Vodafone NUC problems

Vodafone

Hi Elisabetta,

Thanks for coming back to me.

I've got your email and will get back to you as soon as possible.

Kind regards,

Lee

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Vodafone UK

ndmckay

I'm just following up on this forum because not only am I in the middle of a similar experience, but hopefully someone can help!

I got a new Xperia Z2 a few weeks back and requested the unlock code on the 19th of April. On the 21st I had an update from nucresolutions@help.vodafone.co.uk explaining that the code would have to be requested from the manufacturer, and this could take up to 10 days.

I'm relatively impatient to get this sorted, and have been in contact with Vodafone, either via Live Chat or phone almost daily over the last few days. That experience and the communication has been a joke. I've been told a different thing almost every different time... varying from 'the code has come back, just await an email', to 'please wait 3 more days'. All along, we're (as in myself and it seems others on this thread) also told that there is no way to contact the NUC Resolutions team directly.

Today's call to Vodafone was the real icing on the cake. The chap I spoke to said I should try both emailing the NUC Resolutions team directly, but that I should also phone Sony themselves. He also provided me a number. Now, Sony were charming, and clarified what I had actually suspected: You've been misinformed. Once the devices are with the mobile service providers, that's it. We provide no codes to them, and it's up to them to generate and maintain them.

Why am I not surprised. So what is actually going on? How is this living up to Vodafone's vaunted customer service claims? I've emailed the team as suggested as well, but right now I can't say I hold out hope for any kind of swift resolution.

Nick.

ioscorpio

Sometimes you can get NUC instore as they have them stored on their system. http://www.confused.com/mobile-phones/articles/blog-why-is-it-so-hard-to-get-mobile-phone-unlocked

"I'd bought a Huawei Ascend G300 smartphone on Vodafone from Sainsbury's in December 2012. A superb phone by the way. As expected it was locked to their network. I read, possibly on Martin Lewis's website, that if you take the original box into a vodafone shop that they can scan the barcode and the information displayed on the till screen includes the unlock code. I duly took the phone into their Harrogate shop and asked the guy to scan it and see if the unlock code came up. He scanned the barcode and asked if I had the phone with me which I did. He inserted a Vodafone SIM, turned the phone on and entered some information from the till screen. I couldn't see what it was, but he said 'that's it, it's unlocked'. Sure enough, when I got home the phone worked with Orange, 3 and Virgin SIM cards as well as Vodafone. Unfortunately, I wasn't able to try my O2 SIM card because it's expired due to not being used for several months. In the past I've always had to unlock phones myself or take them to the guy at the market. This is the first time I've heard of a mobile phone network shop unlocking one of their own handsets. Perhaps other users could try the same thing with their locked handsets of different makes and report their findings."

I tried it with my Vodafone Chat 655W, he scanned the box and imput the IMEI, but they did not have the code, the guy instore said to go through their website. I tried ringing CS but that also refers you back to the website. The phone is PAYG and is just over a year old, but I have 2 Vodafone contracts in my name, but was not sure which form to use on the website as I did not want to get charged £20 even though I had been told it would be free by the guy instore and via a Live Chat. Finally I got a free code from www.forum.shaarpmind.com

Vodafone

Hi ndmckay,

I’m sorry to see the problems you’re having.

If you'd like me to look into this, please email me with your details via the link in our profile here.

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me please quote the code WRT135 - MSE in the subject line.

Once sent you'll receive an automated reply with a reference number. Please update the thread with this and I'll check we’ve received it.

Thanks,

Jenny
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Vodafone UK

5670262

I find it amazing how when companies reach a certain size they feel that a complete disregard for customer satisfaction is the way to go.

I am a business customer who has felt the need to transfer all of our business away from Vodafone. one of our handsets however was network locked to Vodafone. so I went through the process of getting this unlocked by submitting the form along with all the relevant information required.

Long story short, I am now a month later and no further along getting the handset unlocked! Vodafone has a complete disregard for even their business customers... we have received several responses saying that either the IMEI or the account name or the number doesn't match their records, despite having all of the information checked and verified several times by customer service reps in store and over the phone.

Simple fact is that they do not WANT to unlock the handset, it is very petty and obviously an attempt to try and make those peoples lives who have moved their business away from them difficult.

DoaM

Ebay code?

Vodafone

Hi 5670262,

If you still need help with this, email me via the contact details provided in post 65 above.

Kind regards,

Lee

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Vodafone UK

robdudman

Vodafone,

I am a small business customer. One of our phones (iPhone5) has been on contract since May 2013. I am trying to get it unlocked through your NUC page and received a response that that IMEI was not recognised. The phone was sent by Vodafone Telephone Sales team and has never been replaced. Apple have advised that it has been locked by Vodafone.

I have tried to call customer services and am going around in circles. Can you please help?

Vodafone

Hi robdudman,

If you still need help with this, email me with your details via the link in our profile here.

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

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Vodafone UK

Zd1

Dear Vodafone,

I have had nothing but problems unlocking an s5 bought from you 4 months ago. The NUC given by you is not recognised and all email correspondence to the NUC team have useless as it hasn't got us anywhere. Can you please give me a code which will work and get this phone unlocked for me.