Sim network PIN blocked. enter SIM network PUK

[Iotimcuc]

@Martin-O2 & O2Community hello, 

I've been struggling to use a Virgin Mobile SIM on a Samsung S8 device, which is on an O2 contract. I've seen online that others have had similar issues, and I've been liaising between O2 and VM.

I have the message "SIM network blocked. Enter SIM network PUK."

I've tried all sorts of unlatching codes (from O2) and PUK codes (from VM) but it keeps saying unsuccessful. This has been going on for 2 weeks now. I 'fried' one VM SIM card already. Today I was told that it was VM from O2,  but then VM asked me to use the SIM on a spare phone and it worked. So, it is an issue with the Samsung S8 being blocked by O2 as far as I understood.

Please can anyone help? 

Many thanks,

G

[MI5]

@Iotimcuc 

You need a master unlock code as your phone is now hardlocked.

@Martin-O2 @Breanna or @RafaC can help you.

[Iotimcuc]

Thank you!

@Martin-O2 @Breanna or @RafaC any help greatly appreciated!

[Breanna]

Hi @MI5. Thanks for flagging us 🚩

@Iotimcuc I'll send you a PM. 

[O2Emma]

Hi @Iotimcuc @Breanna has asked me to look into this for you I will send you a private message.

[Nah]

Have received the unlatching code twice from O2 and it has not worked each time.

Do I also need a master unlock code?

Thanks

Yours going round in circles

[Nah]

@Breanna

@MI5

You seem to be the experts on this - any help greatly appreciated as neither O2 shops nor virgin phonelines proving helpfull.  Just fob me off onto the other, suggest solutions that then take several hours to see though, and then fail!

[MI5]

@Nah 

@Breanna will need to contact Samsung on your behalf.

She will message you for more details tomorrow.

[Breanna]

Thanks @MI5 

@Nah I'll send over a message now to get some details.