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Unlocking

Unlocking your phone (NUC)

Donein
4: Newbie

As an old hand at dealing with vodafone, may I suggest you use the chat facility and ask to make a complaint about failure to provide information in a timely manner and to get a call back about it. Use the chat facility and click the little envelope icon toward the top left of page, so you can get a copy of transcript emailed to you. They will not suggest this to you. The records they keep on your account, are so poor, they will bear no relation to what has been discussed and it will take a SAR request to retrieve them at a later stage, should you need them.

Please allow plenty if time for this, I've yet to have a chat in less than an hour and usually it's much longer. 

They should offer a complaints call back within 3 days. They will do something then,  as unresolved complaints can be reported to cisas (they are vodafones ofcom)

Not the reply you wanted but hopefully it will nudge someone to assist you before you escalate. Good luck.

 

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SpongeDogg
3: Seeker

Thanks @donein I'm not holding out much hope. You ask nicely in the official thread and hear nothing, it's only when you go full gas do you get any attention, it seems.
I'm thankful I'm not with them tbh. Someone gave me a 'locked to them' iPhone for my son and we just want to be free. Not that happy with Apple either but the boy can't see past 'It's an iPhone'

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SpongeDogg
3: Seeker

I got a little engagement on Direct Messages on Twitter, lots of I'd be happy to get this looked into.. and then silence. I appreciate there is nothing in it for Team Vodafone to unlock a blinking phone but there are wasting their own money by having to answer my queries on all different platforms. Just unlock the bloody phone. I've used the official form, I've waited now 13 working days, they have my IMEI number, it is locked to Vodafone, only they can unlock it from Apple's sodding servers for reasons I do not understand. JUST UNLOCK THE PHONE AND I'LL BE OUT OF HERE.

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Evie
Moderator

Thank you for dropping the team a message @SpongeDogg. Are you still awaiting a response? 

If you are, could you pop over the Twitter handle you have used to message us and I'll make sure it gets picked up 😊 

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SpongeDogg
3: Seeker

Thanks Evie, it's fattybacon

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SpongeDogg
3: Seeker

A week later on Twitter, we are still no closer to a resolution.

 

To recap: We've been going round in circles on Twitter for over a week now. It's costing Vodafone time and money to service these questions, it would be much simpler if you just unlocked the phone and we all can get on with our lives. I've responded to every requirement you have had to identify and verify the account. 've even asked my ex-wife to find out the original owner's date of birth, which I got even though the NUC form doesn't even require it. I do not understand why this cannot be sorted out.

 

Please forward me details of how to initiate the complaint or issue escalation process because I have had enough.

 

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MarkD
Moderator

Thanks for your username and getting back to us @SpongeDogg, we'll make sure that this gets picked up over our Twitter channel. 

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SpongeDogg
3: Seeker

Thanks @MarkD it's spurred them into action. They are now suggesting investing in a pay-as-you go sim... which in hindsight I should have done back at the start of September. I just had high hopes as you actually had a web form to fill in to request a NUC.

Does the sim just need to be active in the phone or do I have to top it up with money and use it?

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MarkD
Moderator

Thanks for the update @SpongeDogg, the Pay as you Go SIM Card would need to be used on the network and this would need to be for 30 days. You can find how to order one here and you can check information on getting the device unlocked form Pay as you Go here

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kellenny
2: Seeker

I need my unlock code, have filled in the form correctly and even chatted online on Sunday. I was promised I would have the code within 48 hours. The adviser said they would personally ensure I would get it. it’s been more than 10 days since my original request. The only emails I have are emails saying there is a problem with my unlock request but that you will email me the code within 10 days. I still don’t have it. I absolutely do not want to have to pay for another month with you and I need the code now before the next payment is due or I’m left without a useable phone. I’m out of contract and getting very frustrated that I can’t leave Vodafone. Please help. 

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kellenny
2: Seeker

Also to add to the above. My phone is an iPhone 7 purchased from Vodafone. I have given the correct IMEI. I believe the issue is to do with Vodafone messing up my account years ago when I got married. I sent my marriage certificate at the time and instead of changing my name Vodafone somehow messed up and I ended up with 2 accounts. After many frustrating phone calls I eventually managed to get Vodafone to close one of the accounts, but it’s left now that the account name is still in my maiden name but the telephone number is linked to my married name. I’ve tried using both names on the unlock request form. 

