Can't get hold of moderator for PUK issue

[SusanA27]

Hi all, I am having difficulty getting my SIM card recognized by my phone.  I keep getting messages telling me that my PIN is wrong and stuff about a PUK.  Apparently I need a moderator to override this PUK problem.  But, when I click on the link to go and message a moderator, all I get is a screen saying Community at the top, and absolutely no place at all to compose a message to the moderators.  As you can see, there is nowhere at all to enter a message.  Help!so where do I send a message to moderator?!

[Anonymous]

 @SusanA27 : Great to hear the update. No. Not plan data. It resets. Add-on data stays on until consumed.

[SusanA27]

Just got off the phone with the Samsung 1-800#, super-fast (no waiting on hold for hours listening to Muzak), very helpful gentleman and it all got done!  Now the phone is unlocked and says Public Mobile in the upper left hand corner, like it's supposed to 🙂

I have another question, but do I have to start another thread?  Just wondering if any unused data gets passed on to the next month.

[Anonymous]

It's so much easier just doing it through Samsung. They are a massive "western" corporation. Not like from other areas that we can't really know to trust. And much better than going through the wringer with a provider call centre.

[SusanA27]

I got the phone from a good friend. Will have to ask him where he bought it.  I was running errands most of the day so no, haven't tried the Samsung # yet, and yes the # I plan to call is the one you provided.

ETA: called my friend up, he says he bought it from Bell.  I'll just go the Samsung 1-800# tomorrow with the IEMI # and knowledge of where it was purchased, and hopefully get er done! Thanks very much for your help 🙂

[SusanA27]

I looked at the Android Guys page but seemed sketchy, so didn't try it.

[Anonymous]

 @SusanA27 : You seem to be going directions that make this all hard and complicated. Just call or chat as mentioned. It's not difficult.

[softech · Accepted solution]

@SusanA27   Sorry it is a Carrier lock, ?  did you call Samsung on this number 1-800-726-7864,?

The only info you will need to provide for a master unlock was the IMEI and where the phone was purchased originally.  So, you will have to reach out to the guy you got the phone from and ask

(so, was that a private sell? or someone in the family gave you the phone?)

[SusanA27]

Just a heads up, the guy I got the phone from sent me this link. I'll try it and see if it works.  Crossed fingers!!!

https://www.androidguys.com/tips-tools/how-to-sim-unlock-the-samsung-galaxy-s7-and-galaxy-s7-edge/

[SusanA27]

Haha, good advice...on the wine that is!!  I did try the chatbot earlier but it wasn't helpful at all.  In case I don't hear back via the email I'll just call their 1-800 #. 

It's the small annoying tech issues like this that I blame for me being on the trailing edge of technology 😕

[SusanA27]

Ok I was able to get the IMEI to pop up using the *#06#...I didn't see the asterisk before.  And yes I messaged Samsung, no way would I ever post on a site like that.  I did delete the message as you suggested.  Meantime I have emailed Samsung at dear customer@samsung.ca.  I gave them all the info they need and asked them to send me the unlock code.

[darlicious]

@SusanA27 

Ok I have never chatted with Samsung before so if I can do it you can do it. Hopefully I got the right link for you below. Click on the chat cartoon lady. Choose technical support. Choise smartphones. Choose unlocking code/ enter master unlock code. Go from there.....

Maybe get a large glass of wine first.....

https://www.samsung.com/ca/search/?searchvalue=phone%20suppirt#

Edit:

Okay you have to click on "Chat with us" in tiny letters on the left then the cartoon lady pops up on the right. Then follow my instructions starting with the glass of wine then start at the top!🍷

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[darlicious]

@SusanA27 

I have been in your shoes and have caused a few computer systems to crash in my day. For future reference *#06# is entered on your phone dialer  like you would be making a phone call. Entered correctly and your IMEI# pops up.

Please tell me you at least messaged Samsung.ca on messenger and not posted on Facebook. Even still I would recommend you delete that message because it is not private and you are revealing too much info that a fraudster can take advantage of and cause security issues with your phone. I know this is overwhelming but we can walk you thru the steps with the chat feature at Samsung. 

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[SusanA27]

You'll have to explain to me how/where I'm supposed to enter *06# you missed*...I'm a total technopeasant. I can make a PC crash just by looking at it 😉  Anndddd.....I still don't know where the SIM card's PIN is supposed to be...????

