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PUK code problems

Anonymous
Not applicable

I have inherited my daughter's Samsung Galaxy S6 edge which is locked to Vodafone.  Vodafone have provided a NUC code and procedure for unlocking the phone.  I have entered this code as per instructions.  When I then insert my O2 PAYG SIM the phone asks for a SIM Network PUK code.  I entered this code (from my O2 device details) but the operation fails.  I have been to the local O2 store to see their GURUS (twice), talked with O2 Customer Service, been to Vodafone shop, talked with Vodafone support and am going round in circles as no one seems to be able to help me past this fail point to get my new phone working on O2 PAYG.  Vodafone say it is an O2 issue.  O2 say different things according to who is giving you information.  Can anyone help?

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Anonymous
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Hi all,

 

Thanks for the replies but it turns out that it is not an O2 SIM issue although the phone was asking for a "SIM Network PUK" to be entered.  The O2 SIM cannot be locked because it works fine in other phones. Further investigation seems to indicate that the phone was "frozen" when an incorrect NUC code was entered more than three times.owing to an error and what it really wants is an "Unfreeze" code.  This is now something my daughter will take up with Vodafone or Samsung.

 

What is surprising is the number of other people who are reporting this problem when trying to unlock a Vodafone Samsung Galaxy S6 yet the Customer Service community seem to know little about it.

 

I hope to be back on O2 soon with my "new" phone.

 

Thanks again

GSL

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MI5
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Try a sim swap in your local o2 shop first as this will remove the need for a PUK on the o2 sim.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Cleoriff
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Hi @Anonymous the difference between a PUK and PAC are often confused. PUK is unblocking as shown here

https://www.o2.co.uk/help/phones-sims-and-devices/unblock-your-phone

A PAC code is here https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/How-to-get-your-PAC-2017-Update/ba-p/1052278

 

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Martin-O2
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How are you getting on with this @Anonymous have you got the phone up and running yet? 

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Anonymous
Not applicable

Hi all,

 

Thanks for the replies but it turns out that it is not an O2 SIM issue although the phone was asking for a "SIM Network PUK" to be entered.  The O2 SIM cannot be locked because it works fine in other phones. Further investigation seems to indicate that the phone was "frozen" when an incorrect NUC code was entered more than three times.owing to an error and what it really wants is an "Unfreeze" code.  This is now something my daughter will take up with Vodafone or Samsung.

 

What is surprising is the number of other people who are reporting this problem when trying to unlock a Vodafone Samsung Galaxy S6 yet the Customer Service community seem to know little about it.

 

I hope to be back on O2 soon with my "new" phone.

 

Thanks again

GSL

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MI5
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Good luck slight_smile
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Cleoriff
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Hope it all gets sorted eventually @Anonymous wink

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Martin-O2
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Keep us updated @Anonymous and let us know if you have any further questions! 

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? login to My O2 for help


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