topic Re: PUK code and NCK code in Android

PUK code and NCK code

JN-1234 — Sat, 02 Mar 2019 20:02:42 GMT

Hi,

Previously, I had a phone contract with O2 for my Samsung S7. Once the contract had ended I had taken up a new SIM contract with Virgin. O2 had sent me the NCK code (unlatching code) when I contacted them but it does not work after 2 attempts. I had contacted O2's customer services, who had asked me to enter it the 3rd time and the phone is now locked and is asking for a PUK code. O2's customer services teams do not know what to do and I had called them countless time. My phone is still locked after 4 months and I am still unable to use it to make any calls. I am very frustrated. I had used the method suggested in the forum to use a Pay as GO sim card to obtain the PUK code. In order to enter the PUK code into my phone, I had to insert the Virgin sim card in order to bring up the application that asked me to enter the PUK code but it does not work.

Question, may I know under which application in my phone that I could assess the area that I could enter the PUK code when an O2 sim card is in to unfreeze my phone. And than I could enter the NCK when the Virgin simcard is in it. For technically my phone is not locked with an O2 sim card but only locked when a virgin sim card is in it. Please advise.

Re: PUK code and NCK code

MI5 — Sat, 02 Mar 2019 20:07:36 GMT

@JN-1234 unfortunately the phone is now hard locked to O2.

You may be able to find a market stall or phone repair shop who can unlock it but if not, I suggest you ask O2 to replace the phone for you.

Re: PUK code and NCK code

JN-1234 — Mon, 04 Mar 2019 00:51:12 GMT

Hi,

I had read from the forum that I could use a “Pay as You Go” SIM card to perform the trick of obtaining a PUK code (unfreeze code) to unlock my phone so that I could enter the NCK code (unlatching code) so that I could unlock the phone for other network (eg from to O2 to Vrigin).

Please correct me if I am wrong. I am right to say that the need for PUK Code is when I had entered wrongly too many times my own password hence the phone is lock or freeze. May I know in this case must I cause my phone to lock while using O2’s “Pay as You Go” SIM card in order to have access to the area to enter the PUK code? Please advise.

Re: PUK code and NCK code

MI5 — Mon, 04 Mar 2019 06:24:33 GMT

@JN-1234 you can get your puk here https://www.o2.co.uk/help/phones-sims-and-devices/unblock-your-phone but it won't unblock your phone.

It's only for unblocking the SIM card.

Re: PUK code and NCK code

Cleoriff — Mon, 04 Mar 2019 08:09:30 GMT

@MI5

Using that link you posted, I get this (on PC using FF)

Now, whilst it's great to see the OLD community header, it gives no info on unblocking?

Re: PUK code and NCK code

EmilieT — Mon, 04 Mar 2019 08:17:42 GMT

Good morning @JN-1234 , and sorry to hear you've had some difficulties getting this phone unlocked. I'd like to get someone on my end to look into it in case there's anything we can do, so I'll send you a Private Message on the forum now to get a few more details first.

Re: PUK code and NCK code

MI5 — Mon, 04 Mar 2019 08:28:38 GMT

@Cleoriff

This is what I see using Chrome.

Re: PUK code and NCK code

Cleoriff — Mon, 04 Mar 2019 08:33:55 GMT

And on mobile I see. I'll try Chrome on both PC and my phone...

Thanks

Re: PUK code and NCK code

Cleoriff — Mon, 04 Mar 2019 08:39:32 GMT

On CHROME on PC... Obviously FF is the problem then.

Re: PUK code and NCK code

MI5 — Mon, 04 Mar 2019 08:51:30 GMT

I guess another thing not checked by Lithium is compatibility issues between browsers!

Re: PUK code and NCK code

JN-1234 — Tue, 05 Mar 2019 21:39:55 GMT

Hi Emillie,

I did not receive your private message. Please could you contact me via personal my email to resolve the issue?

Thanks

Regards

Re: PUK code and NCK code

EmilieT — Wed, 06 Mar 2019 08:46:32 GMT

I'm sorry to hear you didn't get my Message @JN-1234

Unfortunately I can only contact you on the forum directly, and not via your personal email address. I've resent you a Message and in order to read it and reply to it simply click on Messages as shown below, on the top right section of the page:

Looking forward to hear from you

Re: PUK code and NCK code

JN-1234 — Wed, 13 Mar 2019 14:13:43 GMT

Dear All,

Just to let all of you know that my issue is now resolved. Emilie had kindly chased up her Executive Relations team to provide a solution for me. They had given me a refurbished S9 phone as a replacement as my own can't be unfrozen and unlocked. The new phone is now working. Hence, I am now happy with the solution after more than 4 months of torment and agonies. Lots of phone calls to O2, Virgin, Samsung, gone down to Samsung's shop and also a complaint letter to O2's complaint review services. Hitting brick walls wherever I turned to.

Therefore, I would like to say a big THANK YOU to Emilie who had helped tremendously in resolving the whole issue or else nothing moves without her help. She is a STAR

Thanks a million, Emilie.

Best Regards

Joanne

Re: PUK code and NCK code

MI5 — Wed, 13 Mar 2019 14:37:33 GMT

Good news and as I suggested in my first response to you.

Re: PUK code and NCK code

JN-1234 — Wed, 13 Mar 2019 17:13:17 GMT

Yes, I know MI5. Thanks for the solution. But the problem that I had was that I was unable to speak to anyone who is in authority who could really help me. I could only get through to the Customer Services team who were hopeless. I had requested to speak to their manager many times. But either the manager refuses to speak to me and /or the customer service individual refuses to put me through to her. I could hear her telling the customer service individual who was serving me to ask me to just wait for the NCK code and everything will be resolved. Which I had informed them many times (as the same code was being sent to me many times) that it does not work. They just refused to listen. That was my frustration and torment. I was at my wits' end until my husband spotted the "O2 Community" forum when I told him about other mobile network providers' forums on PUK and NCK codes that I had found.

Therefore without Emilie's help, nothing moves. And that the reason that I have to say a big "Thank you" to her.

Re: PUK code and NCK code

MI5 — Wed, 13 Mar 2019 17:16:15 GMT

We understand your frustrations with the Muppets, believe me