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Unable to unlock phone

2: Seeker

I am coming to the end of my 2 year pay monthly contract for my S6 and requested an unlocking code on the 3rd November to change to a sim only deal .  I keep getting sent in circles ever since!

 

I requested a NUC code which promptly arrived by email. I was impressed  and thought  this was a great and easy process. How wrong I was...

 

I got an 'unsuccessful' message when I tried to use it. so I contacted the vodafone online chat service. They advised me to try again and when it didn't work they told me to go to a vodafone store where someone would be able to help me. In store they told me they are unable to help and that the chat service should not send customers with this problem to them. I was then given an email address and told to contact NUC resolutions. I received an automated response telling me I needed a NUC code, which was pretty annoying considering I had explained that I had been given one that didn't work. When I replied to clarify this I then got the exact same automated reply....

 

I don't understand why after having contacting vodafone 3 different times this has still been resolved. Why are customers advised to contact an email address that just sends automated responses? I am currently paying for a Virgin sim which I am unable to use in my phone. My PAC code to port my number is only valid until 2nd December and I do NOT want to have to pay an extra month to Vodafone due to their own incompetencies. I am thoroughly disappointed as I had had such good service with Vodafone over the last 2 years!

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8 REPLIES
Administrator

@kimn We'd be happy to help out with getting your NUC 🙂

So we're able to access your account and assist, please contact us using the link in the private message I've sent. 

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2: Seeker

I have tried this form AND another form suggested by Facebook Vodafone UK. The online chat adviser has suggested that I request ANOTHER NUC and then reposted everything in the original NUC email. I was on hold waiting for Customer services on 191 for 1 hour 5 minutes and no one picked up. Can someone from the NUC team contact me directly please?

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Moderator

@kimn A member of our Network Unlock team has emailed you in response to your query and we're waiting to receive a code for you. Please refer to the email we sent you on the 27 November 2017.

 

 

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2: Seeker

This code also does not work and I have not had any replied after I told your colleague that it was not working. I am still paying for 2 contracts and unable to use my PAC code.  

 

I don't understand why Vodafone make it so difficult to unlock the phone and from the look of the forums I'm not the only one having this problem! If there is no answer that you can come up with, can you not replace my phone with an unlocked S6?! I've paid 2 years worth of pay monthly bills and expect better treatment than this!

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Moderator

@kimn I can see we've since responded to your email - should you need any further assistance in the future, please don't hesitate to let us know 

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2: Seeker

My problem is the same for S6 edge. When I get home I will provide a lager write up of my problem.

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2: Seeker

To the Unlocking team - Whom it may Concern,

 

Re: Failure to Unlock Phone

 

I have been trying to resolve the present problem for a month now without any success whereby Vodafone has been unable to unlock my mobile phone. I have made many phone calls, emails, and attended the local Vodafone shop and still they are unable to help.

 

Some time back I purchased a mobile (Samsung S6 Edge) from a local Vodafone store, which came with a contract, that contract expired in August 2017.

 

I sought a better sim only offer but Tru Solutions, who I understand service my mobile provision, was unable to provide a reasonable price. This resulted in seeking a new service provider elsewhere, which was unfortunate as I have been with Vodafone for many many years. This phone is vital to my business and just one day without a phone creates problems for me and the business.

 

As I had have started a new contract with my new provider it was important that my mobile is freed up as I am now paying £13 plus the monthly subscription to Videophone.

 

On the 26 October I requested a PAC code and later the unlocking code for the mobile. I was initially provided an NUC code then a PAK code but these failed to unlock the phone. I was later instructed to purchase another sim only card and try this, still the phone would not unlock.

 

The numbers that I have been given so far are: XXXXXXXX and  XXXXXXXX.

 

Following many calls and emails to Tru Solutions and their failure to help resolve the issue  I attended the local Vodafone store on Thursday 23 November. The representative initially told me it was my new provider that was at fault, I know enough about technology to know this was not the case. However I did what they said and visited the new provider who informed me that Vodafone is the only people who are able to unlock the mobile, which I knew to be true. The next Vodafone representative that spoke to then instructed me to contact Samsung who I did call and they told me the same answer, it is only Videophone that can unlock the phone. The Samsung advisor actually spoke to the Vodafone representative to explain this to him. I then visited a local shop who unlocks phones whereby that person said it is Vodafone’s responsibility to unlock the phone.

 

It was my intention to reduce the cost of the phone bill but I am now left with paying not only higher than normal fees to Vodafone but also to my new provider. The last payment to Vodafone was £86.99 and my new provider is £12.50.

 

On Thursday 30 November I spoke to the Vodafone Specialist Care Team (VSCT) who confirmed that the NUC number I have previously been given was the one they have on record. The call resulted in the representative (rep) saying he will request another unlocking code from the network unlock code team and that this will take 72 hours to arrive in my email inbox XXXXXXXXXXXXXXX.  I explained that the team had already given me an unlocking and questioned if they would be sending me a different number. The rep said that they would check to see if they are sending the correct code and if not then they will get in touch with the manufacturer. As stated previously, I have already done this and Samsung said that all codes are sent to Vodafone. At this present time, I am again waiting for the unlocking of my phone while I am paying over and above what I should now be paying.

 

On Monday 4 December I had not received an email from the unlocking team so I rang the Vodafone Specialist Care Team at 19.00 hours and explained that this had not been received. The representative said it takes 10 working days but I explained that the previous rep said it would take 72 hours. The rep told me that due to the amount of times trying to input the locking code it has locked me out and that I need to go contact Samsung. I explained that I had spoken to Samsung and they said it was Vodafone’s responsibility. I also said that if the phone had totally locked me out it would have given me a message stating so. The representative said he would contact the unlocking team and it woiuld take 3 to 5 working days so I protested at this and the representative gave me the email address of the team. XXXXXXXXXXXXXXXXXX  which the above information  is being sent to.

I seek an urgent resolution to the problem, alternatively I seek that Vodafone provides me with a Samsung S6 edge phone replacement and refund of payments since 26 October 2017. 

 

I seek an urgent resolution to the problem, alternatively I seek that Vodafone provides me with a Samsung S6 edge phone replacement and refund of payments since 26 October 2017.

 

 

 

 

Moderator

@cptnicko - It sounds like you’ve had a poor experience trying to get this resolved.

We can check your account and then escalate this to our Network unlock team.

Please  send us your details by following the instructions in this private message.

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