Phone problem thoughts?

Systreg · Aug 28, 2014

Hi,

My phone was bought from Three in Ireland, and as I'll soon be needing to use it abroad, I decided to get it unlocked, I first tried a non Three SIM in it and it asks for "SIM network unlock PIN", that confirms it's locked to Three.

So, I submitted an unlock request on the Three site to get an unlock code, got a reply 2 days later saying:

Following on from your request, please be advised that we are unable to issue you with your network unlock code at this time.

The unlock code for your mobile is not currently on file. In order to resolve this issue, we have placed a request directly with the manufacturer to obtain the unlock code for you. We expect a response from the manufacturer within 10 working days, at which time we will be back in touch with you.

I was ok with waiting 10 days, but 4 days later they send this email:

Following on from your request, please be advised that your handset is not locked to the Three network. This can be confirmed by placing a non Three SIM card into the phone.

I spoke to a few clueless people from Three after that, they were fecking useless. I pointed out I'd already tried another SIM in it, and it asks for an unlock code to be able to use another SIM, and then a rep asked if I'd tried putting another SIM in it to see if it's locked

I made no progress with getting unlocked, so yesterday I submitted a complaint to Three, they replied last night with:

I’m sorry for the inconvenience that you have experienced lately.

As per the update received from the relevant team, the handset is already unlocked from our system. However, as you've mentioned that its still locked; we'll have to exchange the handset.

I've arranged for a new handset (Samsung Galaxy S5) sent to your registered address in 2 working days. This handset will be locked to the Three network. You'll have to return your old handset with the box and accessories in exchange for the new handset.

Once you receive the new handset, you'll need to request to unlock that handset.

Ok, so I'll get a new phone, but it'll be locked to Three, not sure why it'll be locked if the old one supposedly isn't locked?

When I get the new one, isn't it going to be exactly the same thing again, submit an unlock request, get told they haven't got a code, that they'll get one from Samsung, then another email will say, you don't need a code, it's not locked

, or, do you think it could it be a problem with the phone not recognising it's unlocked, but still asking for the code?

Systreg · Aug 28, 2014

I thought I'd ask on here as I know a lot of members use phones, and they're only general questions someone might have an idea about.

I joined androidcentral.com when I got the phone, as I had another problem with it shorty after getting it due to some software update it installed, I didn't get any joy with that question, though, people on sites like that are too techy for me, they speak another language

Yes, my current phone is a Samsung Galaxy S5 and Three will be replacing it like for like.

The other one I tried was a Tesco.ie SIM, when putting that in the phone and turning it on, the on screen message says SIM network unlock PIN with the box to enter the unlock code, or click dismiss, when clicking dismiss, the phone loads normally, but it says emergency calls only with the tesco SIM in it.

I'm just having a look on Google to see how I do a factory reset on the old one before I send it back.

Systreg · Aug 28, 2014

Thanks,

I hadn't heard of region locks, and reading on that last link you posted, the same SIM network unlock PIN message on my screen is mentioned there, and although you say region locks are unrelated to my problem, now I'm not sure, several posts on that link give conflicting replies.

One says SIM-Lock means it is locked to a carrier, region lock would show no signal and no service.

Another said no, it's SIM unlocked. I get message saying to insert "SIM network unlock PIN" which is region-lock.

But that's from him searching Google rather than from technical knowledge, someone else said getting a carrier to unlock might also unlock region lock at the same time, all fun and games ain't it

On the Three site, it says there are just 2 points you need to satisfy to be eligible for an unlock code if you're on pre pay, those are:

1. you are a voice customer (we don’t issue unlock codes for broadband customers)

2. you‘ll need to have topped-up your prepay account by at least €130 before we will issue your unlock code. This doesn’t include any bonus or promotional credit.

I'm not a broadband customer, and to satisfy point 2, because I'd only used the phone a couple of times since I got, I put €20 on when I first got it, and another €20 I put on in June, so I put another €110 credit on it before I sent my unlock request just to make sure I was well over the €130 limit, for all the good it did me :lol:

I wouldn't buy an unlock code, I don't trust sites like that.

AssetDomains · Aug 28, 2014

Try Buying a code on ebay usually cheap enough not to sweat it if things don't work I've had a few that didn't always been refunded feedback system removes any cheats I guess.
Failing that take it along to the guy who does mobiles at your market if you have one near they can usually sort stuff out.
Finally try taking it into a 3 store if you have one local see if they can sort it out.
If I remember rightly you paid a fair bit for this cash not sure why it was locked anyway

AssetDomains · Aug 28, 2014

One other thing by the sound of it you probably hardly ever even use the thing.
Consider selling as brand new on ebay.
Pick yourself up a moto g 4g version unlocked
Will probably do everything you will ever need from a smartphone. Just doesn't have fancy fingerprint bolocks and the like
http://www.tesco.com/direct/motorola-moto-g-4g-black/404-7860.prd

Systreg · Aug 29, 2014

@ AssetDomains, I wouldn't buy an unlock code, I don't trust sites like that or the codes themselves really, and not being sure what a wrong code could to do the phone, so it's no go on that option.

The courier phoned this morning looking for directions to where I live, to deliver the new phone, he said he has to collect my old phone in exchange for the new one, I was under the impression that I had to send the old one back in the post. Anyway, I told him he couldn't deliver it today as I haven't removed my personal details and done a factory reset yet, told him to come back on Monday.

I got on to Three again, and they've assured me that when I get the new phone and submit the unlock request form, that the phone will be unlocked within 24 hours, that's yet to be seen, fingers crossed.