puk

[#1]

Hi,

This is an odd one 🙂.  After too many failed attempts to login to my mobile phone I have this message on the screen:

"sim card locked.  enter puk.  contact your service provider for details"

Plusnet Mobile closed down in June and the accounts were passed to EE.  I can't get to speak to anyone at Plusnet and EE, though helpful, don't have any record of my mobile number.  (The chap at EE said that this was not a manufacturer's issue (samsung) but a security measure by my provider)

I am floating somewhere in limbo and can't find any help from Plusnet.

I have a broadband and landline account with Plusnet, and I'm still paying Plusnet the same (about £42 per month) as before they shuttered the mobile service.

What's my next move? All advice gratefully received

[#2]

To log into what on your mobile phone?

[#3]

Moderator's note:
Thread moved from Broadband to Everything Else

[#4]

@philipk 

When you moved to EE I assume that you removed the Plusnet SIM card and inserted a replacement EE one?

Accounts were not just passed to EE, a new EE account with EE and SIM had to be obtained. Assuming you have done that I'm afraid that this is an EE problem.

[#5]

I have a broadband and landline account with Plusnet, and I'm still paying Plusnet the same (about £42 per month) as before they shuttered the mobile service.

@philipk Plusnet mobile was always completely separate, including billing, from Plusnet broadband.

You would have been billed separately for your mobile account by Plusnet mobile and if that has been transferred to EE , then they would have been billing you since then.

The PUK code is unique to the SIM card and would have been on the packaging/card that EE supplied when you transferred.

If you can't find it, then EE should be able to supply it.

Plusnet Mobile closed down in June and the accounts were passed to EE.  I can't get to speak to anyone at Plusnet and EE, though helpful, don't have any record of my mobile number.

If you transferred to EE then they MUST have a record of your phone number!!

[#6]

sim card lock and screen lock both need separate passwords to unlock.

[#7]

I don't recall doing this but I'll check. (I'm not being billed by EE, only Plusnet, and the monthly sum is the same)

[#8]

Thanks for the information.  I'll start checking.  Much obliged for the pointers to all who answered. 👍

[#9]

@philipk 

If you still have a Plusnet SIM card in the phone it’s quite possible that your number is lost and unrecoverable.

As @MisterW has stated, the mobile phone service was never a part of your Plusnet ‘broadband’ account in that it was charged separately.

[#10]

I've been locked out since about 10am this morning  (oooh painful)🙂

[#11]

Hi Chaps,

As you all stated, mobile accounts were entirely separate from broadband; plusnet never did combine the charges for these two services.  The mobile service halted in June 2024.  I discovered by painstakingly checking all my records that at the end of 2023 I transferred to another provider.

I searched by bank statements and found payments to H3G which is related to 'Three' mobile.  Their help page very easy,  I completed their form, spoke to someone on the tech side and received my puk** immediately via email.  All done in about 6 hours. 

Beneficial experience.  I'll now set up precautions for a lost phone

Many thanks for your prompt help

Much obliged

philipK

**The PUK (Personal Unblocking Key) is a code consisting of 8 digits. It is used to unblock your SIM card when you  have entered a wrong PIN code 3 times