Unlock code

Dazzar · ‎11-08-2022

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

JonathanB · ‎11-11-2022

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

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Moscool · ‎10-11-2024

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

PeteG · ‎10-11-2024

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.

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Moscool · ‎10-15-2024

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)

JonathanB · ‎10-18-2024

Hi @Moscool,

I've just sent you a PM with the info now, just in case you didn't get one from Pete.

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

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Hopetobehappy · ‎12-06-2024

Could you please send me the details on how to get the unlock code,no 5G in my area from three

Hopetobehappy · ‎12-02-2024

Hello

I'm also looking for the unlock code for H112-370 CPE PRO, could you send me the info too

Thanks

JadeF · ‎12-03-2024

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 · ‎12-04-2024

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

Curiousyoke3 · ‎10-28-2024

Hi @JonathanB

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

Thanks

JonathanB · ‎10-30-2024

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

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