Unlocking a new SIM free Smart phone

[Heron_Lee]

I bought my mum a new SIM free smart mobile phone as her old phone is very old. When I tried to set it up for her unfortunately I was unable to complete the task as her old SIM card was not a nano SIM card so we had to order a new one. I was not going to be around when this was received so I showed her what to do and possibly I inserted the SIM card from my own phone to demonstrate how to do it. I think that this may have locked the phone and now she has the nano SIM card she is being asked for a SIM Network unlock PIN which I assume needs to come from me if the inserting of my SIM card locked the phone?  She has been talking to her own provider, Vodafone and Motorola none of whom seem able to help her.

[AnnS]

Hi @Heron_Lee 

The first question to ask is where you purchased the device?  Unfortunately, SIM free does not mean the phone came unlocked.

If the phone was purchased from Vodafone and locked to Vodafone you can get the phone unlocked to enable an alternative network SIM to be used on this link Unlock your phone 

[BandOfBrothers]

Hi @Heron_Lee 

May I ask where you purchased the phone from ?

Which Motorola model is it ?

If you know someone who is also tech savvy please let them have hands on with the phone to take a look.

I assume the new nano sim that was obtained is fully activated  ?

I'm not convinced this has anything to do with you inserting your own sim card as this should not lock a phone. It used to do several years ago with iPhone's supplied by Carphone Warehouse.

The other type of lock is a sim pin which is a security feature that has a 4 digit pin to stop someone inserting someone else's sim in a phone to use it without authorisation.

🌈 Stay Safe & Stay Alert.  🌈 

[Anonymous]

Hi @Heron_Lee I'm sorry to hear you're having difficulties with your mum's new phone. As @AnnS  and @BandOfBrothers  have suggested, it would be helpful if you could advise which Motorola handset you've got, and where you purchased this from. If your mum uses Facebook or Twitter, I'd recommend that she contact our Social Media team here. They will able to look into this in a little more detail with her.