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

[atinject]

Hi Kate

Please PM me the steps as well? I am facing the exact same issue.

Regards

K

[LeeB80]

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. 

[Coastal]

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 

[svinxz]

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?

[JonathanB]

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

[JonathanB]

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

[Dazzar]

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 ? 

[JonathanB · Accepted solution]

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

[Jamie515]

OK so three can give you the unlock code. I went through this. Customer services always say they're supplied unlocked, they aren't. As long as you cave completed the contract minimum term they have to give it to you, but it needs to be escalated to the third line team to get it and the costomer service team won't know even that it is needed.

It's a 16 digit alpha numeric code, they supply 2, 1 of them should work.

[atinject]

Hello, please could you privde the steps? I reached out to the technical support team, they wanted to me contact Huawei myself.

Regards