topic Re: Re: Can’t unlock my payg phone online even though it is 6months old from purchas in Archived Posts

Re: Can’t unlock my payg phone online even though it is 6months old from purchas

foz0 — Thu, 22 Apr 2021 14:21:20 GMT

Hello.

I am also having the same problem and i also went through customer services who directed me to the online service. I cannot unlock my PAYG phone online and its been 6 months. I also get the message that this type of account cannot be unlocked. I have been waiting to use my android phone for months and after 6 months i still cant unlock it online. Please help.

Re: Re: Can’t unlock my payg phone online even though it is 6months old from purchas

James_B — Thu, 22 Apr 2021 14:26:41 GMT

Hi @foz0,

Welcome to the EE Community. 🙂

Are you the original owner of the phone?

Was it purchased with a pay monthly plan or pay as you go?

James

Re: Re: Can’t unlock my payg phone online even though it is 6months old from purchas

XRaySpeX — Thu, 22 Apr 2021 15:37:41 GMT

@foz0 : 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?

Re: Re: Can’t unlock my payg phone online even though it is 6months old from purchas

foz0 — Fri, 23 Apr 2021 12:39:48 GMT

Hi james,

I purchased this phone from Argos about 6 months ago with PAYG EE SIM package. Yes I am the owner.

Re: Re: Can’t unlock my payg phone online even though it is 6months old from purchas

Chris_B — Fri, 23 Apr 2021 12:41:24 GMT

@foz0 If you purchased it from Argos then the only way to make this request is by calling customer services

customer services know this and shouldn’t tell you or redirect you to use online form.

you can only use the online form if you get the device yourself directly from EE.

Re: Re: Can’t unlock my payg phone online even though it is 6months old from purchas

foz0 — Fri, 23 Apr 2021 12:42:54 GMT

I bought this device brand new from Argos with EE PAYG sim package included with it. I don't mind paying to get it unlocked as long as I can get it unlocked.

Re: Re: Can’t unlock my payg phone online even though it is 6months old from purchas

XRaySpeX — Fri, 23 Apr 2021 12:51:11 GMT

@foz0 : You cannot use the online unlocking form for EE devices not bought directly from EE as they have no record of it.

To unlock an EE device not bought directly from EE 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: Can’t unlock my payg phone online even though it is 6months old from purchas

foz0 — Wed, 28 Apr 2021 12:20:53 GMT

Thank you. I will contact the customer services and let you know of the outcome 🙂

Re: Re: Can’t unlock my payg phone online even though it is 6months old from purchas

XRaySpeX — Wed, 28 Apr 2021 22:53:37 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance