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Raahee's profile

Tutor

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12 Messages

Thu, Jan 31, 2019 4:32 PM

Unlock my Samsung J3 (2018)

I have been trying to get AT&T to unlock my phone for over three months.  After inserting another provider's SIM card, the unlock code provided by AT&T have not worked.  Now, upon rebooting, the phone is asking for "SIM network PIN blocked. Enter SIM network PUK". 

 

How can I get the SIM network PUK so I can continue to use my fully paid phone?  Thanks,

Accepted Solution

Official Solution

ATTHelp

Community Support

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203.7K Messages

4 years ago

Hi, @Raahee,

 

We'd love to help with this. Sign into your myAT&T account and follow the steps to get your PUK code.

 

Have a great weekend!

 

James, AT&T Community Specialist

Tutor

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12 Messages

4 years ago

This doesn't help as I no longer have access to my AT&T account.  How else can I get the SIM network PUK to unlock my phone?  Thanks,

ATTHelp

Community Support

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203.7K Messages

4 years ago

Thanks for the feedback @Raahee!

 

In order to better assist you with your inquiry, did you previously had an AT&T Postpaid or Prepaid account with us? Did you entered the PUK code over 10 times which caused the blocked SIM? What locked device you currently have?

 

If the SIM has been blocked after 10 PUK code attempts, you would need a new SIM card. You can also visit your local AT&T Store for a new SIM card.

 

Have a good day!

 

Dwight, AT&T Community Specialist

Tutor

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12 Messages

4 years ago

My phone is the Samsung Galaxy J3 (2018) version [SM-J337A] from AT&T.  I had been with AT&T for many years on a postpaid account with monthly billing. 

I was told to insert a SIM card from another provider and enter the unlock code provided by AT&T when prompted.  However, I tried entering the code that AT&T kept sending me multiple times which never worked and locked the phone. 

The phone is now asking for "SIM network PIN blocked. Enter SIM network PUK".  Given this message, I'm not sure if I need a different PUK or a new SIM card.  If I need a new SIM card, would it be from AT&T or from the different provider?

Thanks,

ATTHelp

Community Support

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203.7K Messages

4 years ago

Thank you for that information, @Raahee.

 

If you have inserted a SIM card from another carrier but are being asked for a PUK code. Then you have locked your SIM card. You will need to contact the other carrier and ask them to provide you with the PUK code. Have a great day.

 

Makaela, AT&T Community Specialist.

 

Tutor

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12 Messages

4 years ago

Thank you for your response; however the feedback you provided is NOT the solution.

The SIM card is NOT locked as I have tried with multiple SIM cards from different carriers.  No matter which carrier's SIM card I insert into the phone, the phone requires the network PUK code which can only be provided by AT&T - because the phone has been locked by AT&T.  It's an AT&T phone which has been fully paid for and is eligible to be unlocked (by AT&T). 

Please discuss with your supervisors or managers in order to provide the network PUK code for the message: "SIM network PIN blocked. Enter SIM network PUK".   Note that the message provided by the phone may be misleading - but the SIM card is NOT locked; it is the phone that is locked to the AT&T network and is needing the network unlock code.

Thank you.

Tutor

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12 Messages

4 years ago

I guess AT&T is unwilling (or incapable of) providing the necessary information to unlock my phone that is eligible to be unlocked.  This can not be such a difficult task.

The phone only works with AT&T SIM cards BECAUSE IT IS STILL LOCKED by AT&T.

However, the phone asks for a network PUK when I insert another carrier's SIM card - and AT&T is unwilling to provide this key information.

 

 

Contributor

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1 Message

4 years ago

@Raahee Have you resolved the issue?  I have the same problem not able to unlock the fully paid for AT&T Samsung J3 (2018).

 

Tutor

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12 Messages

4 years ago

No.  And after spending many hours over several months with AT&T support, I have given up.  Still have the phone and it's collecting dust.

This can not be such an impossible task, just need to have someone with an ability to understand the problem and providing the recommended steps and the unlock code.  However, AT&T chooses to be difficult and irresponsible and AT&T will never get my business again.

I suggest not wasting your time.  If however, you do pursue it and find a resolution, please share the same with the world.

Thanks,

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