topic Re: Samsung Galaxy S6 permanent network lock in Android

Samsung Galaxy S6 permanent network lock

Anonymous — Thu, 14 Jan 2016 18:42:29 GMT

Hi,
Newbie seeking some advice. Recently bought a Samsung Galaxy S6 but had to return the original one due to a fault. When I sought an unlock code for the new device I was sent the unlock code for the original device by customer service. I entered it thrice without realising the error which led to the phone becoming permanently locked to O2. I have since received the right unlock code but keep getting 'nerwork unlock unsuccessful' error on using it. Have been it touch with Customer Services who have not been very helpful (quite rude and aggressive in fact) and have told me there is little they can do. I travel frequently and have to unlock the phone for use abroad. Although I have lodged a complaint with O2, I doubt it's going to get me anywhere so I was wondering if experienced members are aware of any fixes for the problem? Is there any point in approaching Samsung directly or perhaps an unlocking service on Ebay etc?

Thanks in advance

Kris

Re: Samsung Galaxy S6 permanent network lock

Anonymous — Thu, 14 Jan 2016 18:51:54 GMT

Contact Samsung

Re: Samsung Galaxy S6 permanent network lock

MI5 — Thu, 14 Jan 2016 18:55:51 GMT

How did you apply for the unlock code originally?

Re: Samsung Galaxy S6 permanent network lock

viridis — Thu, 14 Jan 2016 19:15:18 GMT

My guess is through my o2 whilst the old imei was showing as the active device

Re: Samsung Galaxy S6 permanent network lock

Anonymous — Thu, 14 Jan 2016 19:15:24 GMT

Yes and received one the following day-however the email disappeared from my inbox due to a Gmail glitch before I could use it.When I subsequently contacted customer services, I was sent the unlock code for the device I had originally returned. I did receive the correct unlock code later on but it wouldn't work as I had entered the wrong one three times. Interestingly the email containing the wrong unlock code did not contain the warning about the phone getting locked after 3 incorrect entries and although O2 accept that I was sent the wrong code,they maintain that I should have been aware of the 3 entry rule from the email that I received in relation to the faulty device several weeks ago. I have pointed out to them that I was acting on advice contained in the latest email from them but o2 are not having any of it.

Re: Samsung Galaxy S6 permanent network lock

viridis — Thu, 14 Jan 2016 19:16:50 GMT

How long have you had the phone?

Re: Samsung Galaxy S6 permanent network lock

MI5 — Thu, 14 Jan 2016 19:19:58 GMT

Did the process, at any time, quote you, reference or ask you to check the IMEI number of your phone?

Re: Samsung Galaxy S6 permanent network lock

Anonymous — Thu, 14 Jan 2016 19:21:10 GMT

I'm outside the 14 day cooling off period if that's what you mean😐

Re: Samsung Galaxy S6 permanent network lock

viridis — Thu, 14 Jan 2016 19:24:32 GMT

It does @MI5
The new method will show you device name and imei and asks you to confirm before clicking submit.
However, I think the op lost the email with the correct code, and then rang cs and they have him the incorrect code based on old imei, over the phone?

Re: Samsung Galaxy S6 permanent network lock

Anonymous — Thu, 14 Jan 2016 19:22:54 GMT

No.. at no stage of the process do you receive warnings about number of entries left, advice to check IMEI etc

Re: Samsung Galaxy S6 permanent network lock

Anonymous — Thu, 14 Jan 2016 19:25:51 GMT

@viridis this must have been the old method since there was no such warning. I requested the code over live chat and thankfully saved the transcript which clearly establishes that I was sent the wrong code

Re: Samsung Galaxy S6 permanent network lock

viridis — Thu, 14 Jan 2016 19:29:32 GMT

@Anonymous wrote:
@viridis this must have been the old method since there was no such warning. I requested the code over live chat and thankfully saved the transcript which clearly establishes that I was sent the wrong code

How did you originally apply for the unlock. ..?

How did you apply secondly?

Re: Samsung Galaxy S6 permanent network lock

Anonymous — Thu, 14 Jan 2016 19:30:43 GMT

@viridis applied through live chat on both occasions..

Re: Samsung Galaxy S6 permanent network lock

MI5 — Thu, 14 Jan 2016 19:32:46 GMT

Did your email not look like this?

Re: Samsung Galaxy S6 permanent network lock

viridis — Thu, 14 Jan 2016 19:33:47 GMT

And on both occasions you have your current imei, obtained from where?

Re: Samsung Galaxy S6 permanent network lock

viridis — Thu, 14 Jan 2016 19:35:35 GMT

My emails for unlock codes match yours @MI5, latest one from 2 weeks ago

Re: Samsung Galaxy S6 permanent network lock

viridis — Thu, 14 Jan 2016 19:36:32 GMT

Re: Samsung Galaxy S6 permanent network lock

Anonymous — Thu, 14 Jan 2016 19:37:45 GMT

@Anonymous It did and if I had been attentive enough I would have noticed that the IMEI didn't match the device. However, the email sent on my request did not contain the warning about the 3 entry thing although it looked exactly the same in all othet respects (received from mycare etc). The (very aggressive) customer agent I spoke to today suggested that it might have been cut and pasted from the old email leaving the warning bit out.But his view was that I should have known about the risks anyway from the unlock instructions for my original (faulty) device

Re: Samsung Galaxy S6 permanent network lock

MI5 — Thu, 14 Jan 2016 19:37:50 GMT

That's what I thought, so unfortunately it appears the responsibility is with the customer to check the details are correct before preceding 😞

Re: Samsung Galaxy S6 permanent network lock

MI5 — Thu, 14 Jan 2016 19:40:19 GMT

I'd still press the complaints route though in the hope they did something for me.