iPhone SE - network unlock code issues

[Niels3n]

Hi,

I’ve had a very stressful week trying to unlock an iPhone from Vodafone without success so would like to clarify the process as I’ve received conflicting information from several different Vodafone support people and still haven’t managed to get the phone unlocked.

I have 3 different accounts with Vodafone:

• 1)     A Onenet business account with aprox 18 mobile devices
• 2)     A standard business account with 2 mobile data devices
• 3)     A family account with 2 pay monthly sim only contracts

I have purchased iphones through the business account 1) and then used those devices with the sim only contracts on account 3).

I wanted to unlock the 2 iphones on account 3) and completed the online NUC form on your website and entered the details of the existing telephone numbers used on account 3) – they have both been used on this account for more than 10 months.

I received a confirmation email saying that the NUC’s had been issued and followed instructions to use the phones with a Three mobile sim but got an error saying that the Sim was not compatible.

I was talked through the process by a Vodafone tech support person and an Apple support person who then double checked the imei number and confirmed the device isn’t unlocked.

Please answer the following questions:

When completing your NUC request form do you want the telephone number of the current Vodafone sim used with the phone or a number from the Account 1) which was used to purchase the phones (although never used on this account) ?

How does the NUC get to the iPhone, is it via the Vodafone network (and requiring an active Vodafone sim installed) or via the internet/itunes ?

I wanted to unlock my daughters phone before she left for Australia, once I received confirmation that the iPhone was unlocked I requested a PAC code and then spent many hours trying to unlock the phone and get it working with a new sim. Eventually Apple confirmed that I was doing everything correctly and that the phone is still locked to Vodafone.

The result is that I no longer have an active sim card in the phone and it has gone to Australia with my daughter. Can the phone still be unlocked in Australia ?

I was advised by 2 different Vodafone employees that I could take the phone to any local mobile phone repair shop and that they could unlock the iPhone while I waited - I've tried 5 different shops who insist that this isn't possible - can you please clarify if this is possible ?

Out of interest, will a phone locked to Vodafone network in the UK work with a Vodafone sim from Australia installed ?

My advice to anyone else is to unlock your devices as soon as you can and don’t wait until you want to leave Vodafone. I’ll now add this to our process at work !

I look forward to some clarification and hopefully getting this resolved.

[BandOfBrothers]

@Niels3n

You would use the mobile number you have been using in the iPhone and as long as you meet the unlocking criteria set down in the initial Unlocking form you should be good to go. 

An iPhone is not unlocked via inputting an unlocking code like other phone makes are, but instead is unlocked remotely via Apple and their Database.

The Vodafone Network typically lets a person know it's unlocking has been requested to Apple after accepting your online unlock request. (Please Check Spam Inboxes too)

The iPhone isn't actually unlocked at this stage.

Apple then process the Networks request and occasionally this can take approximately up to 30 days sometimes to complete an unlock request made by a Network.

Please Periodically insert an active Alternative Networks Sim Card in the iPhone and hooking up to iTunes is only typically needed if its an iPhone 4 or older.

When it's unlocked you should see a pop up message and the alternatives Networks name will show in the iPhone's status bar. From the iPhone 5 onwards there's not normally the need to hook up to iTunes to complete the process.

[Niels3n]

Many thanks for your reply, that all makes sense.

I've just re-checked the email I was sent a week ago from Vodafone and it doesn't say that it may take up to 30 days, it says "you're almost done - you just need to do a few things to complete the process" and then goes through changing the sim etc.

no one at Vodafone has told me I need to wait a bit longer - they have told me lots of things from connect to itunes to take to a local shop to get it unlocked. The last person said that because I didn't buy the phone using the account with the sim card it won't work. They say I should submit the request again using any phone number from the account that I used to buy the phone.

Apple support didn't mention that the unlock could be on it's way, they just said that it definitely isn't unlocked and referred me back to Vodafone.

With all the conflicting advice - how do I know that sitting back & waiting will resolve this.

Is there any harm re-submitting another NUC request to Vodafone using a phone number from the account that I used to buy the phone originally and obviously the imei of the iPhone SE ?

Incidentally - despite promises from Vodafone that someone would be in touch by Monday at the latest, no one has been back to me !

Many thanks

[Gemma]

@Niels3n - I’m sorry that this process has caused stress.

When we request an iPhone to be unlocked, it can sometimes take up to 10 working days.

As you’d already requested this before the number cancelled, we can look into what’s happening.

I’ve sent you a private message with how to send us your details. Please include the number you’d originally entered on the form.

We can’t always guarantee that the unlock process will complete when abroad. Please ask your daughter to insert a non-Vodafone SIM into the phone. Once this has been done, please connect it to iTunes or perform a software restore.

We’d advise to back up anything needed before doing this.