Vodafone gave me the wrong unlock code !!

ianonline

I asked Vodafone for the unlock code for a Sharp GX17 and they have emailed me back with a code and instructions of what I need to do to unlock the phone. I followed the instructions to the letter and entered the code very carefully, only to be presented with the message "invalid code". :mad:

I emailed them back and got a reply saying to take the phone to one of their stores along with the code and instructions they have given me. Presumably they will only do what I have done, and I've already used up two attempts so I'm concerned that the phone will become permanently locked after a third failed attempt.

Is anyone "in the know" able to provide an insight into how these unlock codes work and where problems generally arise. Are the codes pre-determined at the factory or are they generated from the IMEI? Is it likely that Vodafone have simply given me the code for a different phone (ie different IMEI) - if so, why would they refer me to one of their stores? Surely it should be easy for them to check whether they have made a mistake - I even made a point of re-confirming my IMEI but they seem to want to simply "pass the buck". :wall:

I guess I'll just have to see what they say at the Vodafone store - unless anyone has any suggestions.

Ian :cool:

gaming_guy

ianonline wrote: »

Is anyone "in the know" able to provide an insight into how these unlock codes work and where problems generally arise. Are the codes pre-determined at the factory or are they generated from the IMEI? Is it likely that Vodafone have simply given me the code for a different phone (ie different IMEI) - if so, why would they refer me to one of their stores? Surely it should be easy for them to check whether they have made a mistake - I even made a point of re-confirming my IMEI but they seem to want to simply "pass the buck". :wall:

I'm pretty sure the codes are generated from the imei on these

ianonline

gaming_guy wrote: »

I'm pretty sure the codes are generated from the imei on these

The strange thing is, when I first requested the unlock code, I was told they did not have it and would have to "order it in". :think:

I assumed that the code could be generated by Vodafone at the push of a button, but it looks like they must be locked by the manufacturer (Sharp). My phone is branded with the Vodafone logo and I think the model may be exclusive to Vodafone, so maybe they have some sort of arrangement with Sharp so that they are network locked at the factory?

JAYMARSH2005

The codes are generated from the phones IMEI, they are not like the nokia codes where you only get 3 attempts, they are usually fairly good with the codes, the only way they get them wrong is if the have issued you with a pac code instead of a unlock code (This has happened before) Also I dont know if this is possible but if the phones IMEI has been changed (If a person before you altered the IMEI which is illegal) and it has generated the code from an IMEI which was not original to the phone. If you have had the phone from new then this wont be the case.

The procedure to enter the code is as follows, jsut in case they have given you them wrong.

01 - From front screen type *01763*6371#
02 - The handset will reset back to the main screen
03 - Press M button.
04 - Scroll to Settings and press SELECT.
05 - Scroll to Security and press SELECT.
06 - Scroll to MEP locks and press SELECT.
07 - Enter your Handset Code (the default code is 0000) and press OK.
08 - Scroll to Network and press SELECT.
09 - Scroll to Deactivate and press SELECT.
10 - Enter Unlock Code we send to you and press OK.
11 - Handset should then display DONE and be unlocked.

ianonline

Vodafone provided me with the exact instructions that you have provided and a 12-digit unlock code (I don't know if PAC codes are the same length ?). I bought the phone brand new, direct from Vodafone and the IMEI corresponds with that printed on the box so there's no problem there.

As it's fairly obvious that they've made a mistake, I don't understand why they're telling me to go to one of their retail stores. Surely they're capable of correcting their own mistake and giving me the correct code !!!

JAYMARSH2005

I really cant see what they can achieve by doing this, the codes are generated from the IMEI and the unlock code will just be the same whether you take it to a shop or the moon, The only thing it can be is a pac code they have given you, I would give them a call and ask them this.

The unlock code is generated from the phones IMEI number and is unique to this phone. So why do I have to go all the way to a shop to get the same answer. I have just paid you for this code and can you check that you have not provided me with a PAC Code.

drahcir_2

its not unknown for them to supply the wrong code
they may have entered a wrong imei digit when requesting the code

ianonline

drahcir wrote: »

they may have entered a wrong imei digit when requesting the code

This is exactly my thinking, and it should be so simple for them to double-check the code they've given me to see if they've made a mistake.

I can't believe they are just trying to wash their hands of the problem. :mad:

Anyway, thanks guys - I'll update the thread with any progress.

Ian :cool:

drahcir_2

ianonline wrote: »

This is exactly my thinking, and it should be so simple for them to double-check the code they've given me to see if they've made a mistake.

I can't believe they are just trying to wash their hands of the problem. :mad:

Anyway, thanks guys - I'll update the thread with any progress.

Ian :cool:

ive not had a code from voda direct before. when they give you the code, does it also state the imei that it relates to ?

ianonline

drahcir wrote: »

ive not had a code from voda direct before. when they give you the code, does it also state the imei that it relates to ?

No, they haven't quoted my IMEI back to me but it will be logged against the query tracking number and I have re-stated it and asked them to confirm that they have entered it correctly.

This is the original email I got from them stating how to unlock the phone:

Thank you for contacting Vodafone Customer Service regarding the Network Unlock Code (NUC) for your phone.
I am happy to provide you with the NUC for your phone.
Please follow the steps given below to unlock your phone:

1. From front screen type *01763*6371#
2. The handset will reset back to the main Vodafone screen
3. Press Menu button
4. Scroll to Settings and press SELECT
5. Scroll to Security and press SELECT
6. Scroll to MEP locks and press SELECT
7. Enter your Handset Code (the default code is 0000) and press OK
8. Scroll to Network and press SELECT
9. Scroll to Deactivate and press SELECT
10. Enter <unlock code> and press OK
11. Handset should then display DONE and be unlocked
Please note that if the unlock code doesn't work at the first attempt - do not attempt to repeatedly enter the code as there is a risk the phone will become permanently locked.
In case you have permanently locked the phone you can visit your nearest Vodafone Retail Store and our advisers will be happy to help you.
To find your nearest store, please click here.
If there is anything else I can help you with, please feel free to contact me.

Kind regards,
Ursula Fernandes
Vodafone Customer Services

ianonline

A quick update for anyone who's interested.

Having been referred to Sharp by Vodafone, and then back to Vodafone by Sharp :wall: , Vodafone forwarded my query to their "NUC team" who eventually got back to me with the correct unlock code (but no explanation or excuse !!) :doh:

According to the person I spoke to at Sharp, THEY supply the codes to Vodafone when the phones are shipped, so I don't know if Vodafone just gave me the wrong code by mistake, or whether they are blaming Sharp for supplying them with the wrong code in the first place.

Oh well, at least it's sorted now.

Ian :cool: