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Support

Device Unlocking FAQs

How can I tell if my device is unlocked?

Devices sold after December 1, 2017 come unlocked or have an unlock code sticker/identifier on the box.

To check if your device is unlocked, you’ll need to insert another carrier’s SIM card into the device. If you’re prompted to enter an unlock code, the device is not unlocked.

For assistance determining if your device is unlocked or help unlocking it, please contact us!

Are there any prerequisites before I can get my device unlocked?

Your account must be in good standing with no past due balances and the device being unlocked cannot be on the national blacklist of wireless devices that have been reported as lost or stolen.

How do I unlock my wireless device?

If you don’t know your device’s unlock code and it isn’t on the side of the box, follow these steps to get it:

  1. Find your device’s IMEI number:
    1. Go into the dialer as if you were going to dial a friend and enter: *#06#
    2. Alternatively, you can find the IMEI number in: Settings > About
  2. Once you’ve found your device’s IMEI number, contact us with the 15-digit IMEI ready:
    • For Apple devices:
      1. We will unlock your device remotely.
      2. To complete the unlocking process, you must back up your iPhone, erase it and then restore it with another carrier’s SIM card.
    • For non-Apple devices:
      1. Once you receive your unlock code, simply insert another carrier’s SIM card and the device will prompt you to enter it.
      2. Carefully enter the unlock code. If you enter it incorrectly too many times, you may permanently lock the device. If your device becomes permanently locked, you’ll need to send it in for repair through our repair program before you can re-attempt unlocking.

How do I unlock my Fido Home Phone device?

* Instructions apply to ZTE WF720, WF721 and WF722

  1. Contact us and we will provide you with an unlock code.
  2. Ensure that your home phone or cordless phone base station is plugged into the home phone adapter.
  3. From the connected home phone, dial *983*86* followed by the unlock code provided to you by the Fido agent and the pound sign (#).

    I.e. *983*86*< unlock code >#

How do I unlock my RocketTM mobile internet device?

* ZTE MF970 Rocket Mobile Hotspot

First, contact us and we will provide you with an unlock code.

Once you’ve got an unlock code, follow these steps to unlock your device:

  1. Insert a non-Fido SIM card into your ZTE MF970 Mobile Hotspot and power on.
  2. Connect a PC or smart phone to the device by WiFi.
  3. Launch the web browser.
  4. Enter 192.168.8.1 into your browser’s address bar.
  5. Enter the password (admin is the default password. Please change this to something more secure afterwards, if you haven’t already).
  6. Enter the unlock code.

Do you charge for unlocking a device?

As of December 1, 2017, there are no fees to unlock a device.

Is there a wait period before I can unlock my device?

As of December 1, 2017, there are no wait periods before you can request for your device to be unlocked. Devices sold after December 1, 2017 should already be unlocked.

Can I unlock a device that I bought from another carrier?

We can only unlock devices that were purchased directly from Fido.

What devices are compatible with the Fido network?

If you’re bringing an unlocked device to our network, it must be compatible with our network—which uses GSM, UMTS, HSPA and HSPA+ at 850 MHz and 1900 MHz.

To access our LTE network, the phone must be compatible with:

  • 700 MHz on Band 17
  • 1700/2100 MHz on Band 4
  • 2600 MHz on Band 7

Will unlocking affect the way my device works?

If you're using another carrier's SIM card with your unlocked Fido device, some settings or features may not function properly as they're configured for the Fido network.

Am I still subject to my term commitment if I unlock my device?

Yes. Unlocking your device doesn’t affect your device balance or term commitment.

Does unlocking my device void my warranty?

If your device is unlocked by Fido, it will not void your warranty.

If I unlock my device, can I use it anywhere in the world?

Yes, provided there is service in that area on a network compatible with your device. You’ll need to insert a local carrier’s SIM card to use your device elsewhere.

Be sure to check out Fido Roam and our other great roaming options.

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