Level 1: Cadet

Network access


About 2 years ago I bought a Samsung phone outright from Telstra for $189. I used it since then with a Telstra contract.

I recently transferred to TPG, but am unable to access mobile services because it is asking me for a Network unlock code.

Can I have a network unlock code please. 

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Community Manager

Re: Network access

Hello @Christine_Luiz,


Thanks for your message.


A handset purchased from a Telstra store for $189 would most likely be a Pre-Paid (locked)

handset, not an outright handset.


You may have used a sim card for a Telstra Plan, but as the handset was sold as a Pre-Paid device, 

it would be locked to the Telstra network.


The good news is after 2 years there is no fee to unlock a Pre-Paid handset, but you will need

to get in touch with customer support to provide the unlocking code.


To contact us, please download and open the My Telstra App, sign in then head to Get Help and 

click on the blue message icon. The assistant will have a few suggestions, then notify a team

member to assist further. We then respond to every message, in order of urgency.


Another factor is the handset would be configured for the Telstra network, even once unlocked there may

be issues connecting to other networks, as they may use different frequencies. 



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