How do I get a PUK PIN #

[Gilbert12300]

I need help to get a PUK PIN so I can complete the activation

[Gilbert12300 · Accepted solution]

Thank you thank you Slusagm! Just to let you know that I called the tel # you gave me and Samsung was absolutely amazing! They gave me the #'s and poof I've got my phone working!!!! I'm so happy. Thank you for all your patience and help, it was extremally nice of you to offer your time like that. 

Take care and thank you again,

Nancy 🙂

[Gilbert12300]

Hello ComputerGeek541! Just to thank you so very much once again. I called Samsung and they gave me the #'s and the phone and sim card are working. Thank you so much for all your help. I can't believe how nice everyone here is!

Nancy 🙂

[Gilbert12300]

Thank you so much, I will call Samsung this morning and try to explain as best as I understand it. 

Nancy

[computergeek541]

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@Gilbert12300 wrote:

Oh boy! can I call you a "genius"??!!  So I put the sim that "doesn't work" in the new phone and eureka, it works!!! And then the good sim from the new phone into the old phone and then it no longer works! (ie it worked before on the new phone). So that means that it's an issue with the physical phone NOT the sim card right? AND that it also means that the sim card is NOT locked and that I don't need a master PUK then? But I just don't understand why the unlocking code that I had on my 2016 bill (which is the same as the Bell one I got today) didn't work if as we see that it's the phone that is the issue. Is it possible that this phone is too old to have new sims? 

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You do still do need a PUK, but it's not a PUK for the SIM card.  it's a PUK to re-enable the ability to unlock your phone.  Even though the phone has been asking you for "SIM Network Unlock PIN" and "SIM Network Unlock PUK", those actually have nothing to do with the SIM card (other than the fact that the SIM card is from a carrier that isn't being allowed to be used in that phone).    On that note, when slusagm says that Public Mobile can't help, this is because Public Mobile customer support agents don't have access to the SIM Network Unlock PUK either for a device that is locked to a Bell.

[slusagm]

hi @Gilbert12300 

so, now, you don't have to wait for PM.  PM won't be able to help

Call Samsung in the morning and see how much they can help.  But if your phone was purchased in Canada with Bell, Samsung should be able to help without problem

[Gilbert12300]

thank you again, you were right in that the issue is the phone not the card. (I switched sims with another phone) Thank you so much, I would have been waiting for an agent for nothing as you said. 

[Gilbert12300]

Oh boy! can I call you a "genius"??!!  So I put the sim that "doesn't work" in the new phone and eureka, it works!!! And then the good sim from the new phone into the old phone and then it no longer works! (ie it worked before on the new phone). So that means that it's an issue with the physical phone NOT the sim card right? AND that it also means that the sim card is NOT locked and that I don't need a master PUK then? But I just don't understand why the unlocking code that I had on my 2016 bill (which is the same as the Bell one I got today) didn't work if as we see that it's the phone that is the issue. Is it possible that this phone is too old to have new sims? 

Thank you tons again,

Nancy 

[slusagm]

please just do the sim test and check.  

[Gilbert12300]

thanks again. No I haven't made the switch yet, will do that right away (still a little nervous that I mess something up). But again, don't I need the Master/PUK pin before putting in a # I get from Samsung/Bell since I've entered the wrong # around 6 times and as such that locks the sim card?

thank you so much,

Nancy

[slusagm]

@Gilbert12300 why don't you call Samsung now (assuming it is open today).  See how much Samsung can help you, you might not need to contact pm for that

and did you did the 2 tests ?  Put your husband sim in your phone, and test your Pm sim in his phone.  That can quickly confirm if PM needs to do anything, likely not from the information we got

[Gilbert12300]

Oh my gosh you are so patient, thank you for the explanation. I think I understand - eureka!! (lets confirm? if that is ok)? SO, if I understand correctly, I STILL need an agent from PM to give me a "SIM network Unlock PUK/Master code" (because I've entered the wrong # about 6 times). THEN, once I've enter that # THEN I enter the Bell #?

If that is correct, should I send off a new ticket for an agent at PM to provide me with the master code since it's been 24 hours with no response (maybe I didn't properly explain in my email to the agent).

