topic Re: Content Lock Removal in Pay as you go

Content Lock Removal

Alan1597545 — Sun, 20 Aug 2023 08:37:16 GMT

Hello, please can you confirm that your EE stores can turn off content lock from a Pay As You Go phone?

I do not have a credit card, but have twice been into my local store (with ID to prove my age) but have twice been told that I need a credit card to do it!

I do not want to waste my time again by going in and them telling me that I need a credit card. I just need someone to say that it is 100% certain that they can do it and I can show them that message.

Thank you

Re: Content Lock Removal

Alan1597545 — Sun, 20 Aug 2023 08:17:48 GMT

Hello, I have experienced the same issue, as I do not have a credit card. However, when I went into my EE store, they informed me that as I was a PAYG customer, I needed a credit card to unlock the number. My ID was not sufficient.

Please can you confirm that they can do this from ID so that I can go back in and inform them that they are wrong!

I do not want to waste even more of my time unless I have something to tell them that should just do it.

Thank you

Alan

Re: Content Lock Removal

Chris_B — Sun, 20 Aug 2023 08:41:25 GMT

@Alan1597545 Without a credit card you have to go to a EE store to make this request. Perhaps you should be showing the store

and you’ll find that HERE

Re: Content Lock Removal

Alan1597545 — Sun, 20 Aug 2023 09:18:19 GMT

Hello,

Many thanks for the confirmation. Please can I just check that the statement below the 'In Store' section (about completing another credit card age check) is just poorly worded? It rather contradicts the statement above it about going into a store?

Thanks

Re: Content Lock Removal

James_B — Sun, 20 Aug 2023 10:13:59 GMT

Hi @Alan1597545,

Welcome to the EE Community. 🙂

Yes, our store team can remove content lock after verifying your ID.

I'm sorry this wasn't completed on your first visit.

James

Re: Content Lock Removal

Alan1597545 — Sun, 20 Aug 2023 10:41:31 GMT

Hello,

I have just been into the Bristol Broadband EE branch and been told that they cannot do it. This follows on from 2 visits to the Bristol Cabot Circus branch where they said the same thing!!

What is going on here!!??

I have previously completed this with a phone from O2 and was done and out of the store in less than 2 minutes.

Can someone definitely tell me that they can do it!

I have already wasted almost 2 hours trying to do something that should take a few minutes at most.

As a new EE customer this is really pathetic service. Either the online support team do not know what they are talking about or the store people do not.

Can someone resolve this!!

Re: Content Lock Removal

Alan1597545 — Sun, 20 Aug 2023 10:54:25 GMT

Hello,

I have just been into the Bristol Broadband EE branch and been told that they cannot do it. This follows on from 2 visits to the Bristol Cabot Circus branch where they said the same thing!!

What is going on here!!??

I have previously completed this with a phone from O2 and was done and out of the store in less than 2 minutes.

Can someone definitely tell me that they can do it!

I have already wasted almost 2 hours trying to do something that should take a few minutes at most.

As a new EE customer this is really pathetic service. Either the online support team do not know what they are talking about or the store people do not.

Can someone resolve this!!

Re: Content Lock Removal

James_B — Sun, 20 Aug 2023 11:02:23 GMT

Hi @Alan1597545,

Yes, as listed in My EE - Content unlock, our stores can remove content lock after seeing any of the following approved photo ID - passport, full driver's licence (photo and paper), EU card or citizen card.

If they're unsure on what to do, they have a retail support team they can contact.

Hope this helps.

James

Re: Content Lock Removal

Alan1597545 — Sun, 20 Aug 2023 11:10:54 GMT

I've gone in again and even shown the message chain and now have been told that I need to call Customer Service!!!!!!!!!!

What the ####!

Talk about left hand not knowing what the right hand is doing!!

Either the store can do it or not!!!!!!

Re: Content Lock Removal

James_B — Sun, 20 Aug 2023 11:36:11 GMT

Hi @Alan1597545,

As stated on the content unlock help page, our stores can remove the lock after verifying your ID.

Did they contact their support team for advice?

James

Re: Content Lock Removal

Alan1597545 — Tue, 22 Aug 2023 08:11:24 GMT

Hello, still going round with this. The store refuse to contact their own support team! They think that they know better?!

Had two more long conversations with Customer support on the phone. They have said that they have resolved this - well they haven't!

Even swapped the SIM with one from a supplier who understands customer service and it proves the issue is nothing to do with either the handset or Google. Everything works on the service from the competitor.

Can this be highlighted as a good example of crap customer service to your own line management. It would be interesting to hear what higher level people in EE think of this. Is this how they want customers to be treated? I suspect not!!

Re: Content Lock Removal

Christopher_G — Tue, 22 Aug 2023 10:26:11 GMT

Hi @Alan1597545

Welcome to the community.

I'm sorry to hear of your experience. Did our customer support team confirm that they removed the content lock for you? When did you speak to them? Have you restarted your phone since speaking to them?

Chris

Re: Content Lock Removal

Alan1597545 — Tue, 22 Aug 2023 11:16:05 GMT

Hello, yes.

Spoke with Ben XXXXX in your Customer Support team yesterday evening. He advised that it had been removed. He even supplied me his email so that I could update him if it had not been done. ( I emailed him this morning to confirm this).

Have just restarted the phone again, but still the same issue! More if my own time wasted!

Someone must be able to get this resolved!

[Mod Edit: Removed employee's surname]

Re: Content Lock Removal

Christopher_G — Tue, 22 Aug 2023 11:19:43 GMT

I'm sure Ben will pick up your message when back on shift, @Alan1597545. If you'd like to speak to someone before then, I recommend calling to speak to our Mobile Care team so that they can look into this further for you.
Chris

Re: Content Lock Removal

lukerobinsonin2 — Tue, 22 Aug 2023 16:30:37 GMT

if you are unable to get content lock removed you can use a VPN to bypass the blocking