PUK code and NCK code

[JN-1234]

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.

[MI5 · Accepted solution]

@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.

[JN-1234]

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.

[MI5]

@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.

[Cleoriff]

@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?

[EmilieT]

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. 

[MI5]

@Cleoriff 

This is what I see using Chrome. 

[Cleoriff]

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

Thanks

[Cleoriff]

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

[MI5]

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