone have provided an NUC based on the (correct, undisputed) IMEI number, 3 have provided 2 PUKs to try; none of this has worked.

Reading the message literally, it implies the phone is already unlocked, but there is no message to this effect from the phone, and I'm sure it isn't. What really galls me is that 1) this is clearly a very common problem, it appears with no established solution and 2) there isn't even a straightforward rationale for dealing with it. There ought to be an algorithm for working through a range of possible solutions.

I've spoken to Samsung, with whom I've had the most sensible conversation, but they are clear (I'm sure correctly) that this can't be resolved with the machine itself.

Can somebody please provide a clear, rational solution, available to all? There must be something about the Vodafone locking procedure that's problematic, and even conceding this would be something, especially if the experts at Vodafone were working on a solution. Or maybe it should be put out to the hacking community!

[redpages]

An NUC (Network Unlock Code) and a PUK (Personal Unlock Key) are two different things.

An NUC is used to unlock the hardware (phone) so that it can be used on another network (for example, putting a Three SIM card into a Vodafone purchased phone)

A PUK is related to the SIM card / network you're using rather than the phone itself. A PUK is there to protect your SIM card data. You would be prompted for a PUK code if you've entered the security code (e.g. a four digit PIN) associated with the SIM incorrectly on several occasions. 

It's tricky to fully diagnose without having the phone / SIM at hand but I'd imagine if you're being asked for a PUK when the Three SIM is in the phone then this is the responsibility of Three to provide. The NUC from Vodafone would be a separate code to unlock the handset. I'd say you would need to resolve the PUK issue with Three first of all. Once this is resolved you can move on to the second step - using Vodafone's NUC to unlock the phone.

Out of interest, if you put the Three SIM in another phone does it still ask for a PUK?

[DuncanAMHP]

Hmmm...exactly the reply I had from Vodafone on the phone, and chat. 3 of course said the reverse.

I don't have spare handsets hanging around, but I'm hoping my daughter has my old s4, so I can try what you suggest (which Samsung had also suggested.)

Surely, though, if the NUC is based on the phone's IMEI number, I should be able to input this without any simcard in - if I have to be connected to a network, I'm stuck in a Catch 22 situation (which is what it feels like!) 

I will update after trying the s4 if I can. I return to my point, though: there ought to be a clear, straightforward solution, given the number of people who've posted about this.

[redpages]

You're correct that the NUC is connected to the IMEI number. However, part of the unlocking process involves having an alternative network SIM in the phone when you carry out the procedure (e.g. a non-Vodafone SIM when unlocking a Vodafone handset). The steps for an S6 unlocking would be:

1. Turn off the phone
2. Insert a non-Vodafone SIM
3. Turn on the phone. You'll see a prompt to enter the SIM network unlocking code
4. Enter your NUC

From what you're saying I think the issue is with Three in the first instance as they'd need to provide you with a PUK given it's their SIM. They do explain the difference between the NUC and the PUK on their website here so I can't understand why their customer services would think the process is the other way around. 

Either way, good luck. I hope you get it sorted. 

[DuncanAMHP]

I have now tried the SIM card in my old s4, and it works. My daughter unlocks the display with a sequential pattern, which may correspond to a digital PIN - I don't know; this option isn't available on the s6, which as I've said asks for a PUK. 3 have supplied me with 2 of these, neither of which work.

Surely this is a problem with Vodafone's locking of the s6, even though the phone isn't asking for an NUC.

[redpages]

That's bizarre and would rule out a Three problem, putting the onus back on Vodafone. 

I've read on a few Samsung forums something about an 'un-freeze code' which I've never heard of before. Others have got it resolved via third parties, albeit at a cost when it should be free with your Vodafone code. 

As it's still not resolved the official Vodafone team should post on this thread shortly and invite you to get in touch by email. Hopefully they'll have an answer for you.

[DuncanAMHP]

Thanks. I've also seen something about an unfreeze code elsewhere. I don't want to use a third party, not just because of having to pay, but also because I'm wary of who to entrust the phone to (materially or virtually.)

Hopefully Vodafone will get in touch soon - my daughter hasn't got a phone at present, and these days mobiles are important for personal safety - and will have more to offer than I've had so far from chat and phone contact.

[John]

@DuncanAMHP The differences between an NUC (Network Unlock Code) and a PUK code provided by @redpages are correct 
Just for reference, you can check out the different codes we provide and what they mean here.
As you're having some trouble getting your phone unlocked, I've sent you a private message with details on how to get in touch with our dedicated team. Once we receive your email, we'll then be able to take a closer look.