Unlock code

[Dazzar]

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

[JadeF]

Hey @Hopetobehappy 

Welcome to Three Community. 

Can I check, have you been in touch with our Customer service team to request support for this?

Jade

[Hopetobehappy]

yes i went on live chat but they didn't really know what i ment so got no where

[Curiousyoke3]

Hi @JonathanB

Could you please share this info? I am having a similar problem with a second hand 5g router purchased.

Thanks

[JonathanB]

Hi @Curiousyoke3,

I've sent you a PM about next steps with this now.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[atinject]

Hi Jonathan

Can you please PM me the next step? CS wanted me to contact Huawei my self.

Regards

[97browng]

Can you message me as well please with details of who I can contact to get this resolved.  I have exactly the same problem. I have been speaking to Three support and they say the device is not locked and they don't sell locked devices and can't help. However speaking to Huawei and looking at all the forums this is just a clear lie and Three are the only people who can unlock.

[JonathanB]

Hi @97browng,

I'm sorry for the team's confusion on this. Network locking hasn't been practiced by Three for several years on handsets, and these routers will have been the last devices we ever locked, so apologies that this hasn't been straight forward.

I'll PM you to get you in touch with my colleagues who have helped the others.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Moscool]

It is true that Three no longer lock their routers and that the Huawei late model was the last one to be locked. First line support don't seem to know this but second line tech support do. It took a long time to get sorted but I got there in the end. Three contact Huawei themselves and then come back  to you with a specific code and a method to unlock. The way forward is a patient call to tech support and escalate it until you get to somebody who knows the issue. They then request a few days to fetch you code... 

[up]

can the steps be shared here

[JonathanB]

Hi @up,

It's not a process so much as we're directing to a small, specialist team, so we don't share their contact info on the public forum.

I'm happy to help get you in touch with them provided this is the right help though. Can you let me know a bit more about the circumstances please? Are you also attempting to unlock a Huawei router, was this supplied to you directly by Three?

Thanks,
Jonathan