08-02-2023 04:31 PM
Having moved my two Sims from BT in November, both Samsung phones work OK, but when I look on My EE they are both shown as unknown & locked? I followed the link to unlock and every time I enter to 15 digit IMEI number I get the same message "Sorry, something went wrong on our end. Please enter your IMEI again or come back later" and after several attempts on different days I have given up.
Can any body help or is there a number one can call as 150 was a waste of time and I wished I have stayed with BT
Solved! See the answer below or view the solution in context.
09-02-2023 10:32 AM
Hi @Shamus57,
Welcome to the EE Community. 🙂
If your phones were purchased unlocked, My EE must be incorrectly stating that they're locked to EE.
I'm sorry for any inconvenience this has caused.
James
08-02-2023 04:42 PM - edited 08-02-2023 05:08 PM
When did you buy these phones? All new phones sold after Dec. 2021 are sold unlocked.
09-02-2023 10:16 AM
They were both purchased unlocked mine a refurbished S9+ and my partners a new M42 just over a year ago
09-02-2023 10:32 AM
Hi @Shamus57,
Welcome to the EE Community. 🙂
If your phones were purchased unlocked, My EE must be incorrectly stating that they're locked to EE.
I'm sorry for any inconvenience this has caused.
James
10-02-2023 01:29 PM
Hello James,
How do I correct this error as I have just tried again with the IMEI number and the same error message!
10-02-2023 01:31 PM
10-02-2023 01:34 PM
As you bought these phones unlocked you don't need to unlock them via the unlocking form on the EE site using your IMEI.
Have you tried a non-EE SIM in them?
10-02-2023 01:49 PM
Hello James,
So it sounds like I just ignore I have two unknown phones on my account and they are both shown as locked. Unable to reply earlier I was unable to get onto EE with PC or App!
10-02-2023 04:25 PM
Hi @Shamus57
If you don't recognise these phones, you should report this to our Customer Care team so they can investigate for you.
Jon
13-02-2023 11:07 AM
Thanks Jon,
I will call the number mentioned on an earlier reply.
Wish me luck