Enter SIM network PUK: neither unlatching or PUK code worked

[Anonymous]

Hi

I have a Samsung J3 (v2017 I think) which has been fully paid via monthly plan. I now would like to give the handset to my daughter who lives abroad and as such the phone needs to be 'unlatched'.

To check if the phone was 'locked' to O2, I put my partner SIM therein and got prompt for a code, which I now know is the 'unlatching code'.

I subsequently got it from 'My O2' but having tried to guess it prior, when I put my partners SIM in, the message is now "SIM network PIN blocked: Enter SIM network PUK". The automated PUK finder at https://www.o2.co.uk/puk/landing gave me an 8-digit code but I try it, it does not seem to work and neither does the unlatching code.

Any idea or suggestion would be very much welcomed.

[Cleoriff]

@Anonymous 

I will mention our managers here and see if they can help.

@Marjo @Martin-O2 ?

[jonsie]

It sounds like it's hardlocked now and hopefully admin can help you with the correct code.

[Anonymous]

Thank you so much Cleoriff 🙂

[Martin-O2]

Thanks for the tag @Cleoriff 

@Anonymous I can pick this up and get someone to request the right unlock code from Samsung for you. I'll need some additional info so I'll send you a private message. 

[Anonymous]

Sure. Thank you for your assistance

[Sam11]

Can someone help me unlock my samsung s8 please? The unlatching code does not work. I think it's been entered more than 3 times

[MI5]

stick to one thread @Sam11 and wait for admin to contact you.

[Sam11]

Ok thank you. Never used this service before

[MI5]

They should be in contact tomorrow sometime.