topic Re: 7 weeks and counting for unlock code ... unacceptable in Archived Posts

7 weeks and counting for unlock code ... unacceptable

fishmitten69 — Mon, 19 Apr 2021 19:22:28 GMT

I`ve been waiting for 7 weeks now for ee to unlock my network , the phone meets all the criteria to be unlocked , however after weekly calls and ee promising on several occasions to be in touch .... suprise suprise no call back or text .

This is totally unecceptable from ee , its nothing to do with covid (as one rep told me from ee) .

Ee should be ashamed of themselves .

Re: 7 weeks and counting for unlock code ... unacceptable

Chris_B — Mon, 19 Apr 2021 20:16:07 GMT

@fishmitten69 After 10 days you can have this escalated. Don’t know why you got told anything about Covid as this has not had any effect on unlocking devices.

Re: 7 weeks and counting for unlock code ... unacceptable

fishmitten69 — Mon, 19 Apr 2021 21:33:00 GMT

You're right , it has been twice and still no reply .

Re: 7 weeks and counting for unlock code ... unacceptable

XRaySpeX — Mon, 19 Apr 2021 21:41:30 GMT

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: 7 weeks and counting for unlock code ... unacceptable

fishmitten69 — Mon, 19 Apr 2021 22:00:38 GMT

That isn't the issue , I have met all the criteria, the problem is the time it's taken, ee have acknowledged that it is ok to be unlocked . ... they just haven't done it .

Re: 7 weeks and counting for unlock code ... unacceptable

XRaySpeX — Mon, 19 Apr 2021 22:15:14 GMT

It is possible that it is behind the delay. Have you already paid the unlocking fee of £8.99 or are you in the position of getting it done free?

Re: 7 weeks and counting for unlock code ... unacceptable

fishmitten69 — Tue, 20 Apr 2021 06:58:08 GMT

Why would it be behind the delay? ..unless people are leaving ee on mass ... they haven't even replied , despite escalating it twice , many phone calls and apologies, one of the ee guys told me to buy an ee sim card ,register for my ee and unlock my phone that way , ironically ( hmmm) we have enough staff to pester my wife with offers constantly, but no time to unlock phones ... funny that .

Re: 7 weeks and counting for unlock code ... unacceptable

Christopher_B — Tue, 20 Apr 2021 07:39:59 GMT

Hi @fishmitten69 Welcome to the community. Just like @Chris_B said this will usually be completed within ten days. However this can sometimes take longer.

What model device have you requested to be unlocked?

When you've spoken to us over the phone, has anyone been able to tell you why there has been a delay?

You can find information about this on our handset unlocking page.

Thanks.

Chris

Re: 7 weeks and counting for unlock code ... unacceptable

fishmitten69 — Tue, 20 Apr 2021 08:35:39 GMT

No explanation other than "it shouldn't be taking this long " and " I have escalated this and you will recieved a call back within 7 days " .... ee never call back .

It's a Huawei phone , I understand that ee need a code from them .... which is why I contacted Huawei directly, they claim that they haven't been contacted about the handset and that I should go back to ee , ... they flew a helicopter on mars yesterday ... but ee cant even return a call ... I'm very disappointed.

Re: 7 weeks and counting for unlock code ... unacceptable

Chris_B — Tue, 20 Apr 2021 09:02:05 GMT

@fishmitten69 Huawei wouldn’t confirm that EE have contacted them about your device anyway. You’ll always have no that haven’t contacted us. Your only speaking with a customer service agent who doesn’t get involved at any level of phone unlocks. It’s best to I deny they’ve been contacted even if they have caused and it looks bad on them doesn’t it.

Re: 7 weeks and counting for unlock code ... unacceptable

Christopher_B — Tue, 20 Apr 2021 09:08:30 GMT

@fishmitten69 I've sent you a private message about this.

Thanks.

Chris.

Re: 7 weeks and counting for unlock code ... unacceptable

fishmitten69 — Wed, 21 Apr 2021 22:25:42 GMT

so from the pm i was told i would be contacted in the next 24 hours , and again this didnt happen .

Re: 7 weeks and counting for unlock code ... unacceptable

fishmitten69 — Thu, 22 Apr 2021 07:09:45 GMT

So i have been left with no option but to open a case against ee with trading standards. I didn't want to go down this route with this company however I feel that the ammount of " fobbing off" and lack of communication ( the irony ) .

See my previous post, it's an all to common issue with this company .

https://community.ee.co.uk/t5/Unlocking-your-device/7-weeks-and-counting-for-unlock-code-unacceptable/m-p/1046303/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufEtOUzlFUkFMRTA3Rjh8MTA0NjMwM3xTVUJTQ1JJUFRJT05TfGhL#M17339

Re: 7 weeks and counting for unlock code ... unacceptable

Chris_B — Thu, 22 Apr 2021 07:26:49 GMT

@fishmitten69 As much as this is frustrating you might not be aware that there is no law stating that any network has to unlock a device. ( yet ) I don’t know why it’s taking this long to grant your request though.

Re: 7 weeks and counting for unlock code ... unacceptable

fishmitten69 — Thu, 22 Apr 2021 07:57:31 GMT

You're right , it's not law , but why do they offer this type of service if they clearly dont provide it ? Shocking customer service , a little wonder that many many people are leaving ee, this has happened so much that this will soon be law hence the ( yet ) comment I presume .

Re: 7 weeks and counting for unlock code ... unacceptable

Chris_B — Thu, 22 Apr 2021 12:37:43 GMT

@fishmitten69 They do provide it as Ive had tablets to iPhones unlocked from EE via making the request

The Yet comment is just that Yet. it doesn’t mean there will be such a law it just means there isn’t one YET.

And at the end of this year all networks will have to sell unlocked devices from the start. It’ll not be locked to any network.