sim pin puk Issue

[dubwisedude]

Since about a month, I own an Alcatel One Touch A392CC.  When first exploring the phone's settings, I engaged the sim card pin prompt.  A telus representative unlocked the device for me, after which she adjusted its settings to disallow the sim card pin prompt.  I later entered a personal access code just for opening and using the phone.  All worked fine.

After about one week of non-usage (phoned was powered off), I opened the phone with my access code and, right after, was again prompted for the sim card pin.  I didn't know what to do, the telus representative presently in the local store didn't know what to do, I played around a bit, exhausted my options, and am now prompted for the puk code, the one unlocking the sim card.

How do I get it all working again and how can such an issue be prevented in the future?  What puzzles me most is why the sim card pin prompt reoccurred when it was supposedly disengaged in the phone's settings?  Does this has to do with the phone's inactivity for about a week?

[NFtoBC · Accepted solution]

While the PIN issue you experienced confounds me, I do know that the only way to get a PUK code is by contacting Telus directly. The CSR may have more info about the PIN when you chat.

[ElvinSloth]

Your device is asking for a "PUK" (Personal Unlocking Key) it's a security feature on most mobile devices that protects your SIM card data.
The PUK code is unique to your SIM card and is required when a SIM Card PIN code has been entered incorrectly multiple times.
If you don't have the PUK code of your SIM Card, you can contact the customer service of your service provider.

The PUK code can be obtained from the carrier, after they verify you are the rightful owner of the SIM and contract.
If the SIM is a prepaid, the PUK code is sometimes printed in the card holder. After you get the PUK, enter it into your phone and enter a new PIN.
After this, you can unlock the SIM with the new PIN you specified.

Note: DO NOT try to guess the PUK code yourself, if you enter it wrong three times,
the SIM will be permanently locked and you'll have to get a new SIM from your carrier.

[Ray67]

I have a relatively new number SIM for my phone (Oct17). Recently I decided I wanted to protect my SIM with a PIN code. I was not given a PIN code or PUK for my new SIM from Telus. The security code does not work and the Telus office did not know a default number. I tried this at a Telus office. After 2 tries I stopped because if the 3rd attempt was wrong I would be locked out. The telus office said I would have to pay $20 for the PUK or to unlock the SIM.

My previous country the PUK was supplied with the SIM to be kept in a safe place in case of need and the default PIN would be something like 1234 that could be changed at anytime. Any problems like this would be handled free or for minimal charge at the service providers office.

[Nighthawk]

You normally can set your own PIN for a SIM card and you only need the PUK code if you forget that PIN number. That's how it's worked for me on an iPhone for many years unless something has changed with really new SIM cards. I've never heard of anyone getting charged to get their PUK code and none of the previous posts on the forums here about the PUK code have mentioned it. I've even had to get mine once when I locked the SIM while travelling. 

[Ray67]

Thanks. I'll try another Telus office.

[Nighthawk]

Try phoning in or online chat. Would save you a trip to the store. 🙂