Thank you again so much,

Nancy

[computergeek541]

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@Gilbert12300 wrote:

"As I was saying, avoid using terms such as PIN and PUK.  I was ask for both the "unlock code" and "master unlock code", while explaining that you believe that you locked out the regular network code already." -

Sorry not sure what you mean by the last sentence? The "unlock code" from Bell today did not work. So what other code is there if it's not that code (nor the PUK #) either that I need? I told them that I needed a network unlocking sim code in order to use my phone with PM sim card and that's what they gave me.

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Most times, phone users never need the SIM Network Unock PUK. That's only needed when the SIM Network Unlock PIN has been entered incorrectly a bunch of times.  The network unlocking code is the SIM Network Unlock PIN.  However, the SIM Network Unlock PIN cannot be used until you get the master unlock code (SIM Network Unlock PUK), if the first code (SIM Network Unlocked PIN) has been locked out.  Once that lock out happens, you end up needing two different codes.  After entering the SIM Network Unlock code, that should allow you to use the code the Bell provided.  If that code still doesn't work after all of that, it means that Bell provided the wrong code.

[Gilbert12300]

thank you again. Last question.... just to be sure, do I need a PUK# BEFORE I put in the code I get from Samsung? (since I've entered over 3 wrong codes at this point so I thought the sim card was blocked because of that)

[Gilbert12300]

oh I will call them first thing tomorrow but worried because as I said, Bell gave me an unlocking # this morning and it didn't work. Is there another type of unlocking # I'm supposed to be asking for then? So sorry for all the questions but I am so frustrated and confused at this point...

[slusagm]

@Gilbert12300 

i thought I posted the number.  Just call Samsung , 1-800-726-7864, tell them the error message and they will provide you the correct code to unlock and make it works

[Gilbert12300]

"As I was saying, avoid using terms such as PIN and PUK.  I was ask for both the "unlock code" and "master unlock code", while explaining that you believe that you locked out the regular network code already." -

Sorry not sure what you mean by the last sentence? The "unlock code" from Bell today did not work. So what other code is there if it's not that code (nor the PUK #) either that I need? I told them that I needed a network unlocking sim code in order to use my phone with PM sim card and that's what they gave me.

[Gilbert12300]

thank you for your time, I really appreciate it. Sorry but if I can just clarify before I call Samsung to make sure that I understand you correctly, are you saying that there's some OTHER code that I need from Bell/Samsung besides the "unlocking code" that I got from Bell today (which matched my code written on my bill in 2016)?

Thank you once again so much

[computergeek541]

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@Gilbert12300 wrote:

Thank you - I think we wrote at the same time, did you get the message that I wrote just before: 

From my notes on the bill from 2016 (when I purchased the phone), I had written: "unlocking code: ....###....". and sure enough when I called Bell today explaining the situation they gave me the exact same # s. So it appears that they are trying to help me but when I enter those #'s it still doesn't work. And not hearing back from an agent in case i need a PUK #

Not sure what else I can ask Bell since as I said they gave me the same "unlocking code" as I had. What other code can I ask for then? I've entered around 6 different # on the phone and from what I understand I thought that that was why I needed a PUK - because I entered a wrong code more than 3 times. 

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When the phone is asking for the SIM network unlock PIN, a PUK will not help.  Having the SIM network unlock PUK will only allow you to try to use the SIM nettwork unlock PIN again after entering that too many times.  Assuming that your phone is now asking for the SIM Network Unlock PUK, you will still need to regular SIM Network Unlock PIN to make is so that your phone can be used at different carriers.  You would actually need both codes.

There's no need to wait for anything from a Public Mobile customer support agent.  Assuming it's the Public Mobile SIM card that's in the phone when the phone asks for the SIM network unlock PIN, Public Mobile cannot provide this (nor can they provide the SIM Network Unlock PUK).

The phone unlock code can only be provided by the old carrier, or in some cases, contacting Samsung Canada will them provde you with the phone's network unlock code.  There are also some sellers on places such as ebay who will sell the unlock code, but that's usually unnecessary as the carrier that the phone is being locked to must provde the code upon request for free.

As I was saying, avoid using terms such as PIN and PUK.  I was ask for both the "unlock code" and "master unlock code", while explaining that you believe that you locked out the regular network code already.

