I have been given a Samsung s7 edge mobile phone I bought a new sim from melita service provider and when it was put it requested sim unlock what...

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Hi Mary,

Thank you for waiting!

Are you still in contact witht he original owner of that phone?

the sim that you are inserting. It should be the same Carrier when it was with the previous owner.

That Phone was bought from a carrier and not from Samsung.

Carrier like normally put a lock on a carrier to prevent other network use because that phone was under a plan..

The only solution is for The original owner to call the carrier where it was bought and request for an Network unlock code.

If that phone's plan is finished with the carrier they will give her an unlock code. If the plan of that phone was not completed thru the carrier she will need to pay the original carrier the completion of the plan.

Let me know if this is clear to you.

That unlock code is only held by the original Carrier.

It is not found anywhere. also that lock is embedded on the firmware of that phone which means however RESET you do on the phone the Network or SIM services will always be locked unless it is unlocked.

Do you happen to know who is the previous carrier?

The charge was for your to post your problem and for us to assist you with the best of our capability.

Are you certain about the original carrier where this phone was bought?

EE or BT?

Yes but the SIM unlock depends on Where the phone was originally bought.

So, Are you 100 percent sure where the phone was bought? I need the exact one to check the sim unlock options.

Yes but from where exactly.

EE or BT?

If that is where it is bought.

Then the phone is SIM locked. And you will have or the original owner will need to call EE for the SIM unlock code. If that phone's plan with EE is completed she will just be given with the unlock code easily.

Here is a statement from EE itself.

It is possible.

Sometimes phone will have a list of operable SIM or network provider.

But again it will just boil down to one resolution.

Calling the company where it was bought and request for a sim unlock code.

Once that copde is typed in it is good to go.

Yes the sim will be recognized but the network service will not work.

I see,

Let me know what number I can reach you at and we'll try to do a reset on that phone and see how it goes.

ok for now do this.

First make sure the phone is off.

You can hold down the power button to select the off option.

Once the phone is off Let me know.

YES the phone that is having trouble with the unlock.

Make sure it is OFF

Hold down the power button until it gives you the option to power off.

Let me know once it is off.

Ok Now Hold down these two buttons

Vokume up and HOME

While you are holding down those two buttons ADD the power button hold it also until you get this screen

Let me know once you are on this page.

you have that screen?

you need to move the selection/highlight to Wipe data factory reset, use the volume buttons to go up and down.

once wipe data is selected press the power to select it.

then tell me what it says

Choose YES.

Use the up down to highlight YES and press the power to select it

ok now move the highlight to Reboot system now using the up and down volume then press power.

Then

Tell me what the next screen will be and don't choose any option yet after the reboot.

Ok tell me what the next screen is before you select any option

what happen if you choose dismiss?

ok Choose dismiss and insert your sim

That's ok.

Are you getting service or not?

What is on the page now?

Ok go ahead and complete the set up and let me know what happen.

Ok go ahead and agree.

Agree

Yes Just choose i agree

number 4

i agree

Yes Go ahead and agree

Yes you will have to agree to it.

Can   you tell me the exact message?

Have you set up a google account on this phone before?

Ok go and enter you account in there and your password when i ask for it.

Do not reset your password.

Just remember the one you used.

Dont change your password as it may prolong the registration.

Just cancel the change password and use your original password that you registered it with.

Resetting your password may take 3 to 4 days to take effect in the phone unlock.

If you can't remember,  Proceed wih the password change. Make sure that you remember what you change it into because you will use that new password after 3 days.

After changing your password turn the phone off and set it up again after three days. Because the new password will not be accepted not after three days.

You can always get back this page anytime tomorrow and send me a message.

Dot not restore it. i beleive there is an option there to start as new.

don't restore

You can choose not to?

Yes

What are your options.

you can approve all of those that is fine.

 you can skip

dont restore

Finish.

then check if you got service

I'm sorry mary But I gues that confirms it that the phone is network locked.

It means you can only use a sim which network was allowed to it to work.

as per Samsung The only person who can unlock it was the original carrier.

Otherwise.

Some Cellphone technician can get the Sim unlock removed. But that has to be done by a local technician in your area because the phone needs to be conncted to a computer for processing.

Dear Mary, It was a pleasure helping you with your Samsung issue today. Here is a summary of the resolution.
Issue identified :

SIM card unlock prompt

Solution Implemented :

Advised customer that the phone is network locked and will need the unlock from the original Carrier of the phone.

Tested performing a reset

REset completed by returned an invalid sim PIN prompt

Advised that She will either need to ask the original owner to obtain the network lock code or bring it to a local tech for network unlocking service

Answer Accepted

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