topic Re: Unlocking my iPhone 11 in Archived Posts

Unlocking my iPhone 11

Euan11 — Tue, 12 Oct 2021 18:03:17 GMT

I am looking to unlock my iPhone 11 as I have now changed providers and my contract has ran out. I have confirmed that my number has changed to the new provider.

However, I am unable to unlock my device as my EE account has been suspended/closed. How can I unlock my device if my EE account is no longer functional?

Re: Unlocking my iPhone 11

Chris_B — Tue, 12 Oct 2021 18:29:01 GMT

@Euan11 If you’ve got the from EE device it is automatically unlocked after 17 months.

What network sim are you trying to use in the device now ?

Re: Unlocking my iPhone 11

Christopher_G — Wed, 13 Oct 2021 06:59:10 GMT

Hi @Euan11

Welcome to the community.

As @Chris_B said, it's possible that the phone is already unlocked. Have you tried a different network's SIM card in it?

Chris

Re: Unlocking my iPhone 11

Euan11 — Wed, 13 Oct 2021 11:27:03 GMT

I have tried adding my new SIM card to the phone however it takes me to the Apple home screen and says 'Activation Required'. It then says my device needs to be unlocked and to contact your network provider which was EE.

@Christopher_G

Re: Unlocking my iPhone 11

Euan11 — Wed, 13 Oct 2021 11:26:37 GMT

@Chris_B Vodafone SIM card

Re: Unlocking my iPhone 11

Christopher_G — Wed, 13 Oct 2021 12:25:06 GMT

OK thanks, @Euan11

Did you get the iPhone on contract with EE directly?

Chris

Re: Unlocking my iPhone 11

Euan11 — Wed, 13 Oct 2021 12:56:24 GMT

I got the phone from affordablemobiles and got an EE contract straight away with the monthly payment of the phone.

@Christopher_G

Re: Unlocking my iPhone 11

Christopher_G — Wed, 13 Oct 2021 13:19:09 GMT

OK, thanks @Euan11

I'd recommend going through our online unlocking form to request for it to be unlocked.

Chris

Re: Unlocking my iPhone 11

Euan11 — Wed, 13 Oct 2021 13:31:39 GMT

I have tried this multiple times. Entering my IMEI number on the form leads me to a page saying my device is locked to EE.

Whenever I click the unlock with my EE button and enter my details, it takes me to a page displaying a login error.

"What happened?

Sorry, we were unable to complete your request right now. Please try again later."

The only other option I can click is done so this method does not work.

Any solution?

@Christopher_G

Re: Unlocking my iPhone 11

Christopher_G — Wed, 13 Oct 2021 13:42:38 GMT

How strange, @Euan11

I'd recommend trying on a different device, and if the same thing happens, contact our Mobile Care team so they can process it manually for you.

Thanks

Chris

Re: Unlocking my iPhone 11

Euan11 — Wed, 13 Oct 2021 13:51:56 GMT

Thanks @Christopher_G

I don't have another device I can enter the new SIM card in.

Is there another way I can contact the mobiles team as the number is no longer with EE so I can not make any calls/texts at the moment.

I have tried to find the live chat option however this doesn't appear for me after waiting for a while.

Re: Unlocking my iPhone 11

Christopher_G — Wed, 13 Oct 2021 14:31:08 GMT

Do you not have an active phone line at all, @Euan11?

The live chat should be working. Could you try on a different device please?

Chris

Re: Unlocking my iPhone 11

Euan11 — Wed, 13 Oct 2021 14:37:56 GMT

I do not have an active phone line.

I have tried on 2 devices to access the live chat. Is there a link I can go to directly?

If not, will I be able to unlock the phone in store?

@Christopher_G

Re: Unlocking my iPhone 11

Christopher_G — Wed, 13 Oct 2021 14:46:38 GMT

The store will be able to help you get in touch with customer services, who will be able to process it for you, @Euan11. 🙂

Chris