[Gilbert12300]

thanks again so much for your time - I really appreciate it. Mine is a 2016 Samsung Galaxy J3 6 and my husband's is a Samsung Galaxy A16 5G (bought a few weeks ago)

[slusagm]

no danger to the new phone

just make sure the husband phone is working already before testing on your phone from Bell

and yes, you can put your PM sim card in your husband phone to test as well

and with your phone, may I know what model of phone is that?  Some phones also have other ways to confirm if phone is carrier locked or not

[Gilbert12300]

thanks so much. So I can take my husband's SIM card from his new phone that we set up yesterday with his new PM sim card, (his worked) and put into mine to see what happens? 

And then take the sim card that is not working and put it into his new phone? any danger to his new phone? 

[Gilbert12300]

Thank you - I think we wrote at the same time, did you get the message that I wrote just before: 

From my notes on the bill from 2016 (when I purchased the phone), I had written: "unlocking code: ....###....". and sure enough when I called Bell today explaining the situation they gave me the exact same # s. So it appears that they are trying to help me but when I enter those #'s it still doesn't work. And not hearing back from an agent in case i need a PUK #

Not sure what else I can ask Bell since as I said they gave me the same "unlocking code" as I had. What other code can I ask for then? I've entered around 6 different # on the phone and from what I understand I thought that that was why I needed a PUK - because I entered a wrong code more than 3 times. 

[slusagm]

@Gilbert12300 

phones back in 2016 were still carrier locked

you can do a test to confirm.  Ask a friend with a Rogers or Fido or Telus sim card, one that is working, put it in your phone and see if it works (do not ask people with Bell or Virgin or Lucky sim card)

and put your PM sim card in another unlocked phone, preferably newer one, and see if it works

both tests can confirm if it was the sim card or the phone that is locked

[Gilbert12300]

thanks so much for your help.

From my notes on the bill from 2016 (when I purchased the phone), I had written: "unlocking code: ....###....". and sure enough when I called Bell today explaining the situation they gave me the exact same # s. So it appears that they are trying to help me but when I enter those #'s it still doesn't work. And not hearing back from an agent in case i need a PUK #

[computergeek541]

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@Gilbert12300 wrote:

thanks so much but when I call them it's just to unlock the phone not the network. I think I need a PUK # ? I've sent a ticket yesterday but still have not heard back from an agent. Does it usually take this much time to hear back? 

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Once again, you do not need any type of PUK.  A PUK is entirely different than a PIN.  A PUK is a master code that is used after a PIN has been locked out from use by entering an incorrect PIN too many times.  A phone asking for a "SIM network unlock pin" means that you device is locked to a different carrier.  Only that carrier can help.  Unfortantely, this isn't something that Public Mobile can help with, and the the ticket that you've opened with Public Mobile won't yield any results.

[computergeek541]

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@Gilbert12300 wrote:

thank you. Yes I believe it is a SIM card issue (from PM)  since I get this message: "SIM network unlock pin code" 

I haven't heard back from PM since yesterday (i sent a ticket) so not sure if I was at the right place..

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This not an issue with the Public Mobile SIM card.  This is an issue with your device.  Your phone is locked to Bell.  When contacting Bell, do not mention any terms such as PIN or PUK.  That will only confuse Bell customer service as to what you're asking for an you'll likely end up with a Bell account PIN which isn't what you need. You'll want to advise Bell that you need to unlock your phone so that you can use it at a different carrier.  Sometimes, they'll say things such as "your device is already unlocked" but don't accept that answered as the message that your phone is displaying is 100% confirmation that your phone is still locked to Bell.

[Gilbert12300]

thanks so much but when I call them it's just to unlock the phone not the network. I think I need a PUK # ? I've sent a ticket yesterday but still have not heard back from an agent. Does it usually take this much time to hear back? 

thanks again

[Techfish]

The network unlock would be from your previous carrier. Bell should still be able to unlock the device, or even online through MyBell.

[Gilbert12300]

thank you. Yes I believe it is a SIM card issue (from PM)  since I get this message: "SIM network unlock pin code" 

I haven't heard back from PM since yesterday (i sent a ticket) so not sure if I was at the right place..

Thank you for your help,

Nancy

[hTideGnow]

hi @Gilbert12300 

you need to confirm on one thing before asking for the right person

if your phone is locked, ask where you got the phone from with the unlock PUK, this is not something PM can help.  If it is a sim card locked, a PM sim card, then PM can help.