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[#1]

Hi,

I'm typing from Portugal and I didn't really know where else to go to ask for help, I couldn't find an e-mail address and the english speakers assistance number told me they don't deal with cell phones. Here is my question:

I was given a Lumia 925 from Orange as a gift in the summer of 2013, and it was already unlocked (more than 3 months had passed after being bought so it was unlocked for free). I used it in Portugal for over a year, but it started malfunctioning (losing network signal randomly) and I took it to Nokia Care this january (here in Portugal). There, they tried fixing it once, it didn't work, so they gave me a replacement phone. Since the 925 was discontinued, they upgraded it to the Lumia 930. However, it was given to me locked to Orange (and customized with the Orange software).

Now I can't use it in Portugal because it's locked, and I can't unlock it on the unlocking website ( https://m.espaceclientv3.orange.fr/desimlockage ) because I get a message saying the unlocking code isn't on the database.

This is not a new phone, it's a replacement for a phone bought to Orange in 2013. I should be able to unlock it like I did on the Lumia 925.

I have the IMEIs of both phones, and the repair papers from Nokia as evidence of both IMEIs. How can I unlock the replacement phone?

Thanks very much in advance.

[#2]

bump

[#3]

I could really use some help, there's no other way I can reach someone at Orange, and I can't use my phone, and won't ever be able to, if this doesn't get solved.

[#4]

Bump

[#5]

I have this phone for over 6 months and I still can't use it. I don't know what to do about this. Apparently I have to keep the phone on the Orange network for 72 hours for it to appear on the database, to unlock it online. I'm from Portugal, I don't know how to do that. I'm getting really tired of this problem.

[#6]

I also have problems activating a Mobicarte Orange card in my phone. NO support and nothig but error messages on the Orange website (i.e the card is not activated so I can't get support). I am from the US and I thought AT&T was the worst phone service ever. Was I wrong, Orange has taken the top spot for the WORST customer service. I've been to an Orange store and they said they would activate the SIM card the next day. They did not. I went to another Orange store today, waited 45 minutes to talk to someone and finally walked out with no support. What a bunch of crap! NEVER, EVER SIGN UP WITH ORANGE!!!! My last **bip** to France, I bought an SFR card for my phone, it fired right up and worked without issue for weeks (even an easy, no problem recharge). USE SFR, NEVER ORANGE!!!! I would say to call me, but the Mobicarte Orange SIM card won't allow voive calls to my phone (in or out!). So far they have stolen 40e from me...no more. I would rather spend another 20e more and get reliable SFR sevice!

Orange, if you care, please text me (again, voice does not work!) if you would like to discuss my issues.