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

[Bobbijack466]

hey ive got the outdoor 5g hub would you be able tp help me too as same problem trying to use vodafone siim with it but wont work 

[JonathanB]

Hi @Bobbijack466,

The Outdoor hub is a very new product which I believe we're only supplying on 24 month contracts. I'll check into this, but I'm not sure whether you'll be able to request unlocks for a device that's still in term and provided on a loan basis.

That being said, we don't generally lock devices. Is there a specific error message referencing a network unlock code, or what happens when you try to use this Vodafone SIM?

Thanks,
Jonathan

[Bobbijack466]

hi no code signal goes to 00 on device and then it says apn disconnected even tho i put vodafones apn in and as for why threes had horrible services where i am   

[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