Port out failure

[Bstew]

My phone number was ported out from Telstra last week and I have since received an email from AGL saying my sim is activated. However my mobile is asking for a sim lock code and saying network locked. Telstra said it’s an issue for my new provider, AGL is saying to contact my old provider. Neither can help and I am left with a mobile account I cannot use. When AGL offered me this deal for mobiles I was told it would be a quick and easy changeover. Very disappointed. 

[Sheena_AGL · Accepted solution]

Hi @Bstew,I can't imagine how frustrating this experience has been for you and thank you for reaching out to us regarding it.

There are a couple things that can be causing this issue;

- The first one being if your handset is locked to a provider, you would have to go to the store you got the handset from, and they will provide you with a network unlock code.

- The next one is if it would be asking for a PUK Code. If it is, we will need to get this raised to our Service Delivery team so we can get this code for you.

I recommend you contact us via our live chat platform. Alternatively, if you can provide me your account number, we can take a look at the account and send the code to you via email.

Warm regards, Sheena
AGL Telecommunications