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dbavers
2: Seeker

I applied for a NUC code on the 22nd of September and after three live chats and speaking to a supervisor I am no closer to getting my NUC code, please can someone help I have been on a new contract for 2 weeks and cannot use it. I am going away and need to unlock my phone. 

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Rampage
2: Seeker

I have an iPhone and requested an unlock on 22/09 but not heard back since. 

not sure why its taking so long. Past experience unlocks happened next day. This time its taking much longer. Been on twitter, messenger and get the same story to wait 72 hours for a response. Nothing as of yet. 

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Mark
Moderator

Hi @kellenny & @Rampage When unlocking an iPhone, you don't receive a code in the same way you would for an Android device. Your phone is unlocked via an update to your iTunes account directly from Apple. Once you've received and email confirming your phone's been unlocked, pop a non-Vodafone SIM in and resync your phone with your iTunes account. once this has been completed. On the models you both have connecting to a PC or laptop shouldn't be required for this process, but is advisable.

If you're still struggling to connect after trying this, pop us a messages through one of our Social Channels and we'll be happy to take a closer look 🔎

If you're also using an iPhone @dbavers, follow the steps above, if not pop us a message through Facebook or Twitter and we'll be happy to help get your phone unlocked 

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N17hdd
3: Seeker

And when that doesn't work and you keep customers like me waiting for months to have my phone which I've paid off to work??

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adamboll
2: Seeker

Hi,  I got my unlock code the other day, but despite checking my IMEI number and that I was entering the unlock code correctly, it still says "Could not unlock network". Do I need another one ? Or why would a correctly entered code not work ?

 

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Jack
Moderator

That does sound odd @adamboll. We may need to escalate this to our NUC team. I'd recommend reaching out to our Social Media team here, they'll be able to get this escalated for you. 

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nmlima
2: Seeker

Hi all,

 

I could not find my original post (it was a long time ago), but I just wanted to share my experience with trying to get my phone unlocked. A phone that I received from Vodafone on a monthly contract basis.

 

I've requested a NUC for a Sony Xperia XZ1 that I had from Vodafone. I've engaged at different times since the first code that was sent did not work. After several other codes, I still had my phone locked to the network.
After over a year, I've reached out to Vodafone (again) asking for help in solving this issue. Yesterday, I was told to check two more codes, which didn't work, nor the one from this morning! I investigated this by myself and I quickly found out that my phone is now hard locked. I've informed the same person (that was trying to solve this on Facebook messenger) and lo and behold! - someone else showed up (Arthur) saying that this is no longer under Vodafone responsibility: He told me that I have to send my phone to Sony and only after it has been recovered, I STILL would need to go back to Vodafone in order for them to give me another code! Seems like a never-ending story here, having the same end-result -> me without a phone!

 

I believe this is worth sharing in case you end up with the same problem!

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Turbobanana
2: Seeker

Hi Vodafone

I'm an old customer, and I mean old: last time I had an account with you was around 20 years ago I think! Anyway, I was clearing the loft and found something rather fun: my old Ericsson T28s from the late 90s / early 2000s! I was astounded to find I could still get a replacement battery from eBay and even more astounded to find it still worked. I thought this might be a fun project.

Unfortunately, although I believe at that time I was a Vodafone customer, there was no SIM in it so I ordered a PAYG SIM from, ahem, another provider in the hope that I could use the phone as an emergency / backup / bit of fun phone (unfortunately I couldn't find a Vodafone SIM that allowed me to do what I want with the phone).

Obviously the phone is locked - is there any way I can unlock it with a code please, or any other method? I'm afraid I don't have the phone number any more but I do have the IMEI.

Thanks in advance

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SpongeDogg
3: Seeker

They will unlock it but you need to get a Vodafone sim, you get them free from the voda website. Pop it in your phone. Get connected and wait 30 days, then do the NUC request.

 

DO NOT BOTHER with making any progress here. Nothing will happen, you will go round in circles. I wasted a month between here and the Twitter team.

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