topic Re: Unlock code in Account and services

Unlock code

Dazzar — Tue, 08 Nov 2022 20:41:33 GMT

I have confirmation that I own my 5g hub and it is not owned by three so why do I need a pin to get into it, does anyone know how to unlock the router from three especially when they do not own it

Re: Unlock code

JonathanB — Wed, 09 Nov 2022 14:46:54 GMT

Hi @Dazzar,

I'm sorry if there's any confusion on this subject.

All our 5G Home Broadband plans operate under terms and conditions that explicitly state that Three owns the 5G routers. We don't have any policy or services where we sell or transfer ownership of this equipment, and they're only ever given on a loan basis to facilitate access to our network.

This isn't something individual staff members can change or negotiate with you, so I'm sorry if this has led to some sort of misunderstanding, or if someone has given you incorrect information. You can find all the terms documents on our website. There's three different Home Broadband terms at time of writing, dependent on when you joined or upgraded, but they all do cover off that 5G routers remain Three's property.

I hope this helps clear things up,
JonathanB

Re: Unlock code

Dazzar — Thu, 10 Nov 2022 07:36:00 GMT

The contract states that the router remains the property of three until the contract is fulfilled well after your 18 months or 24 months the contract is fulfilled so no they do not own it, and if they did why are there so many on the internet for sale ?

Re: Unlock code

JonathanB — Fri, 11 Nov 2022 13:15:47 GMT

Hi @Dazzar,

I don't think we're referring to the same documentation here. The terms I've directed you to say:

"Where we have provided any 5G Equipment this Equipment is not owned by you and is loaned to you for the duration of you taking our Services. The 5G Equipment is supplied to you at no cost and remains the property of Three at all times."

I don't recall that we have ever offered a 5G home broadband plan on an 18 month term so perhaps there's some confusion on the differences between this and an older plan's terms?

With the devices being sold online I assume you mean through 2nd hand marketplaces? Thanks for alerting us to this, I'll certainly feed this back.

JonathanB

Re: Unlock code

Dazzar — Sun, 29 Jan 2023 22:23:03 GMT

Router unlocked and now used by another provider

Re: Unlock code

Sorinab — Thu, 11 Jan 2024 10:33:01 GMT

Hi Dazzar

I have the same problem, please would you be able to guide me on how to unlock the router?

Thanks! Sorina

Re: Unlock code

JonathanB — Fri, 12 Jan 2024 12:34:22 GMT

Hi @Sorinab,

To my understanding any routers we supplied in the last couple of years aren't actually network locked. Have you tried an alternative SIM in the device yet?

Thanks,
Jonathan

Re: Unlock code

svinxz — Sat, 22 Jun 2024 19:18:06 GMT

Hi,

I have come to the end of the 24 month contract. I want to unlock my router now. Can you share the steps for the same?

Re: Unlock code

JonathanB — Tue, 25 Jun 2024 13:16:27 GMT

Hi @svinxz,

We haven't been locking our routers for quite a long time now. Have you tested a SIM from another provider and are being prompted for a Network Unlock Code?

Thanks,
Jonathan

Re: Unlock code

Coastal — Fri, 28 Jun 2024 14:24:12 GMT

Hi Jonathan, i can confirm that my CPE PRO 2 doesnt work with another providers sim card and when the sim of another network is inserted i am given 10 chances (10/10 remaining) to enter the correct code or the device will be permantly locked

Re: Unlock code

LeeB80 — Wed, 03 Jul 2024 22:47:37 GMT

Hi all,

I am in the same boat where another sim gives me a sim unlock code request even though using the HUAWEI AI life app says the router is unlocked.
how do I get around this ?

Re: Unlock code

JonathanB — Thu, 04 Jul 2024 10:59:36 GMT

Hi @LeeB80, @Coastal, @svinxz,

I've had a further check into this and some of our previous Huawei range are network locked. Customer services should be able to assist you in obtaining them if you get in touch though. Please let me know how you get on if you contact them.

Thanks,
Jonathan

Re: Unlock code

LeeB80 — Sat, 06 Jul 2024 22:45:15 GMT

Hi Jonathan,

I have been online chat with 3 and they would not provide an unlock code and told me to take it to the shop. I doubt they’ll be able to provide a code.

When inserting another sim is stated device locked, input sim lock code.

Re: Unlock code

Steveeeeeee — Wed, 25 Sep 2024 18:37:59 GMT

How please

Re: Unlock code

LeeB80 — Wed, 25 Sep 2024 18:53:09 GMT

I paid a company £50 to unlock mine and it worked perfectly first time.

Re: Unlock code

Moscool — Thu, 10 Oct 2024 22:34:18 GMT

Hello

I have the same problem: I was told when you upgraded my 5G modem to ZTE that the Huawei modem was unlocked and I could use it as I pleased. I have now passed it on but it requests a code (which is NOT the new SIM card code) and I have 10 attempts beofre the device gets permanently locked.

I have contacted tech support and the old EMEI number no longer seems to be linked to my account. In any event they had no clue what I was speaking about and asked me to enter the SIM card code. Useless. Three Ireland seems to have a process but I see no equivalent here. Can somebody help? I really need this unlocked!

Re: Unlock code

Moscool — Fri, 11 Oct 2024 08:05:40 GMT

Update for @JonathanB

For clarification the router needs a 16 digit code which can ONLY be provided by Three. Huawei themselves refer you back to Three.

When you upgrade your router (like I have done), your account can only be associated to one device (or so technical support tell me). As a result when you quote your old EMEI, they claim they cannot supply a code. This is deception with dozens of people around the world claiming the same problem and accusing Three of bad faith behaviour.

Can you help me? Thank you

Re: Unlock code

PeteG — Fri, 11 Oct 2024 17:00:46 GMT

Hello, Moscool.

It sounds like you're looking for a network unlock code. I'm surprised to hear that the advice to you was to keep the older Hub, as the network generally expect those to be returned once a contract is over.

If the network is definitely not expecting the device back, you should be able to request an unlocking code for it. I'll send you a direct message soon with some steps on how you can get that done.

Pete.

Re: Unlock code

up — Mon, 14 Oct 2024 18:51:04 GMT

can the steps be shared here

Re: Unlock code

Moscool — Tue, 15 Oct 2024 05:27:51 GMT

Hello again.

Perhaps it's because you were phasing out Huawei in favour of ZTE. Kindly DM me (I have no received anything so far)