Vodafone Unlock Code

carolinen07

Hi all,

MANY apologies for long winded post.... However; I was hoping someone can shed some light on the issues I am facing with Vodafone Unlocking my phone?

(My contract expired back end of 2016 and have been using a Talk Mobile SIM Only up until now)


Thursday 7th June – submitted unlock request online. Used my number that I ported over to Vodafone. Confirmation received to state that the details were incorrect
(Unfortunately, we can’t to do this because the number you told us about doesn’t belong to a device on our network.)

Called customer services. Man explained unlock process and identified my number by process of elimination (there were three phones on the account at one time) and used this number; relating to me IMEI and submitted the unlock request. Told to wait 2 working days.

12th June. Called customer service. Email with unlock details was sent to wrong address. Advised to email and was informed that this would be completed within 24 hours. Email sent to NUC resolutions to ask to look into this. Automated email response. No response received to query (IMEI, etc. confirmed). Gave my number and main mobile account number.

13th June (customer service hung up twice). Called twice to identify issue. Informed this will be fixed. Request was re-submitted with ‘correct’ information on as per account via phone
Email received (Thanks for getting in touch about unlocking your device. Unfortunately, we can’t to do this because the number you told us about doesn’t belong to a device on our network.)

14th June – 3 phone calls. Told that this will be fixed. It didn’t matter what number was submitted on the unlock code – it had to be the live number. I was assured that as long as the IMEI number was correct then the unlock code could be completed. Assured this would be done. Email was sent to confirm my email address and details of main account holder – his number – and the phone IMEI number was issued. Confirmed details via email and was assured that this would be 24 hours.

Used social media for contact. Requested I send IMEI number and details for this to be looked into. 2 hours 40 minutes later they responded and refused to speak to me (despite having authority on the account). Requested a name of a member of staff that I could speak to. This was refused. Messages went into the morning of the 15th June…

15th June – received email early hours in the morning with an update email with references for unlock code. Then 3 hours later was advised that the request was ‘Cancellation reason: Request cancelled due to raised in error’.

Then an email - Thanks for getting in touch about unlocking your phone, we’ve asked your phone’s manufacturer for a code so we can unlock it. This can take up to 10 working days, so please hold tight for now.

As soon as we’ve got the code, we’ll email you with instructions on what to do next.

I called Customer services again. (During these calls I was hung up on twice – told that they would have to email another team and their response would take 5 working days). I was informed that there was ‘no records of an unlock request on the account’. I advised against this and explained there had been multiple and my concern was the ‘allowance of three requests in one year’. Still advised there were no unlock requests.

I was then told that there was no evidence of other phone numbers other than Jonathans on the account.
I had to send proof of purchase (and wait another 5 working days) to unlock the phone. I refused to do this as the account is still live and I did not have this one me. I was told ‘nothing could be done’.
I was told another unlock request would be processed – then the operator hung up.

Facebook messages proved fruitless. I was asked a time for main account holder to be contacted. I told them 8pm – confirmed their number and an alternative number I could be contacted on. We are still waiting for this call (2.5 hours later) – despite messaging them at 30 minute intervals,

First they tell me they can unlock the phone with a code – then I am told that a code is not needed by Talk Mobile (they are most recent provider, part of Vodafone, and I just need to wait up to 10 working days for the phone to automatically unlock). This is clearly conflicting information from the same network. Then I am told the code is undergoing – yet it has been cancelled. I am at a loss with the awful customer service; conflicting information and out and out lies. Another massive concern is when I was speaking to someone today they told me the email address on my account was one that I have never heard of! He also called me ‘Leanne’. When I asked where this information was from – and asked him to repeat the email address and how this was update he told me that he couldn’t ‘due to data protection’. So not only have I this to deal with I have a concern over private information being amended? (Last might sound melodramatic; however a year or two ago our whole account was changed to the details of my partners ex-business partner (that hadn’t been on the account for 3+ years!!!). It took us weeks to address this issue and was told it was ‘possibly a computer glitch’.

I have also submitted a complaint (via the helpful sticky thread) so tat is being processed - however I am without a phone - all whilst paying for my new SIM Only Contract!

Browntoa

And the model of phone is ????

If iPhone then unlock code is over the network , no actual code

Vodafone

Hi carolinen07,

I understand that this has been a frustrating experience.

So I can make sure your email has reached us, please update the thread with your reference from our automated reply.

Kind regards,

Lee

Vodafone Social Media

Oli.s

Is it an Iphone, if it is you dont actually get a code, it just gets unlocked at vodafones end and then (I believe but may be wrong) it relocks to the network of the next sim that gets put in it.



I recently unlocked an iphone that i havent used for 6 months on vodafone and they just emailed me to say it was done.