NUC

[Navraz]

I have been waiting for the unlock code for my iPhone 11 Pro Max for over 6 weeks,! Every time I contact live support they tell me it is still being processed whilst other agents tell me my request doesn’t exist even though I received verification e-mail. This poor customer service has been going on for so long and shows lack of business processes and duty of care towards customers. I asked to escalated but no contact was ever made. When a agent did call he promised 72 hrs but still no code . What is going on here? Seems to be a common practice with Vodafone and unacceptable and unethical selling and customer service worst experience ever why I’ve spend £100 per months for years and years to be treated so poorly !!!! Especially during these difficult times, will never use Vodafone again and will cancel as soon as ..

[BandOfBrothers]

Hi @Navraz 

Customer services should have advised that with an iPhone there is no Nuc sent but instead once Vodafone have accepted your request and confirmed via return email it's Apple then centrally unlock the iPhone and this is completed by you inserting an activated non Vodafone sim card. You should see a confirmation type pop up message confirmation message, when the unlock is successful. Keep doing this periodically until it's unlocked.

It can sometimes take Apple 30 days to complete the unlock process. Appreciate your past that point.

Please do try an alternative network sim card and if you can also hook upto iTunes to see if that helps. It's not however always necessary to hook up to iTunes.

[Navraz]

Thanks for the reply.

It still says unsupported SIM.

more time wasted erasing and restoring both phones.

The process is flawed for such a expensive service and product . Why can’t someone at Vodafone give me a straight answer and get this issue resolved .

The service delivery has been poor, escalation processes and SLA’s are not being met and the stream of information between Apple \ Vodafone should be more in line to help customers.

Funny, when taking thousands of peoples hard earned money it is ...

[BandOfBrothers]

You're very welcome @Navraz 

I wish you well with persevering with customer services and or the Vodafone Social Media Team's.

Altjough they are not customer facing they can also give you the email address for the Nuc Team. 

[AnnS]

deleted incorrect information.

[Navraz]

I got my phone in July 2020 and have cleared 6 bills 

[Tash]

If you haven't already @Navraz, please drop us a message on Twitter or Facebook and we'll be happy to take a closer look into your Network Unlock Code (NUC) request and help with unlocking your phone for you. By including your username and the link to your post, you won't need to write your query out to us again and we can escalate this to our Unlocking team directly on your behalf.

[Navraz]

Unfortunately they are sending me in a loop again and asking the same questions, surely there’s a call \ chat log of customer support enquires? I just want to know the status of my request and a real answer, every person is giving me different explanations and none make sense because truth is no ones know. The most unprofessional customer service I have ever experienced disappointed 😞 

[Mark]

I'm sorry this is taking longer than expected @Navraz, have you reached out to us via one of our social channels? If so, pop a link to this thread and your community ID in conversation and we'll be happy to get an update on this for you 😊