topic unlock my old phone in Get Support

unlock my old phone

rjsdesign1 — Thu, 11 Dec 2025 18:17:17 GMT

Hello,

I would like to give my old iphone to my mother, but need to have it unlocked. Is that something Public Mi

Re: unlock my old phone

softech — Thu, 11 Dec 2025 18:19:07 GMT

what was the exact error message? Depends on the message, you have to ask the PUK code from different places

If the message is “PIN unlock key (PUK)” or "Enter PUK Your SIM Card, SIM cannot be accessed" or on an iPhone's status bar showing "Locked SIM"
open message support here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
or use this direct link to open Chatbot ticket: https://urlshortner.tiia.ai/xYpc_I
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there.

If the message is "SIM network unlock PIN" or "SIM ME lock code NP" or "SIM not Supported" or on an iPhone's About->Carrier Lock showing "SIM locked"
You have to ask the carrier where you got the phone from for the carrier help unlocking it.
(Sorry, for this particular issue, PM support would not be able to help)

Re: unlock my old phone

BKNS27 — Thu, 11 Dec 2025 18:26:33 GMT

@rjsdesign1

If you picked up the phone from your carrier you got the phone from. It could be locked from the carrier if it is an older phone. It will be free if you give them the IMEI of the phone.

Keep in mind that the 850MHz 3G frequency is no longer available so your phone will need VoLTE to make calls.

Here is more information and enter the IMEI to see if it is compatible with VoLTE.

https://www.publicmobile.ca/en/get-help/articles/volte

Re: unlock my old phone

rjsdesign1 — Thu, 11 Dec 2025 18:29:40 GMT

The carrier is, I assume PM? Therefore, to what email would I send in the IMEI number?

thank you roy

Re: unlock my old phone

BKNS27 — Thu, 11 Dec 2025 18:34:16 GMT

@rjsdesign1

What is the make and model of your old phone? It might be VoLTE compatible so it is not worth using.

If you had a 2 year contract with a plan to purchase that phone. That would be the carrier you need to contact if it is compatible.

Re: unlock my old phone

softech — Thu, 11 Dec 2025 18:36:06 GMT

@rjsdesign1

PM does not carrier lock the phone when it sold CPO

but you can message PM support for help unlocking the phone if it was sold by PM/Telus/Koodo

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

and iPhone 8 and newer will be VoLTE compatible with PM system

Re: unlock my old phone

rjsdesign1 — Thu, 11 Dec 2025 18:38:19 GMT

It is an iphone 5, which worked with PM for the last couple of years, but I updated to an iphone 12 and as mentioned, wanted to give it to my mother who who lives in Manitoba and is with Lucky Mobile.

Re: unlock my old phone

rjsdesign1 — Thu, 11 Dec 2025 18:50:25 GMT

It was not sold by any of the above, but apparently it is locked according my sister, who asked an agent at the Apple Store, who told her it needed to be unlocked. thank you for your assistance. roy

Re: unlock my old phone

hairbag1 — Thu, 11 Dec 2025 18:54:09 GMT

@rjsdesign1

Iphone 5 is a way out of date relic of the past. You won’t be able to make or rec calls in MB. Text and data will work… just not talk due to VoLTE required but not available on i5.

Re: unlock my old phone

computergeek541 — Thu, 11 Dec 2025 20:45:43 GMT

@BKNS27 wrote:
Keep in mind that the 850MHz 3G frequency is no longer available so your phone will need VoLTE to make calls.

The above isn't correct. 3G is still available on 1900MHz (band 2). VoLTE is currently not requirement for phone calls.

Re: unlock my old phone

computergeek541 — Thu, 11 Dec 2025 20:52:05 GMT

@hairbag1 wrote:
@rjsdesign1
Iphone 5 is a way out of date relic of the past. You won’t be able to make or rec calls in MB. Text and data will work… just not talk due to VoLTE required but not available on i5.

Manitoba still has 3g. Phone calls are still possible on 3g.