topic Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code in Archived Posts

EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

jaybee001 — Thu, 26 Aug 2021 11:08:20 GMT

Hi - I have a 4Gee mini EE-71-2BE8GB3, and I have been trying since June, to get it unlocked. on 30th July, they sent me an unlock code of 10 digits based on the IMEI, and instructions of how to use the code. As the instructions asked me to make sure that my device had the latest update, I checked it and it stated that it was the latest software available but I can not find any way of checking or updating the firmware on my mini. When I put a non-EE sim in and go to the device IP browser page and enter the unlock code, it states '16 digit code is required'. With 10 digits, it wont let me submit them but insist it has to be 16 digits.

I have spent two months of contact with different persons at EE, emails and telephone calls, emphasising the 16 digit requirement but after two months, ultimately, I have just received the same 10 digit unlock code and now they tell me, the 10 digit code is the correct one and there is nothing else they can do.

Can anyone advise on how to resolve this please?

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

Chris_B — Thu, 26 Aug 2021 13:05:43 GMT

@jaybee001 EE get the unlock codes from the manufacturer of the device. If they are only given a 10 digit code they can not request a 16 digit code as that will not exist.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

jaybee001 — Thu, 26 Aug 2021 13:31:06 GMT

Thanks Criss_B, EE have made me aware of that and they are allegedly waiting on a response from the manufacturers about the demands of my device.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

Leanne_T — Thu, 26 Aug 2021 14:02:47 GMT

Hi @jaybee001

Let us know how you get on after we have heard back from the manufacturer and let you know what they have said.

Thanks 🙂

Leanne.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

jaybee001 — Thu, 26 Aug 2021 14:18:57 GMT

I will let you know any response I get and what the solution was, if I get one.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

Leanne_T — Thu, 26 Aug 2021 14:30:29 GMT

Thanks @jaybee001

Speak soon 🙂

Leanne.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

jaybee001 — Tue, 31 Aug 2021 22:17:12 GMT

The latest. After being told by EE that they could do no more and that they were waiting for further response from the manufacturer and giving me a link to contact them myself, I did so. They replied back to me to say that it is the network operators who lock their unlocked devices and that they should be able to sort this out for me, and to pass on their reply to EE. So that is what I have done today, and I await their response.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

Leanne_T — Wed, 01 Sep 2021 07:26:01 GMT

Thanks for the update @jaybee001

I hope this is sorted soon for you.

Leanne.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

jaybee001 — Thu, 02 Sep 2021 09:01:55 GMT

I was given contact access to Alcatel (manufacturer?) by EE, and they told me that their devices are sold unlocked and that it was the network provider who locks them and should therefore sort my problem out.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

Leanne_T — Thu, 02 Sep 2021 09:30:55 GMT

Hi @jaybee001

Have you had an update from our Mobile Care team since you provided the last update?

Leanne.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

jaybee001 — Thu, 02 Sep 2021 11:37:20 GMT

I have heard nothing from anyone, since EE told me on my last call to them, that they could do no more, and since customer services implied it was down to the manufacturer to resolve.Sent from my Galaxy

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

Leanne_T — Thu, 02 Sep 2021 11:40:56 GMT

Thanks @jaybee001

In this case, please give us another call and the team will see what they can do to get this looked into further.

Thanks.

Leanne.

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

jaybee001 — Thu, 02 Sep 2021 15:15:20 GMT

Hello Leanne,I have just talked to the team again, as you suggested, and it appears to be another waste of time and effort, as Mosses has told me that there is nothing else he can do. He asked me to forward again to Diana, the email I had from Alcatal saying that it was not their problem as all there devices are sold unlocked. So I have. He also told me that to replace my possible defective device under the guarantee (as it was a new buy in April), I would need to talk to the unlock team for their decision, which of course I can not do.Maybe, I should ask Argos for a replacement but, will I have to go through all this again if I do,Regards, JohnSent from my Galaxy

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

ForgottenSoul — Wed, 08 Sep 2021 09:48:03 GMT

Latest fireware for the 4GEE WiFi Mini EE71 is 'EE71_E1_02.00_35'

There was a firmware released *.00_18 that required 16 digit unlock code.

But this was fixed with a new update, so now able to input the generated 10 digit codes.

I keep getting in touch for my unlock code since Easter but never arrives. 😖

Re: EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

Leanne_T — Wed, 08 Sep 2021 11:58:51 GMT

Hi @ForgottenSoul

I am sorry to hear you have not received your unlock code.

What was the last update you were given when you called?

Leanne.