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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JonathanB · ‎01-12-2024

Hi @Sorinab,

To my understanding any routers we supplied in the last couple of years aren't actually network locked. Have you tried an alternative SIM in the device yet?

Thanks,
Jonathan

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Bear · 2 weeks ago

Hi Jonathan can you please share the steps for the specialist team?

I have one of the routers from the very old batch (around 2021) which seemed to be the locked ones.

Been in contact with front-line customer service and they are sadly lost with no guidance on this issue as the routers are not supposed to be locked.