I sent a message to Samsung via FB giving them make, model, serial #, IMEI #.  Hopefully they'll just frickin message me back the code.  The chatbots on Samsung.ca were useless.  OK had enough tech issues for one day, thanks for your help!!

[darlicious]

@BKNS27 

That WCC ruling came into effect in December 2017. The OP's phone was within the mandate of when phones were carrier locked. However it is a violation to not provide the unlocking code upon request and without delay if your phone was locked under the previous legislation.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[BKNS27]

@SusanA27 

Try *#06# you missed *.
The Samsung S7 Edge was introduced on March 2016. It was illegal for carriers to lock phones in Canada.

You might try contacting Samsung

[darlicious]

@SusanA27 

You missed the "*" in *#06#. Or go to "About Phone" in your settings. To contact samsung.ca :

https://www.samsung.com/ca/support/contact/#contactinfo

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[SusanA27]

tried the #06# thing already, didn't work.  Will try looking in my settings under about phone - think I can manage that much!!! BTW  Where exactly is the PIN that came with SIM located?  Never saw any sign of one.

[SusanA27]

Where do I find the PIN that came with the SIM card?!  I didn't see one, and something that important should be plain as day.  I am getting the 'SIM network PIN blocked. Enter SIM network PUK' message.  

Tried the #06# and it didn't work.  'Not on network' or something like that.

[darlicious]

@SusanA27 

You may need your friend to call their provider or you can contact Samsung.ca via chat to get the unlocking code. To get your IMEI # you can look in your settings under "About phone" or dial *#06# on your phone to be given the IMEI #. You then give this to Samsung to be given the unlocking code.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[SusanA27]

Uhhh...ok sorry I am total noob to celphones and stuff...what is an IMEI#?  And I got the phone from a friend awhile ago.  I never used it with another provider. 

[darlicious]

@SusanA27 

Your phone is still locked to your previous provider that you got your phone from. Contact them with your IMEI # to be provided with the unlock code. They must do this without charge or delay upon request.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[SusanA27]

no, I haven't got another phone to try the SIM on.

[SusanA27]

thanks, this site is kinda confusing with having to first sign in to access the site, which is normal, then having to sign in yet again to access Community!

[SusanA27]

Samsung Galaxy S7 Edge.  Android 5 I think.

[SusanA27]

hi there, it says 'SIM network PIN blocked.  Enter SIM network PUK' with unlock and dismiss at the bottom.

[Yummy]

About PUK:

Find your PUK: https://www.publicmobile.ca/en/on/get-help/articles/where-to-find-your-puk

- SIM network PIN blocked. Enter SIM network PUK." is asking for the phone’s (often Samsung) “master code" after entering the wrong code too many times. Samsung and/or your previous carrier can give you this.

- SIM network unlock PIN" is asking for your previous carrier's unlock code - just contact them with your IMEI (dial *#06# to get it) and they'll give it to you. If you enter this incorrectly too many times, you'll get the error message above.

- PIN unlock key (PUK) is a SIM-specific code used to prevent unauthorised use of a SIM card.

The PIN (Personal Identification Number) enables secure access to the SIM card and network. It is provided with your SIM card.

    If the PIN code is entered incorrectly 3 times, the phone is locked (except for emergency calls) and requires a PUK (Personal Unlock Key) to reactivate it.

    Once the PUK is recovered and validated, you will be asked to choose a new PIN.

    Only Public Mobile's Customer Support Agents (CSA) can give you this type of code, which the device manufacturer cannot. Public Mobile's Customer Support Agents (CSA) can be contacted at the following address: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

    Caution! If the PUK is entered incorrectly ten times in a row, the SIM card becomes unusable.

[Community_QA]

@SusanA27   you tried your sim on another phone and still asking for the PUK? not sure if you are looking for SIM puk or carrier unlock code.  Not too many people setup SIM PIN

[Yummy]

You have to have Private message checked in:

[BKNS27]

@SusanA27 

The screenshot is your Self Serve account. You can contact a CS_Agent on this public Community by private messaging on top of this page or the Chat bubble on the bottom of this page.

[darlicious]

@SusanA27 

Your screenshot indicates you are not signed in....but you have to be to post which you have here. Check in your settings that your private messaging is turned on.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #