PROBLEM :

How To Handle Unlock Code Requests

SOLUTION :

Phones manufactured after October 2017 are unlocked. Anything prior to October 2017 must be unlocked by the service provider. If the customer escalates mentions the CRTC policy or law, then please refer them to the Canadian Wireless Code of Conduct website.

Here is a list of purchase locations that are OK to provide to customers with SIM unlock code.

• Best Buy
• Staples
• London Drugs
• Ingram Micro
• Tech Data
• Costco
• Amazon
• Visions
  
  

FAQ's

Are we allowed to provide unlock codes to units purchased from non-authorized dealers and websites such as eBay, Kijiji, etc.

Yes with the original BOS and if it is a Canadian Model.

Are we allowed to provide unlock codes to units purchased from a secondhand location?

Yes, if it is a Canadian Model.

Are we allowed to provide unlock codes to units purchased from a different Country?

Yes with the original BOS, the document that the device is non-Canadian, and the name of the country in GCIC.

Are we allowed to provide unlock codes to customers requesting in bulk?

If a customer cannot provide where the device was purchased from and the carrier, we don't provide codes. In addition, we only provide codes to customers that purchased from Canadian retailers.

What if a customer is redirected by the carrier to contact Samsung to obtain the unlock code?

A carrier will not direct a customer to Samsung.

What if Cx denies providing details to file a 2k ticket saying that manufacturers must provide the unlock codes as per telecommunications laws?

Manufacturers are not required to provide codes. The law only applies to carriers in the Canadian market.

What is the approved count of unlock codes that can be provided on live chat? Beyond that limit, what should be done?

One code per customer should be the rule. However, if the customer is asking for 3 codes and provides justification, it's okay to provide. Example: a customer is requesting a code for their spouse and kids.

What is SIM Lock?

SIM lock is a technical restriction built into a GSM/HSPA/LTE devices to allow service providers to restrict the use of the device to specific countries and/or networks.

What are the types of models that qualify for the unlock code?

All Samsung devices to be unlocked are any HHP devices that have IMEI with GSM, HSPA or LTE Technology.

How will the agent locate the unlock code?

By requesting it from a Supervisor. The unlock code must be provided at the time of the call.

What are the steps to unlock a phone?

NCK and MCK unlock codes are 8 digits long. If they are missing a digit, then please add a "0" to the beginning of the code before providing it to the customer.

a) Turn off the device.

b) Change the carrier SIM that came with the device for a different one from another carrier.

c) Turn on the device (with the SIM card from a different carrier inside), and the phone will prompt you to input the unlock code.

d) Advise customers to enter the provided unlock code and press Accept/OK.

e) If the unlock code was entered correctly, then the device will go to the Home screen.

f) If the device did not accept the NCK code, then please request the MCK code by submitting your request to a Supervisor.

g) If there is an error after entering both codes, please advise the customer that they will need to send the device in for service at their own cost, and document these notes into the GCIC ticket.

MCK Code Input Process

1. Insert a different carrier SIM card.
   
   
2. Screen shows "SIM network unlock PIN."
   
   
3. Enter the MCK code (8 digits code) start with 0 if 7digits are provided. Only one chance is available. Do not make a mistake.
   
   
4. Click UNLOCK.
   
   
5. Screen shows "Network unlock request unsuccessful."
   
   
6. Enter the NCK code (8 digits code), and start with 0 if 7 digits are provided.
   
   
7. Click UNLOCK.
   
   
8. Screen shows "Network unlock successful."

How does the PUK [Personal Unblocking Key] code work?

A PUK (or Personal Unlocking Key) is a security feature on most mobile devices that protects your SIM card data. The PUK code is unique to your SIM card and is required when a SIM Card PIN code has been entered incorrectly multiple times.

When is a PUK needed vs. a NCK/MCK code?

The PUK code is unique to your SIM card, so you can only get this from your carrier. If incorrectly entered 3 times, then the SIM card will be locked and cannot be used.

How to unlock a PUK locked SIM card?

a) Turn the device on with the locked SIM card.

b) Customers will need to enter the PUK Code provided by their carrier and press Accept/OK.

c) Please note that unlocking the SIM card will not unlock the physical device.

GCIC Example on How to Email the Customer the Unlock Code

Note: Digital (chat) agents can share the unlock code with the customer via live chat if the code is instantly available.
 

1. Create the customer's account or enter it if already created.
   
   
2. In "Transaction Information" write down the: Serial no. & Model Code.
   
   
3. Select Symptoms: 1- Lock. 2- Carrier Lock. 3- Unlock Code. 4- Contact Service Provider.
   
   
4. Scroll down to Call back information and click E-Mail Edition.
   
   
5. When the email pop-up uploads, write the subject and body with the unlock code and click Send.
   
   
6. Click E-email Record next to "Email Edition" to confirm the unlock code has been sent to the customer via email.