topic Re: Re: help please. Phone locked so how can I contact EE? in Archived Posts

Re: help please. Phone locked so how can I contact EE?

1taib — Wed, 07 Oct 2020 12:12:08 GMT

Hi,

Is it possible to unlock a device that hasn’t been on contract for 6 months yet, as I have an iPhone 11 which is currently locked and I am struggling to unlock it, I’ve attempted to unlock it through the my ee app but it just says my device can’t be unlocked - that’s it no explanation as to why.

Re: Re: help please. Phone locked so how can I contact EE?

XRaySpeX — Wed, 07 Oct 2020 12:15:38 GMT

@1taib : No, EE own it for the 1st 6 months during which you cannot alter its state.

Re: Re: help please. Phone locked so how can I contact EE?

1taib — Wed, 07 Oct 2020 12:31:27 GMT

Hi,

I'm not currently paying monthly, and I have a normal pay as you go sim inserted, does this change anything at all. Or do i just have to wait 6 months.

Re: Re: help please. Phone locked so how can I contact EE?

XRaySpeX — Wed, 07 Oct 2020 12:47:13 GMT

No, @1taib , if you bought the phone directly from EE as PAYG, you can have it unlocked immediately.

However it's not a matter of what type of SIM you are using in it currently, but on how you bought the phone from EE. You never said. For all I know you could have bought a 2nd-hand phone & put an EE PAYG SIM in it. That's a diff kettle of fish.

Re: Re: help please. Phone locked so how can I contact EE?

1taib — Wed, 07 Oct 2020 13:03:31 GMT

I see, the phone was given as a gift, I haven't asked them where they had gotten it from, so I'll definitely do that. If they say they bought it for a pay monthly plan its locked for 6 months correct me if I'm wrong? I apologise for asking the same questions and being repetitive, i'm not very educated in this field. Thanks for your help

Re: Re: help please. Phone locked so how can I contact EE?

XRaySpeX — Wed, 07 Oct 2020 13:09:53 GMT

@1taib : Yes, as far as EE is concerned it is a 2nd-hand device in your hands & how it was originally bought, on contract or PAYG, will determine whether you need to wait 6 months or not to get it unlocked.

Re: Re: help please. Phone locked so how can I contact EE?

1taib — Sun, 31 Jan 2021 13:20:09 GMT

Hi,

After a device reaches 6 months of age, what is the process to unlock it?

Re: Re: help please. Phone locked so how can I contact EE?

XRaySpeX — Sun, 31 Jan 2021 14:38:09 GMT

@1taib : That depends on how you obtained it. That's not clear from your previous posts. 1 min. it was on your contract for less then 6 months, the next it was a gift.

Where did you yourself get this device itself originally? Did you buy it yourself new direct from EE or from a 3rd-party reseller or is it 2nd-hand? The unlocking process & costs are different. Was it originally on contract or PAYG? How old is it? EE won't unlock contract devices less than 6 months old.

Re: Re: help please. Phone locked so how can I contact EE?

1taib — Sun, 31 Jan 2021 14:44:38 GMT

The phone will reach 6 months of age in a few days, I just wanted to know how I would be able to unlock it when it reaches that age, as you are saying the way I obtained it is significant the person who gifted it doesn’t remember whether it was on contract or not, but it is locked as only EE sims are supported in the phone. Is it possible for the phone to be permanently locked?

Re: Re: help please. Phone locked so how can I contact EE?

Kirigaya_Kazuto — Sun, 31 Jan 2021 15:02:50 GMT

No, they can always be unlocked, either through EE or a third party service

Re: Re: help please. Phone locked so how can I contact EE?

XRaySpeX — Sun, 31 Jan 2021 15:05:45 GMT

So as far as EE is concerned in your hands it is 2nd-hand.

To unlock a 2nd-hand phone you need to call Customer Services on +44 800 956 6000 (option 2, option 4) to put you in touch with the Unlocking Team to request an Unlock Code. You will be asked for your email addy. They will take payment (of £8.99) from any valid UK bank card.

Once the process has been started you will receive an email from the Unlocking Team to process the unlock. It can take up to 10 days to complete the unlock.

Re: Re: help please. Phone locked so how can I contact EE?

Christopher_G — Sun, 31 Jan 2021 15:12:06 GMT

I seen from one of your other posts that the phone was given to you as a gift, @1taib.

Check out this handset unlocking article which explains what you need to do to unlock it.

Chris

Re: Re: help please. Phone locked so how can I contact EE?

1taib — Mon, 15 Feb 2021 14:41:23 GMT

In regards to the age of the phone, I did receive a message from the unlocking team saying the device hasn’t been active for 6 months. Does this mean the device has to be on an active plan or contract or just in my possession for 6 months, before I can unlock.

Re: Re: help please. Phone locked so how can I contact EE?

James_B — Mon, 15 Feb 2021 14:45:05 GMT

Hi @1taib,

It's six months from the date of purchase.

Hope this helps.

James