topic Re: unlock digital solution in Mobile Services

unlock digital solution

ALMacL — Tue, 16 May 2023 07:41:42 GMT

Just left ee and discovered phone is locked (Android Huawei P20 Pro). Tried calling but can't get through to speak to a real person since contract has ended.

Found "digital solution" to unlock and tried entering IMEI a number of times over the last 24 hrs. Get this message every time:

"Please try that again

Sorry, something went wrong on our end. Please enter your IMEI again or come back later"

Obviously checked IMEI is correct a few times.

Can you help?

Re: unlock digital solution

Leanne_T — Tue, 16 May 2023 08:33:38 GMT

Hi @ALMacL

Thanks for coming here.

Have you tried another network SIM in the phone to make sure this is not already unlocked?

Speak soon 🙂

Leanne.

Re: unlock digital solution

ALMacL — Tue, 16 May 2023 09:01:49 GMT

Hi Leanne

Smarty SIM throws up "SIM Network Unlock NCK" message

Thanks

Re: unlock digital solution

Leanne_T — Tue, 16 May 2023 09:22:31 GMT

Thanks for checking @ALMacL

In this case, please call us on 0800 956 6000 no number will be needed to speak to us.

Leanne.

Re: unlock digital solution

ALMacL — Tue, 16 May 2023 09:25:02 GMT

Cheers Leanne- will call shortly

Re: unlock digital solution

Leanne_T — Tue, 16 May 2023 09:26:22 GMT

No problem @ALMacL

Let me know how you get on 🙂

Leanne.

Re: unlock digital solution

VHP — Fri, 23 Jun 2023 18:20:09 GMT

Hello Leanne_T,

I've spent many hours/days now trying to resolve this, so I hope you and the original poster don't mind me tacking my request for help onto this, but I'm in exactly the same position and I've tried the 'digital solution' many times to unlock the Samsung S9 phone I have bought which is locked to EE, and I also just keep getting:

"Sorry, something went wrong on our end. Please enter your IMEI again or come back later"

I've also tried the 0800 956 6000 number but when I select 'Unlocking the phone', it just directs you to the 'digital solution' web page, which of course is of no use!

I have unlocked a Samsung S7 about 6 months ago with no problem using the unlock web page, so why am I having the hassle with the Samsung S9 as it's clearly locked to EE, and yes, I have tried another SIM card to prove it is locked.

I am now just going round and round in circles and because I can't actually talk to anyone I can't get an answer as to why I'm getting the "Sorry, something went wrong on our end. Please enter your IMEI again or come back later" message, .... is this message implying the phone is lost or stolen(??), because I have done several checks and I keep getting back that it is fine.

Stangely if I go to the EE Trade-In page and put the IMEI number in it comes back and shows all the correct details for the S9 phone I have and offers a price for it, so it seems I can sell it to EE but I can't get it unlocked!

So could you possibly tell me please how I can proceed with this?

Thank you very much for any help.

Regards,

Vince.

Re: unlock digital solution

James_B — Sat, 24 Jun 2023 07:46:46 GMT

Hi @VHP,

The error message could be triggered by the phone being blacklisted.

I'd recommend speaking to our live chat team at ee.co.uk/contact-ee/account-billing/mobile who'll be happy to check for you.

James