I have a Telstra bought unlocked Samsung Galaxy 8 which was repaired at Samsung Melbourne Central recently. The LCD and both back and front screens were replaced. The phone was reset and now it is network locked and won't accept any sim card, including a telstra simcard. Through the imei the phone has been verified as a Telstra phone and that it should be unlocked. Thus a network pin code doesn't exist to unlock the phone. The phone was taken back to Samsung and a technician spent less than a minute to say that it couldn't be fixed by them. Telstra consultants have said that Samsung will need to fix the problem. A solution exists but I've yet to speak with a savvy consultant whom will contact Samsung to work out how to generate an unlock code. Any takers?
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@GARNZ. In this case, it is Samsung who have caused the problem and yet you are expecting Telstra to be able to fix it.
Telstra haven't sold any network locked Samsung Galaxy S8 phones, so why would you expect them to know what has happened? You took it to Samsung, they reset it, and in the process have managed to network lock it to a carrier other than Telstra. Samsung are the ones who are obliged to, and have the capability, to fix the problem. Telstra can only get network unlock codes for phones that have been network locked to Telstra.
As far as any grammar problem, the answer that was given was clear, concise and correct, so you can stop your prejudices right here and now.
I'm not prejudice, poor English grammar is poor English grammar! The only time I ever read poor grammar is from people for whom English is a second language or whom don't reside in Australia. I was surprised because it's the first time, I've read it from an employee of a professional organisation such as Telstra. I wasn't being derogatory nor was it to be insulting. The grammar is irrelevant but something to be mindful of when communicating with people with poor English comprehension capabilities. Fortunately, I'm able to connect the dots, but I know that people would be easily confused. Thus, the answer wasn't clear or correct.
Revise what was previously stated and correct me if I'm wrong. Samsung provide the hardware and the telco impose the network locks? I stated that the phone was a Telstra unlocked phone. I also stated that the phone was reset, imposing a network lock on the phone. Also stated was to eliminate issues such issues, unlock codes should be generated on the premise of "just in case". One only has to think of the Titanic, the "unsinkable" ship, to know that the unthinkable occurs.
So far, no one in this thread has directly identified as a Telstra Employee (except for me now)
Please remember that CrowdSupport is a customer forum that is moderated by Telstra Staff. It's also contributed to by a number of Staff in their "down time".
The vast majority of comments and posts here are made by fellow customers.
Without wanting to draw attention to grammar claims, these statements are unnecessary. Further comments that could be viewed as an attack or that do not contribute in a meaningful way to the thread will be removed.
To answer your question:
I would hazard a guess that when your phone was repaired by Samsung, it was potentially flashed with another carriers firmware which imposed the lock. Likely a carrier that does indeed lock their phones.
If this is the case, Telstra definitely have no way to request an unlock for another carriers firmware.
You will need to discuss your options with Samsung.
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