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Jeffrey B
Jeffrey B, Specialist
Category: Android Devices
Satisfied Customers: 5535
Experience:  ICT Support 1/2/3/ Line at Peopleware
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We purchased a phone for my daughter, the, or at least that

Customer Question

We purchased a phone for my daughter, Laura the idiot, or at least that is what I feel like calling her. We got the unlock and unfreeze code etc from EE through previous owner. Gave it to her but she was to embarrassed to tell us she had blocked the phone by inserting her virgin SIM card and kept putting in the pin to that which has blocked the phone. Any way of going back to reset and starting over?
JA: When were you last able to use your phone?
Customer: It was in the new phone (reset mode?) when we bought it And we had the unlock and unfreeze code but she couldn’t wait for me to send it over.
JA: Have you tried a Factory Reset? This will erase the phone's contents, but the Smartphone Expert can walk you through restoring your photos, contacts and other data from a backup (if you have one).
Customer: We don’t need the contents as previous owner already put it back to factory settings. It now says insert MRK CODE BUT THAT IS THE
JA: Anything else you want the Smartphone Expert to know before I connect you?
Customer: unfreeze code and the phone isn’t taking it.
Submitted: 1 year ago.
Category: Android Devices
Customer: replied 1 year ago.
File attached (S63PM2M)
Customer: replied 1 year ago.
Do you require any other information? IMEI NUMBER PERHAPS?
Expert:  Jeffrey B replied 1 year ago.

Hello, my name is*****'m happy to assist you today with your cell phone, Lets get started!

I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Can we please try the following:

Try powering off the cell phone, pull the power cable out of the cell phone, wait for 1 minute, then put the power cable back in. After this try again.

What is the model?

Please let me know how this goes.

Kind regards,

Jeffrey

Customer: replied 1 year ago.
The phone is a Samsung s10
Customer: replied 1 year ago.
The phone is with my daughter so I have to pass on the instructions.
Customer: replied 1 year ago.
I do not want secure remote assistance. Please ignore that request
Expert:  Jeffrey B replied 1 year ago.

understood, thank you

who is your provider?

Kind regards,

Jeffrey

Customer: replied 1 year ago.
It was EE but is going to her server of Virgin
Expert:  Jeffrey B replied 1 year ago.

great

is the samsung phone simlock free?

Kind regards,

Jeffrey

Customer: replied 1 year ago.
The phone was in factory mode ready to be unlocked with EE unlock and unfreeze code as you can see it is blocked as she put her virgin sim in and used her pin instead of the codes given by EE. The switching off as you instructed didn’t work
Customer: replied 1 year ago.
I received another email but there is no further message just the same. So assume it was an error.
Expert:  Jeffrey B replied 1 year ago.

understood, thank you

What is the error message showing?

Kind regards,

Jeffrey

Customer: replied 1 year ago.
As in the photo I sent earlier
Expert:  Jeffrey B replied 1 year ago.

Thank you,

I have not received the photo yet.

Kind regards,

Jeffrey

Customer: replied 1 year ago.
File attached (VPM45QP)
Customer: replied 1 year ago.
I sent the photograph again yesterday. But have not heard from you since.
Expert:  Jeffrey B replied 1 year ago.

i am so sorry, i somehow missed this message.

i am available all day.

Kind regards,

Jeffrey

Customer: replied 1 year ago.
Any further suggestions or recommendations as I am now thinking of sending it to Samsung?
Expert:  Jeffrey B replied 1 year ago.

Thank you,

i do see services to unfreeze your samsung s10 here:https://www.ebay.co.uk/itm/Unlock-Code-For-Samsung-Galaxy-S10-S10-S10e-Virgin-Vodafone-O2-EE-Tesco-Orange-/323711888525

Please let me know how this goes.

Kind regards,

Jeff