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.

[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?

[PeteG]

Hello, Jaffa. 

You can request a Network Unlock Code from the Support Team. Once you have that, you can enter it into the hub and use it with whatever SIM you like. 

Pete. 

[LeeB80]

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 ?

[JonathanB]

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

[Moscool]

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!