topic Re: EE wont unlock my device in Archived Posts

EE wont unlock my device

gave — Sat, 19 Jun 2021 08:28:14 GMT

Hi,

I have a Huawei P30 which I had on a two-year contract, which finished and was all paid up. I then hot an EE data-only SIM and continued using the phone, I have no moved to Thailand and wish to use the phone, as both and fully paid for, on a Thai work.

I cannot activate a new local SIM and when I try to unlock the phone I get an error message say it can't be unlocked with my type of account.

Please unlock my phone. I have fully paid for it and you cannot tie me to your network, especially as I can not even access your network anymore.

Please reply ASAP

Re: EE wont unlock my device

gave — Sat, 19 Jun 2021 08:59:49 GMT

PS I can provide all my old account details to prove it was I bought and paid for the phone, I do not want to call customer care from Thailand, you can imagine the cost!

Re: EE wont unlock my device

Schockwave — Sat, 19 Jun 2021 09:54:57 GMT

@gave , have you taken a look here at how to unlock your phone:

https://community.ee.co.uk/t5/Unlocking-your-device/Unlocking-your-EE-mobile-phone-or-device/td-p/763557

This is a public forum and so you will have to follow the instructions here in the thread above.

If you have Skype, you may be able to ring customer service using their 0800 number with the international prefix, not sure whether it will work though, but worth a try, nothing can be done here in the forums.

Re: EE wont unlock my device

XRaySpeX — Sat, 19 Jun 2021 12:38:45 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.

Re: EE wont unlock my device

Chris_B — Sat, 19 Jun 2021 13:30:09 GMT

@gave if you got the device from EE yourself then you have to use the phone number that you originally used in the device not the data Sim number. You can then use the online form to request the unlock using the original phone number.

Re: EE wont unlock my device

gave — Sat, 19 Jun 2021 15:40:39 GMT

I cant, the account is closed and I cant access the online form through that number, only the new EE number which is SIM pay as you go, nice idea though, I did try that.

Re: EE wont unlock my device

gave — Sat, 19 Jun 2021 15:42:44 GMT

I bought a 24-month + phone contract direct from EE, an upgrade, when that ended, got a new SIM, from EE to tide me over before the move. been with EE for over ten years before my move.

Re: EE wont unlock my device

Chris_B — Sat, 19 Jun 2021 16:00:36 GMT

@gave You don’t need to access the account you just have to enter the phone number that was originally with the device. Use THIS, if you can’t remember number you’ll have to call EE customer services to request this and you’ll be charged £8.99.

Re: EE wont unlock my device

gave — Sat, 19 Jun 2021 17:12:55 GMT

That link forces me to log into my new account, with the new number, at no point does it ask for any phone number, just the IMEI number - I wish you right! Grateful for the suggestions though.

Re: EE wont unlock my device

gave — Sat, 19 Jun 2021 17:14:44 GMT

its says

"Unlock a device associated with your account"

Then asks for the IMEI number which it then says can't be unlocked with this type of account

Re: EE wont unlock my device

gave — Sat, 19 Jun 2021 17:16:24 GMT

weirdly, the EE app on my own does log into the old account but does not allow me to do anything at all. I do know the number, that is the easy bit!

Re: EE wont unlock my device

gave — Sat, 19 Jun 2021 17:40:57 GMT

to add some further confusion....

The original monthly account had a different email address, so I tried logging in with that...success...got to unlock my phone page...failure... phone is not recognised as belonging to EE/Orange network, has been blocked or has an insurance claim against it" - none of which is this case. The contract ended, fully paid up, account closed, new SIM with EE.

Can someone from EE please suggest what the good lord is going on?

Really appreciate the help from the none EE community but not sure we are getting anywhere. To reiterate I am now in Thailand and want to avoid the ridiculous cost of phoning expensive UK line only then to pay a further £8.99 when the phone has been fully paid for

Re: EE wont unlock my device

XRaySpeX — Sat, 19 Jun 2021 18:04:25 GMT

If the device had been on your contract for at least 6 months, even if that contract has now been cancelled, you can just apply using the Unlocking your device form as the Pay Monthly option and giving the mobile number that it originally came with. It will first show your new current phone on that number, if any, & ask whether that is the device you want to unlock? If not, you will then have to type in the IMEI of the old phone.

I ran this unlogged in & it did not ask me to log in.

Re: EE wont unlock my device

GavanCooke — Sun, 20 Jun 2021 01:46:33 GMT

When I do what you suggest it does not recognise either the OLD or the NEW number

Sorry, we don't recognise your phone number. But your IMEI number may help.

Please dial *#06# to get the 15-digit IMEI number - then enter it in the box."

and goes back to asking for the EMUI number, then I get this

"Sorry - we can't unlock this phone as we don't recognise it as being locked to EE, Orange or T-Mobile."

thanks for your suggestion but still not getting anywhere.

I just opened my last bill, I have all you could need to prove it is my phone, that I finished the account properly (I even got a refund as overpaid) - see the images...

Re: EE wont unlock my device

XRaySpeX — Sun, 20 Jun 2021 01:51:37 GMT

Images with personal info like IMEIs or mobile nos. of your phones cannot be approved for public viewing. Obscure them.

Re: EE wont unlock my device

GavanCooke — Sun, 20 Jun 2021 01:54:08 GMT

fair enough, but you can at least see I am trying everything suggested and sharing the errors I get when trying said solution, the images just have the text I pasted in the message

Re: EE wont unlock my device

XRaySpeX — Sun, 20 Jun 2021 01:58:53 GMT

You sure you are supplying the mobile no. that your device originally came with when you bought it? Any SIMs stuck in it since with other mobile nos. have nowt to do with the device & do not count for unlocking.

Re: EE wont unlock my device

GavanCooke — Sun, 20 Jun 2021 02:05:11 GMT

yep, 100% sure I am supplying the correct old number, I have it written down and as I say I can still access my old account so have checked. I have also tried the new number, which is SIM-only, just in case.

Right now the phone has two SIMS in, my newest EE SIM which has a tiny bit of roaming data left, and (because it is a dual SIM) my new Thai SIM. The phone has two IMEI numbers which I assume is due to having a dual SIM slot. But, I have always tried both when following your instructions, just in case. The new Thai SIM can't be read as the phone needs unlocking.

When you suggest something I try all possible combinations, just in case.

Your help is very much appreciated.

Re: EE wont unlock my device

XRaySpeX — Sun, 20 Jun 2021 03:53:12 GMT

As the unlocking form is not working for your device all I can suggest is that you take the 2nd hand device / not bought from EE direct route by calling 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.