main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal

Unlocking

How to get Samsung master phone unlock code

SOLVED
View solved solution
mcmck
2: Seeker

Phone unlock code sent by Vodafone didn't work on Samsung Note 8. Vodafone say they asking Samsung for master code - that will take days and days !? I need my device to access banking app on the phone!!

How can I speed this up?

Thanks

View more options
1 ACCEPTED SOLUTION

Accepted Solutions
AnnS
17: Community Champion

Hi @Tash 

 

I am sure you mentioned that the process was going to be simplified and Vodafone were going to provide the master code at the same time as the NUC and now you are saying that the master code has to be provided by the manufacturer  and it may well take a further 10 working days.  I can't believe Samsung have numerous Master Codes.

 

Not sure of the reason for Vodafone making unlocking a Samsung phone difficult for customers.  The unlock code is of no use whatsoever without the master code.

View solution in original position

View more options
19 REPLIES 19
Tash
Moderator

Hi @mcmck, a code can take 10 working days if we're contacting the manufacturer for this.  While we'd be unable to speed this up, you should receive an email update once your code has been given to us by the manufacturer.

View more options
AnnS
17: Community Champion

Hi @Tash 

 

I am sure you mentioned that the process was going to be simplified and Vodafone were going to provide the master code at the same time as the NUC and now you are saying that the master code has to be provided by the manufacturer  and it may well take a further 10 working days.  I can't believe Samsung have numerous Master Codes.

 

Not sure of the reason for Vodafone making unlocking a Samsung phone difficult for customers.  The unlock code is of no use whatsoever without the master code.

View solution in original position

View more options
Tash
Moderator

Please be assured that this has been fed back previously @AnnS - I've been told this has been raised to our Unlocking team but I've also flagged this again to the dedicated department.

View more options
badgerbadger
3: Seeker

Same issue here - it is absolutely infuriating.

 

Every time we have spoken to online support, we've been told something different, including:

 

- You don't need an MCK code, only need the unlock code (they gave the same one to us twice, and obviously it didn't work)

- The unlock code will work if you wait 24 hours (kicking the can down the road, obviously didn't work)

- Vodafone can't give MCK codes, it's down to the phone manufacturer (I spoke to Samsung tech support and they denied this)

- Vodafone can't give MCK codes because it's a breach of GDPR (had this one yesterday, hilarious!)

- You can only unlock it at a store (I drove 35 miles to our nearest store and was told they can't do it there but it had to be done via technical support online)

- They could unlock it if we buy a new Vodafone SIM and use it for a month in the phone, minimum top-up £10 (nice try!)

- They can and would supply a MCK code within 2 - 24 hours (that was 5 days ago)

 

This has switched me right off Vodafone.  Everyone tells me something different.  I would be amazed if this wasn't a deliberate policy to stop people leaving the network which rings alarm bells.  Otherwise, why would they make it so hard (if not impossible) to get a code?  Shocking service.

 

It's against anti-competition laws and needs to be flagged.

 

View more options
Tash
Moderator

This isn't the experience that you should be having when requesting the Master Code @badgerbadger. Please be assured that we've fed back the process and are currently looking into ways this can be improved.

So that we can get your phone unlocked for you, please send our team a message over Facebook or Twitter. Please include your Community username and a link to your post - this will save you some time as you won't need to repeat what's happened.

Once we have your details and securely accessed your account, we'll be able to request for the Master Code from Samsung and will also be able to feedback the experience you've had when speaking to different advisers. This will allow us to ensure that our customers don't receive the same misinformation.

View more options
KazS
2: Seeker

@Tash wrote:

This isn't the experience that you should be having when requesting the Master Code @badgerbadger. Please be assured that we've fed back the process and are currently looking into ways this can be improved.

So that we can get your phone unlocked for you, please send our team a message over Facebook or Twitter. Please include your Community username and a link to your post - this will save you some time as you won't need to repeat what's happened.

Once we have your details and securely accessed your account, we'll be able to request for the Master Code from Samsung and will also be able to feedback the experience you've had when speaking to different advisers. This will allow us to ensure that our customers don't receive the same misinformation.


Hi,

I too am experiencing the same problem.

