topic Re: Still waiting for device unlock code. in Archived Posts

Still waiting for device unlock code.

Lmar92 — Tue, 06 Jul 2021 17:26:41 GMT

Hi, I requested to unlock my device about 12 days ago now I did this on the phone, they took all details and filled the unlocking form online I’ve had no email or correspondence about having the device unlocked and as of now it’s useless because EE isn’t the network I wish to use, tried to call customer service again got cut off twice and the chat doesn’t work for PAYG, any help would be appreciated.

Re: Still waiting for device unlock code.

Chris_B — Tue, 06 Jul 2021 19:52:21 GMT

@Lmar92 Where did you get the device from ?

Re: Still waiting for device unlock code.

Lmar92 — Wed, 07 Jul 2021 05:10:35 GMT

Got it from my aunt for my daughter to use but it was locked to ee so I called up they said I’d get a code by email within 10 days that’s not happened.

Re: Still waiting for device unlock code.

Leanne_T — Wed, 07 Jul 2021 07:03:24 GMT

Hi @Lmar92

Thanks for posting on the community.

Have you checked your junk/spam folder for the email?

Thanks.

Leanne.

Re: Still waiting for device unlock code.

XRaySpeX — Wed, 07 Jul 2021 12:13:10 GMT

Did you pay EE £8.99 upfront for them to unlock it? If not, you need to pay for getting 2nd-hand devices unlocked.

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: Still waiting for device unlock code.

Lmar92 — Wed, 07 Jul 2021 12:19:22 GMT

No I didn’t pay them anything they didn’t ask me to surely they should of told me not just left me waiting, il have to try calling again I have tried twice but I get cut off when asking to be put through to someone who can unlock the device for me thanks for the reply.

Re: Still waiting for device unlock code.

XRaySpeX — Wed, 07 Jul 2021 12:25:37 GMT

In that case I v. much doubt that the proper process is being followed. Hence you've not heard back.

Re: Still waiting for device unlock code.

Lmar92 — Wed, 07 Jul 2021 12:50:48 GMT

Hi yes I’ve checked daily for the last 13 days nothing but someone previously said if it’s a second hand device I would have to pay £8.99 which is not a problem I just wasn’t asked I was put through to someone who did the form with me on the phone she took my email and phone number and that was it haven’t heard anything since, I’ve tried again to call and both times I got put through to the unlocking department the phone got cut off, the chat doesn’t seem to work for payg customers I don’t know what to do next. Thanks

Re: Still waiting for device unlock code.

James_B — Wed, 07 Jul 2021 12:59:00 GMT

Hi @Lmar92,

Did you know your Aunt may be able to unlock the phone for free at myaccount.ee.co.uk/app/device-unlock?

James

Re: Still waiting for device unlock code.

XRaySpeX — Wed, 07 Jul 2021 13:04:29 GMT

@James_B : Providing she bought it direct from EE.

Re: Still waiting for device unlock code.

bhsg21 — Thu, 08 Jul 2021 10:45:24 GMT

I had the same problem, I waited two weeks for the code and received nothing although I had received the confirmation email. I called again and was told that they had no knowledge of me requesting the unlock code so did the request again for me over the phone and I received the code the next day. Maybe they need another nudge 🙂

Re: Still waiting for device unlock code.

Lmar92 — Thu, 08 Jul 2021 14:21:35 GMT

Ah great il try again this afternoon thank you for your reply

Re: Still waiting for device unlock code.

Leanne_T — Thu, 08 Jul 2021 14:25:46 GMT

Let us know how you get on @Lmar92

Thanks 🙂

Leanne.