Invalid SIM Card

[icerunner]

I have transferred my cell from Rogers to Public mobile today.

I confirmed with Rogers about switching the provider.

SIM network unlock PIN is asked after replacing SIM card to public mobile.

Where do I get SIM network unlock PIN?

Thank you.

[HALIMACS]

Oh I am (sorta) on the same page as you with this, @darlicious 

If a complaint sits 'idle' for more than 12 months beyond the knowledge date of a customer, the CCTS does not have the discretion/ jurisdiction to address the matter beyond such a 12-month window.

So the learning here for others (not this OP situation) is that if they begin a process of inquiry/discovery/complaint with a WSP and then elect to proceed with an appeal of such a complaint to the CCTS, they need to do so within 12 months.

Otherwise, the CCTS does not have the jurisdiction to consider the appeal and impart judgement against a WSP.  

[darlicious]

@HALIMACS 

While Rogers' policy does not affect the OP as they are a very recent customer and still does not negate that Rogers policy is stlii blatantly flaunting the WCC legislation that has not changed just because Rogers has instituted their arbritrary policy. Here is an update to the same problem faced by an RFDer in late 2020.

Update:

Got off to a slow start as I had to go back and forth with CCTS on some of the details & background info that I didn't clearly capture on the initial complaint submission. This wasted a week or so. They eventually submitted the complaint to Rogers.

I then heard back from Rogers yesterday from someone who was a "Case Manager – Executive Response, Office of the President". They asked for the IMEI number which I provided and then an hour or so later they replied that they had set the to "unlock" in their system.

I just have to complete the steps by inserting a non-Rogers SIM to confirm success. Took a while but persistence paid off in this case and saved me from having to go to sketchy internet/eBay vendors. Rogers apologized that I "encountered difficulties with Customer Service" but made no comment on their un-locking policy.

It is important that we don't spread Roger's propaganda on their policy making consumers think that its acceptable for them to do this....it is not! Unfortunately unless a CCTS complaint is taken thru to the end process official reprimands and fines will not be levied against Rogers but complaintants can ask for additional compensatiion from Rogers as part of their "settlement" along with their unlocking code. 

[HALIMACS]

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@darlicious wrote:

@icerunner 

Rogers cannot refuse to unlock your phone. If the CSA gives you any grief remind them the WCC changed in December 2017 requiring all canadian providers to sell unlocked phones to their customers and/or provide their customers ( or former customers) with the unlocking code without delay once requested and without charge. Tell them you are prepared to launch a complaint with the CCTS and follow it thru to the end. You will be provided with your unlocking code forthwith.

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Hi @darlicious 

Just a follow up for your info.

There is one small hitch which perhaps Rogers is 'clinging' onto in certain cases.  (as pathetic as it would be for them to be doing so...)

If it can be demonstrated that the customer became aware (or ought to have known about the 'unlocking' issue) for a period greater than 12 months, regrettably the CCTS can not become involved in a review nor compel the WSP to do anything.

A customer's only recourse then is to try the CRTC, however in all likelihood, they'll refer them to the Better Business Bureau.  

[Anonymous]

I think everybody that gets a victimless crime ticket should fight it. Overload the system, delays obviously happen...charter again for beyond a reasonable time, and teach the law makers that stupid victimless crime offenses should not be handed out so easily.

Now...leave a victim behind then absolutely throw the book at the perp. And take it like a grown-up.

[HALIMACS]

Fight the good fight, @darlicious   👊

Ignorance is bliss for the rest of society...

[darlicious]

@HALIMACS 

Its like all the bicycle helmet tickets I beat because the cop never shows up......and wastes all that money and courts time. But I have a charter argument in my back pocket if I ever get that chance....

[darlicious]

@HALIMACS 

Yes....because most people take no as an answer. But if you know that they know that you know... what to say to them with conviction then they will just cough up the code and not take the chance that you will follow thru.....

[HALIMACS]

@darlicious 

Roger's knows what it's doing. (no, that doesn't make it right...)

Only a very small percentage of folks would be patient and sufficiently informed to navigate the rigorous and regimented process of regulatory filings to save the $20-$40 they may end up paying some device unlocking booth to unlock their device.

Roger's knows this....  and they'll milk it for all it's worth...

[computergeek541]

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@icerunner wrote:

my phone, Samsung  is unlock phone. 

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Sorry, but your phone is not unlocked.  The messaging asking for the SIM Network Unlock PIN means that the phone is locked to Rogers. 

This coudl be because some Samsung models in the past have locked to the carrier of the first SIM card.

[darlicious]

@HALIMACS 

I realize that but given that it is Rogers who is notorious for refusing to unlock phones despite it being "illegal"to do so and punishable by a hefty fine I just wanted the OP to be fully appraised of their rights and not be lulled into thinking it was acceptable for Rogers to do so.....

[HALIMACS]

I'm not suggesting what they 'can' and 'can't' do, @darlicious 

I'm suggesting what they 'may' and 'will' try to do in certain circumstances of non-payment.   

Is that right... not for me to decide.

[darlicious]

@HALIMACS 

Yes but given that the new rules have been in place for more than 3 years and contracts are limited to 24 months this is unlikely......and a provider cannot refuse to unlock a phone for an unpaid balance. 

[HALIMACS]

@darlicious 

There are some circumstances where a carrier may refuse to unlock a device, but this usually has to do with stolen phones or unpaid bills. If the phone has never been reported stolen and the account is in good standing there should be no issues having the device unlocked.

If there is a phone balance which must be paid upon terminating services (refer to contract for details), that might also be a cause for some providers to first require payment before unlocking the device.

[esjliv]

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@icerunner wrote:

I have transferred my cell from Rogers to Public mobile today.

I confirmed with Rogers about switching the provider.

SIM network unlock PIN is asked after replacing SIM card to public mobile.

Where do I get SIM network unlock PIN?

Thank you.

---

@icerunner , I think others have found your answer, but just in case...

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 moderators can give you this type of code, which the device manufacturer cannot. Public Mobile's moderators 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.

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

[darlicious]

@icerunner 

Rogers cannot refuse to unlock your phone. If the CSA gives you any grief remind them the WCC changed in December 2017 requiring all canadian providers to sell unlocked phones to their customers and/or provide their customers ( or former customers) with the unlocking code without delay once requested and without charge. Tell them you are prepared to launch a complaint with the CCTS and follow it thru to the end. You will be provided with your unlocking code forthwith.

[HALIMACS]

@icerunner 

Call Rogers for this - if they provided you this device it should have been unlocked from their network PRIOR to porting out from Rogers.

Here's info from them:

Device unlocking FAQs | Help & Support - Rogers

[Anonymous]

 @icerunner : Apparently not because that's what that message means. But luckily Samsung is very good at unlocking phones for their customers. You can do it with chat from their site.

[hTideGnow]

@icerunner  did you try to put in SIM other than Rogers and PM ?   

Also, when you put in PM SIM, what exactly is the message on the phone?

[icerunner]

my phone, Samsung  is unlock phone. 

[Anonymous · Accepted solution]

 @icerunner : From Rogers. Or if Samsung, them. Good luck. It means your phone is locked.