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NUC code

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1: Seeker
I am being sent around in circles by Vodaphone. Tried online support, telephone call and visited shop twice today. I'm NO FURTHER FORWARD!!! My pay monthly contract ended in December, spent an hour on live chat to confirm we wanted to end contract and have that confirmed in writing. Applied online for NUC code and received response 10 days later to say "sorry you're leaving. To apply for NUC code..." Phoned for help, was told I needed to take proof of my purchase into store (bought through Carphone Warehouse. Visited store with proof of purchase- they sent me to Carphone Warehouse who said only network can unlock. Went back to Vodaphone store who told me they can't help and I must apply online. back to where I started!!! I own this phone. I need the code. I have proof of purchase. I have applied AGAIN online but am convinced I will wait another 10 days then receive same message. Please please can someone help???
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17: Community Champion

You're Welcome.

 

Unfortunatley that's the model that locks out to the first sim inserted as I touched upon

 

The fraud information is standard if Vodafone believes too many unlock requests have been made for a particular imei of one phone. 

 

Customer Service can fill out the forms for you or provide you with the unlocking department email.

 

Now please be aware even people who have sent off their phones details via the Nuc Resolutions email address haven't all been successful in having their phone unlocked. 

 

You may need to keep persevering with this to Customer Services. 

 

Apple themselves would not engage with you in relation to a Network locked iPhone either. They would see it's a locked device on their database and would only listen to Vodafone's request. 

 

If needed use the information in this link > Vodafone code-of-practice.

 

Current Phone > Samsung Note 9 _512Gb > Model: SM-N960 Hybrid-Duos.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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23 REPLIES 23
17: Community Champion

Hi,

 

I'm sorry to read you've been dealt with this way. 

 

Usually phones supplied by Cpw are already supplied fully unlocked out of the box.

 

The iPhone being the exception as this locks out to the first SIM card inserted. 

 

Which phone model do you own ?

 

If it's not an iPhone have you tried an active non Vodafone SIM card in it ?

 

It's true carphone Warehouse cannot unlock phones. 

 

If this was my situation if your most recent Nuc request fails then speak with Vodafone Customer service on 191 or Live Chat and ask for the specific email address for Vodafone Nuc Resolutions so you can email them directly. 

Current Phone > Samsung Note 9 _512Gb > Model: SM-N960 Hybrid-Duos.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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1: Seeker
Thanks. It is an iPhone. I've tried another online nuc code application as advised in the Vodaphone store and have received a response - they are treating this a fraud as I've already applied against the IMEI code!! I will try calling customer services again tomorrow. Thanks
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17: Community Champion

You're Welcome.

 

Unfortunatley that's the model that locks out to the first sim inserted as I touched upon

 

The fraud information is standard if Vodafone believes too many unlock requests have been made for a particular imei of one phone. 

 

Customer Service can fill out the forms for you or provide you with the unlocking department email.

 

Now please be aware even people who have sent off their phones details via the Nuc Resolutions email address haven't all been successful in having their phone unlocked. 

 

You may need to keep persevering with this to Customer Services. 

 

Apple themselves would not engage with you in relation to a Network locked iPhone either. They would see it's a locked device on their database and would only listen to Vodafone's request. 

 

If needed use the information in this link > Vodafone code-of-practice.

 

Current Phone > Samsung Note 9 _512Gb > Model: SM-N960 Hybrid-Duos.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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17: Community Champion

Hi @Marronj

 

I doubt that being unable to provide an unlock for an iphone after two applications to prevent fraud would be considered a valid complaint.

 

However, it may be worth synchronising to itunes to check if the unlock request has been approved.

 

If you are still having issues, it may be worth completing the form as PAYG.  This will mean using the phone with a PAYG SIM for 30 days after which time you will be able to apply for the unlock.  Please remember there is no unlock code for an iphone, the phone is unlocked by synchronising to itunes.

 

Please see the additional information below.

 

Why am I having problems getting an unlock code?

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3: Seeker

I requested an nuc code for my old Samsung s 6 and have received the email but after following instructions to turn handset on and off it has not prompted me to enter any unlock code. I have factory reset the handset and am confused as to whether the handset should automatically alert me to enter the code or whether I need to enter it somewhere specifically in the settings. I need this handet to be unlocked for a Xmas gift. Please advise me what I can do. Thanks 

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14: Advanced member

@Charlie_maud wrote:

I requested an nuc code for my old Samsung s 6 and have received the email but after following instructions to turn handset on and off it has not prompted me to enter any unlock code. I have factory reset the handset and am confused as to whether the handset should automatically alert me to enter the code or whether I need to enter it somewhere specifically in the settings. I need this handet to be unlocked for a Xmas gift. Please advise me what I can do. Thanks 


This is probably a bit simplistic, but did you have your new (non-Vodafone) SIM in the phone when doing this ?  You won't be asked for a NUC unless the phone notices that a "foreign" sim has been inserted, if I remember correctly.  There's also a (slim) chance that the phone is not actually locked in the first place - if it starts up normally with a non-Vodafone SIM inserted and shows a signal, try making a call and see what happens. This has happened to me in the past.

