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thebalancedkiwi
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New Sim card sent - needs network key - Unlock code provided not working

My elderly neighbour has an old Alcatel phone and was recently sent a new sim card.  I have tried inserting it and been asked for a network key.  I then requested an unlock code and was sent one but it does not work.  There were no issues with the old sim but Virgin Mobile say he has to use this new one - but I cannot get it to work.  I have since tried contacting via message and email and phone.  Text messages refer me to pages which are still no help, email has not been responded to, phones are not being answered.

 

Please help me to get this new sim to work.  This has taken both of us literally hours trying to get this working and contact for help.  It should be simpler - especially when it is Virgin Media who are requesting the new Sim be used.

 

Happy to be contacted for support please.

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Emily_G
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Re: New Sim card sent - needs network key - Unlock code provided not working

Thanks for the post Thebalancedkiwi and welcome to our community.

 

Can we please confirm if you've been in touch with the team since your post? 

 

Did you receive the unlock code from the team? 

 

Let us know, Emily.

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thebalancedkiwi
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Re: New Sim card sent - needs network key - Unlock code provided not working

Hi Emily 

 

No we havent heard back yet.  The first code which was sent did not work... I have also tried it and it is invalid.

We cant get the new sim to work without a code that will let us through.

 

Grateful for any help!

Thanks

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Emily_G
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Re: New Sim card sent - needs network key - Unlock code provided not working

Thanks for the confirmation, is the handset from ourselves?

 

Thanks, Emily.

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thebalancedkiwi
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Re: New Sim card sent - needs network key - Unlock code provided not working

It is a VERY old handset... quite likely it was not from Virgin Mobile....

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Emily_G
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Re: New Sim card sent - needs network key - Unlock code provided not working

Thanks for confirming.

 

Do you have the information for us to pass security on the account if we send you a private message? 

 

Thanks, Emily.

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thebalancedkiwi
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Re: New Sim card sent - needs network key - Unlock code provided not working

Yes I believe I do 

thanks

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Emily_G
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Re: New Sim card sent - needs network key - Unlock code provided not working

No problem I'll pop you over a private message now.

 

Thanks, Emily.

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