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Unlocking

Master code

2: Seeker

Hi there can you please provide a link to where you got your msk code?

 

I'm having the same issue and I'm at the end of my tether, when my 3 contracts are up its goodbye Vodafone. 

 

Absolutely shambolic!!

 

Thank you in advance. 

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Moderator
Moderator

It's disappointing to hear you're having problems getting your phone unlocked @Mr_V786

So one of our team can take a closer look into this for you and escalate this to our NUC team, please get in touch via Facebook at Vodafone UK, or contact us on Twitter using the handle @VodafoneUK

Please also provide a link to this thread, along with your username; this will save time and we’ll be able to help you quicker.

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2: Seeker

Who do I need to contatc ib Vodafone to get the MSK / Master / Unfreeze code, I have tried the PUK codes I took it to a phone dealer and everything on the commucity says I need t get it from vodafone or pay for it and after the amount I have already paid for the phone I should have this information available to me but I don't know how or who to ask for it.

 

Please advise

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17: Community Champion

Customer service on 191 or Live Chat or the Vodafone Social Media Teams via Vodafone Facebook and Vodafone Twitter can help with the mastercode also known as an unfreeze code.

 

The team here are unable to help with account based enquiries.

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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3: Seeker

Hi,

I have been trying to unlock my SAMSUNG GALAXY S8+ phone to use it with another network for three weeks.

I have recevied the NUC but it does not work because, by mistake, I input it incorrectly a few times (I initially confused the NUC with the PUK code and input the latter) and my S8+ is now frozen.

I raised my query over with the Vodafone Support Team more than three weeks ago and immeditely clarified that I needed a Master Code or MCK to defreeze the phone and eventually be able to input the NUC I have.

The issue was escalated to the NUC Resolutions Team that, in turn, never replied. I also personally wrote to the NUC Resolutions Team but, again, no replies whatsoever.

I also contacted Samsung and they confirmed that only Vodafone can provide me with the Master Code to defreeze my Galaxy S8+.

I keep contacting the Vodafone Support but they do not seem to know what I am talking about. The NUC Resolutions Team keeps ignoring any request about the Master Code.

After weeks keep waiting, I now desperately need to be able to use my Samsung Galaxy S8+ and I would appreciate any help on this matter.

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Moderator

We're committed to resolving this @fdetomasi! So our team can help, please send us a message on Twitter @VodafoneUK or Facebook.

By including your Community username and the link to your post in your message, we can help quickly and you won't need to explain yourself again.

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3: Seeker

Yesterday, 53 days after raising my first request about the Master Code, I finally received it.

 

Sadly, I have had to experience hours over the phone with people that did not know, or did not understand, what I was talking about. Every time I had to start explaining my issue all over again; every time I was bounced between various Support Teams and supervisors. I was asked to send emails that were attended several days later, I have waited weeks for return calls that never materialised.

The nightmare has ended and my phone is now unlocked. After 7 weeks I can finally use it again but it has been a terrible experience that makes me think about the level of service currently provided by big telephone operators.

 

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4: Newbie

I am on the 5th week of waiting for a Mastercode unlock code. It is just crazy. How can it take so long. 

 

I have written complaint online and on paper, have a customer relations number but still not winning. Nice to read yours for some light at the end of the tunnel

 

..

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4: Newbie

Have you received any compensation or apology?

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2: Seeker

Hi,

 

i have the same issue with my Samsung Galaxy S10+. Please help me

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Moderator
Moderator

Hey @rvc12 - we'll be happy to help get your phone unlocked. 

So one of our team can take a closer look into this for you, please get in touch via Facebook, or contact us on Twitter. You can find more information on doing this here.

Please also provide a link to this thread, along with your username; so you won't have to explain yourself again. 

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2: Seeker

Hi

 

I have the same issue with my S10+, could you please help me out?? it's been 2 months I've been trying to unlock my phone but nobody in Vodafone helps me and they gave me the runaround!!!

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4: Newbie

I have been going through this since 22nd Aug. I have just written a last letter which is a "letter before action" before I go to Small claims Court.

Vodafone have breached their contract and don't seem to care. :-(

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Moderator
Moderator

We'll need to access your accounts, so we can pass your details onto our NUC team and get your Master Unlock codes sent to you @raminahmadi and @KateB

Please contact our team via Facebook, or get in touch on Twitter. You can find more information on doing this here

Please also provide a link to this thread, along with your username; this will save time and we’ll be able to help you quicker.

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4: Newbie

Been there done that numerous times online complaint, letter complaint, Facebook complaint, Twitter complaint, phone calls, the list goes on. I have added a link to this conversation on my Facebook communications, gets me nowhere. 

 

Still no mastercode. Still locked handset 9 weeks later.

 

As previously stated Vodafone have breached their contract with me. 

Small Claims Court here I come.

 

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2: Seeker

Hi TJ,

 

What are alternative ways of resolving this for older customers (like me) that don't have Twitter or Facebook accounts?

 

My phone has been hard locked for 3 weeks, it needs a 'Master' or 'Unfreeze' code. This was confirmed by your chat representative Sonu, 7 days ago. He said that he would escalate the issue and I would receive this code within 24-48 hours. I am still waiting,

This is the third time in as many weeks that a chat rep has given me assurances which turned out to be false, on matters regarding billing, my phone or my account, 

 

Please tell me what I can possibly do to get the assistance I deserve as a loyal customer of 9 years.

 

Live Chat is not giving me any results, only false assurances. I cannot call 191 because my phone is hard locked. I cannot use MyVodafone app because my contract has ended, 

I've already been pushed into setting up a Vodafone Community account just to get through to someone. I'm not setting up Twitter or Facebook accounts (for the first time in my life) just to get the help I deserve!

 

Please, I'm tired and I just want this to be resolved.

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4: Newbie

Have you filled out a complaint on the Vodafone website, hopefully you still have account number as you will need that.

 

From my online complaint and then three letters that I wrote I ended up with a Vodafone customer relations person who phoned me at regular intervals to assure me. 

 

In my experience,  you have to keep pushing and keep waiting. It seems there us a terrible backlog, so many people seem to have the same same problem. 

 

I finally had a successful phone call with a Master Unlock Code from Vodafone 2months to the day from being disconnected. 

It is very frustrating,  and they will owe you compensation.  But persevere it will get there.

Ps, dont bother with Facebook or Twitter. I didnt get any joy from either channels.. just another method for them to fob you off.

 

 

 

 

 

 

 

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2: Seeker

Thank you, KateB. This is the most clear and coherent advice I've received on this topic in 3 weeks... You know that a company needs to urgently improve its post-sales care when customers are reliant on other customers for support.

 

I will begin escalating this to the complaints team tomorrow following your lead.

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Moderator
Moderator

Thanks for getting in touch @Hannah1251 - I'm really sorry to hear you phones hard locked and apologise for the amount of time it's taking to get things resolved.

As advised above, you can raise a complaint with us via or escalation form here. Best of luck getting everything back up and running again soon. 

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