Mobile Broadband

[RonaldLin]

I have the unlocking code and its still stuck in the Failed to unlock the SIMLOCK process.

[Liam]

Hi Ronald,

Sorry to hear you're having issues with unlocking for Pocket WiFi. I can help to get the Pocket WiFi unlock for you.

Can I please get the IMEI number of the Pocket WiFi?

Thanks,
Liam.

[Alana]

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RonaldLin wrote:
Sure, it's Personal detail removed

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Hi RonaldLin,

Have you been able to try the unlocking instructions available for your Pocket WIFI by entering the IMEI Number on our Unlocking site here?

If you are receiving the error message "Failed to unlock the SIMLOCK", select continue to return to the Unlock Device screen.

If you are receiving the above error message after attempting to unlock your Pocket WIFI with the instructions provided to you, please let me know what step you are able to get up to and I will investigate further.

Thanks

Alana.

[RonaldLin]

Hi, I did all the steps according to the unlocking instruction and it still shows "Failed to unlock the SIMLOCK". I've done for more than 3 times but the remaining times is still 3 times, no reduction.

[RonaldLin]

How come there's no reply from any of the admins here?

[Bart]

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RonaldLin wrote:
Hi, I did all the steps according to the unlocking instruction and it still shows "Failed to unlock the SIMLOCK". I've done for more than 3 times but the remaining times is still 3 times, no reduction.

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Hi RonaldLin,

The unlock attempt counter will reset after 3 attempts to give you further chances to unlock the device. What is the unlock code you're entering? I'd just like to confirm it is the correct code.

Also, where did you retrieve the IMEI from? Was it from the device or another source eg. device package?

Can you confirm the IMEI is correct by looking underneath the battery of the device, it will be printed there.

Thanks, Bart. 

[RonaldLin]

I used the IMEI from the device, and the unlock code is [personal detail removed].

[Kate]

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RonaldLin wrote:
I used the IMEI from the device, and the unlock code is [personal detail removed].

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Hi RonaldLin,

Thanks for confirming the unlock code you are using to unlock your Pocket Wi-Fi Device.

If you are still unable to unlock the device as per the unlocking instructions please complete the Handset Unlocking Difficulties Form which you can access here and include details of the steps you have completed and the error you are receiving.

After submitting the form you will contacted by our customer service team with instructions on how to proceed within four business days.

Thanks,

Kate

[RonaldLin]

I've just tried the website and got this message Handset Unlock - Error A problem has occurred. Please click the "Back" button to return to Handset Unlock, or try again later.

[Bart]

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RonaldLin wrote:
I've just tried the website and got this message Handset Unlock - Error A problem has occurred. Please click the "Back" button to return to Handset Unlock, or try again later.

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Hi RonaldLin,

Thanks for helping us out with our questions. At this point I'd like to raise your issue to our devices team to look at what is causing the issue. To do this, I'll need you to send me an email. You can send this to online.help@vodafone.com.au with the code 232CBTGI in the subject line. Please include your vodafone account details including account PIN, device IMEI and any screenshots of the error you're receiving.

Thanks, Bart.

EDIT: Code change