I don't have access to calls/texts; can I receive assistance?

Matthew P. #2256 · February 2019

TLDR: I entered the wrong PIN/PUK code too many times on the SIM card and now I have no access to my number

I have been using a CDMA phone with PC Mobile for years and decided to switch to a smartphone. I ordered a Fizz SIM and put it in a Samsung S7 Edge that was locked to Bell previously.

The SIM needed a PIN to unlock, so I entered a bunch of PIN combos to see if I could unlock it (this phone had belonged to a relative, and I generally know their PINs for things, and vice versa). I couldn't unlock the SIM; no problem: I would wait for the phone number to transfer, use Fizz's PUK code and things would OK.

The number gets transferred, and now I have access to the "Unblock SIM card" option in "Manage Plan". Then I see this:

Be careful! If you mistype your PUK code 10 times, your SIM card will be permanently blocked, requiring you to order a new one.

*If you correctly type your PUK code and your SIM is still blocked, your SIM is out of service. Order a new SIM.

Now I don't have access to my number at all and I'm being told to spend more money...

I emailed ticket@fizz.ca at 4:30 PM UTC-5 today and haven't received a response back. I'm helpless and frustrated and I need assistance from someone who works for Fizz to rectify this.

ReneD · February 2019

Unfortunately Matthew, if you entered the PUK code from Fizz to many times in your phone, you have locked your phone permanently unless you contact Samsung directly. They're the only ones able to give you a master unlock code.
Samsung "Enter PUK code" message is misleading a lot of customer.
Fizz's SIM card are not locked unless you have set a PIN# by yourself.
Therefore, the code you were asked for, should have come from your hold provider(Bell) for free.
If you have not entered any code, then just reach out to Bell and they will give you the related code to unlock your phone from Bell, for free.
Chizz

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