 

The latest response I have received is;

 

Thanks for getting in touch about unlocking your phone. Unfortunately, we can’t do this at the moment because your request has not met all of the required criteria.

 

All requests must have met the following criteria:

 

·       The device has been used on the Vodafone UK network

·       The device has been used with a Vodafone SIM for at least 30 days

·       The device is not blacklisted, or reported as lost/stolen

·       Pay Monthly customers have paid at least 3 months’ of bills, and the account has no outstanding balance

·       An NUC hasn’t been requested for the device more than 3 times in the last 12 months

 

I have been given 4 separate codes PUKs and NUCs which have all been unsuccessful. I followed your advice and asked for a master code but was advised that they or their manager had not heard of this.

 

Please can you help? 

Thanks in advance :Smiling:

View more options
Tash
Moderator

We can definitely help with getting your phone unlocked @KazS. As we'll need to access your account to help, please send our team a message over on Facebook or Twitter with your Community username. This means you then won't need to repeat yourself.

View more options
V_V
3: Seeker
3: Seeker

What happended in the end please?

Seems that Vodafone give customers the run around, and then at the end of it send them to facebook/twitter.

Did they provide you with the MCK Code that you requested?

View more options
KazS
2: Seeker

Hi,

Yes they emailed me the MCK (master code).

I input this first to unfreeze it followed by the NUC code and voila! 😁 

View more options
Mike_Lemon
2: Seeker

The fact is  ... 

I am responding here for future customers to know the facts about obtaining master codes for Samsung mobiles. 

I have it in writing just this week from Vodafone Customer Relations <directorsupport(at)care.vodafone.co.uk>  that the maximum lead time is in fact a pathetic 40 days !!!   If it goes over the 10 days they just add another 10 days then when that time limit expires, they add another 20 days.  Why do they mislead customers with false information and just "hope" the master code comes through within 10 days !!     

View more options
Mike_Lemon
2: Seeker

Hi Tash

Thanks for your input but this is incorrect.  I am a business customer and every 2 years request codes for phones.  I have it in writing relating to an escalated complaint regarding MCK's that infact it can take 40 days to get a code although my last experience it was even longer.   Why are Vodaphoney misleading customers?  They should request the MCK at the same time as the  NUC as it would better serve customers.   I am happy to provide all communications from the NUC team and the customers relations to support this.  

View more options
Jennawes
2: Seeker

Is there anyone who can help me with this? I am having the same problem with my Samsung galaxy note 8. Vodafone just don't seem to understand what I mean. The phone is asking for a Sim network PUK. I believe from reading other comments this means master code. The sim card works fine, it is not locked. Please help. I'm trying to give my daughter my old phone and she's so upset I can't get it working. 

 

Jenna 

View more options
MarkD
Moderator

Hi @Jennawes, is the phone asking for a SIM Network PUK when you're putting the non-Vodafone SIM Card into the Vodafone phone? If so, have you previously requested an NUC from our website here

View more options
Jennawes
2: Seeker

Hi there 

 

Yes i requested the code. I actually managed to speak to a specialist last night with Vodafone. He said he's only seen this twice in his career with Vodafone. I need a master reset xodw which he has requested do i just need to wait now.

 

View more options
MarkD
Moderator

Thanks for that information @Jennawes, it sounds like the correct process has been followed and hopefully the master code will be with you soon. Keep us posted how it goes 🙂

View more options
Natasham92
2: Seeker

Hi Tash,

 

I am having a similar problem. Please can you assist?

View more options
Beth
Moderator

@Natasham92 We'd be happy to get this chased with you. To get started, please pop our Social Media team a message here 

View more options
Softcell
2: Seeker

Unfortunately I had a similar string of incorrect and time wasting chat conversations with several advisors. They do not seem capable of dealing with answering the simple questions and providing guidance. I was told i need to contact my new SIM provider, Samsung the manufacturer of the phone and also providec with a contact email address for stolenphones, though my phone was not stolen. Poor customer service from this major service provider. 

View more options
Evie
Moderator

Hey there @Softcell, it's unfortunate to hear the experience you've had regarding your master unlock code. I'd like to turn this around for you today, if you are still having issues getting your phone unlocked please can you drop us a message on social media?

Make sure to include your make and model of device, IMEI number and any NUC codes you have been given before.

View more options