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

[97browng]

Thought I would give everyone an update on where I am after spending months on this (not very far).

After posting on here I was sent a PM by the support to contact a specific chat. I spoke to them pointing them to this forum saying the device is locked and can be unlocked. I also stated that the device was a old router which meant it was locked unlike phones and later routers. They promised to get back to me.

After 2 weeks and no response I contacted them again and they apologies and said it could be resolved but it would take 5 days to get the code and someone would get back to me.

After 2 weeks and no response I contacted them again and they apologised and said they were on it and someone would get back to me within 2 days.

After 2 weeks and no response I contacted the support on here who took it up for me.

After a few weeks no response I chased again and they asked for more details (even though these had all been supplied several times before).

After no response again I chased and was told that according to their records the device was not locked. I sent then pictures showing it was indeed locked.

Again after a few weeks and no response I have chased again this morning.

This seems like an absolutely absurd situation. We know that Three can unlock the devices but they need to speak to Huawei to get the code which can take a few weeks. The problem seems to be 99% of Three staff seem to not know this, and seem unable or unwilling to read the post here. You have to rely on luck that somewhere during your request you will get someone in the 1% who knows what to do.

I will keep trying and report back on here but Three support is abysmal.

[LiamBRT1]

Ever get anywhere with this?

Twice on the online chat trying to explain this. The last operator just cut me off when I tried to explain the Device is locked and they need to contact Huawei...

[PeteG]

Hello, Liam. 

Welcome to the Three Community. 

Generally, these hubs aren't locked when they are provided. If for some reason yours is, it can be unlocked. To get that done, the hub would need to have been provided to you buy Three, or you would need to provide proof of purchase for the hub confirming you are the owner of the device, then the team can get it unlocked. 

Pete. 

[LiamBRT1]

Hi Pete, 
After 4 hours and 4 operators (ending with the 'end of the line' complaints team), I now have a query open.
Yes, its my old hub - CPE Pro 2 H122-373.
Any Sim Card I put in (except Threes) requests a 16 digit Unlock Code - I have 10 attempts remaining.

I infact now have 2 queries open with 2 case numbers that came to 2 email addresses at the same time. Not sure about that. Either way, the link in the email regards an update doesn't actually send me anywhere useful, so I will now go back on the Live Chat to find out status.

Wish me luck

[LiamBRT1]

I got through on the Online Chat to my complaint update. A 16 Digit code!

I enter it, invalid code...

I go bsck to the chat, it has expired. 

I go back around the full loop, new operator.

There is a 2nd Code!  (Why did operator 1 not just provide 2 codes at the same time... Praise operator 2)

Code 2 WORKS! We got there in the end.

To anyone reading this with a CPE Pro 2 H122-373. They DID ship locked, you are not going mad. 99% of the staff do not know this and cite the 'Unlocked since 2014' policy.

You will likely need to ask to raise a complaint to get anywhere. Every other team member will tell you they have checked your IMEI and your device is unlocked...

A 8 digit PUK is not what you are after. You need the full 16digit alpha-numeric Network Unlock Code for the device. 2 codes are provided, only 1 will work.

Good luck

[97browng]

Just so people know I have been months waiting now for Three to give me an unlock code. I did what was suggested by the support on here and contacted the specific chat I was given via PM. They seemed promising at first but never got back to me and just kept saying someone was on it. I then contacted the support on here again who took it up and then came back saying that the device isn't locked. I sent pictures back showing it is and haven't had a response for over a month so chased again this morning.

This is absolutely ridiculous, clearly the device can be unlocked by Three but it seems 99% of the staff in Three have no idea what the process is. Surely we shouldn't have to rely on luck to get hold of the 1% that do know what to do.

[atinject]

It is abdolutely nightware to talk to Three CS to get the code. I need to escalate it to the technical team.

[PeteG]

Hello.

When you raise a request to get an unlocking code, it's one of the technical teams it get's sent off to. It takes a few days for the code to come back then it's sent to you. 

Pete. 

[jaffa]

I paid the fee to keep my 5G Huawei router when I cancelled the service at the end of the contract but it still only works with a 3 SIM, how do I get this unlocked so I can use a different network?