If you've already tried all this, my apologies !

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2: Seeker

Vodaphone are doing exactly the same to me. They simply don't want to give out NUC codes. It's lie after lie from their representatives, I've been going round in circles for 3 weeks now, I will never sign up to Vodafone again. Very poor customer service.

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Moderator

I'm disappointed to hear you've been going round in circles @Mickbun.

Have you filled out our Network Unlock Code form?

You can find plenty of information on our NUC FAQs page.

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2: Seeker

So far I've filled out four of those forms. I've had many excuses for instance the phone was purchased from Carphone warehouse so they have to unlock (absolute rubbish).

The phone was replaced by my insurance company because of a broken screen so you need to apply with the original imei. ( again incorrect but both imei' were displayed on the NUC form stating which was original.

I have supplied receipt from insurance on 2 occasions.

The excuses from Vodafone go on and on, mostly different guidance that contradicts the previous. You have to assume the staff do not know their policies themselves or they make it up as they go along. I have saved 3 different transcripts from Vodafone online chats that are humerus and far from correct.

They are all very polite, we'll mannered, but don't have a clue of the facts.

phone still unlocked but been told to resend a NUC form after 31st Feb, but not expecting success as we all know that date don't exist... Lol

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Moderator

That's not good to hear @Mickbun.

So we can escalate this for you please follow the instructions i've sent to you via private message.

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2: Seeker

hy...I havea problem unlocking my galaxy s8..I am entering te code provided but it's still asking me for a network puk...cheers

 

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14: Advanced member

If it is genuinely asking for a PUK and not a NUC, that's something different.  A PUK is required when you forget or mis-enter your SIM passcode - which means you must have SIM locking enabled on that SIM in the first place.  A NUC unlocks the phone from Vodafone's network so that you can insert and use another network's SIM.   They are two different things.

I'm not entirely sure what a "Network PUK" is supposed to be - that sounds like an oxymoron, although maybe that's just my misinterpretation. Is that really what it said ?

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Moderator
Moderator

@mariantrandafir I'm sorry to hear that you're having trouble getting your S8 unlocked. Is this the process you followed to unlock the phone?

  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

We'll be happy to forward this to our NUC team for further investigation. I've sent you a private message with details on how to get in touch so we can escalate your query.

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2: Seeker

Totally sympathise - the chat line is a complete waste of time, just a load of platitudes and how are you today's ?? They are all incapable of helping with anything more complex than where is my local vodafone store, so don't expect any help there.

 

This forum is also met with vodafone police trying to stop (you) posting anything untoward, and what they won't admit is the existence of a strategy to stop you leaving vodafone - good luck, I'm going to take them to the small claims court as I'm losing money, being self employed, on a daily basis.

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2: Seeker

from moderator/collaborator more like - here's his example of another useless platitude "have you filled out the NUC form...?" - well of course he bloody has, how else did he get a code?? You know why they don't work, because they are not meant to

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2: Seeker

I am in the same situation my  contract ended in March I decided to leave Vodafone because of the ridiculous unexplained changes I was receiving each month. I have no been waiting 5 weeks for an nuc code everyone you speak to in the call centres tells you anything to get you off the phone full of false promises have roughly called 30times with this complaint. The email they give reply’s with an automated email and nobody actually gets back to you. Visited the store 5 times not and they are completely useless. I would avoid Vodafone at all costs and I will be seeks advice from the ombudsman as I’m getting no where with Vodafone. I own the phone I have paid for it and they think by making things awkward you will stay with them that’s the thanks you get for giving them money for 6 years!! 

 

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Moderator

I'm sorry there's been a delay in supplying your NUC @Faithmcdonnell. So I can help with this, please confirm if you've completed our NUC request form, when you submitted this and the make and model of the phone you're trying to unlock. 

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2: Seeker

Yes I’ve completed two and the advisors have also filled an additional one in and I’m still no further on as of yet 

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Moderator

I'm sorry to see that's the case @Faithmcdonnell . So I can help with getting your phone unlocked, please follow the details that I've sent to you via private message.

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