topic Re: Unlock assistance please in Android Devices

Unlock assistance please

PeterNFN — Thu, 12 May 2022 10:48:48 GMT

Good morning,

Getting very stressed and frustrated here.

Currently with BT mobile and purchased a used (but as new) phone locked to the EE network. I know that my BT mobile sim will work in it but really, really want this phone to be unlocked so that in the event I want to change to another network I can easily make the switch easily. The phone came with the original box and the IMEI code on the box, phone and in the phone software all match so all looks good there.

I filled in the online form on the 6th May and was notified on the 7th that the code will need to be requested from the manufacturer (Motorola).

On the 9th May I received an eight digit code with instructions on how to unlock. I followed the instructions but the code wasn't accepted and the message still reading "Enter SIM ME lock [NP]" (followed by a number and the word 'remains').

I went back to EE having spoken with 'Luke' from the customer service team.

On the 10th May I received another email giving exactly the same unlock code and went back saying already tried this number a few times and included a screenshot of the inside of the phone confirming the IMEI code. Received a response saying that the team would go back to the manufacturer.

On the 11th May I received yet another email giving exactly the same (I presume) incorrect IMEI code so I replied saying unwilling to try this code again as limited number of attempts and having tried the code 6 or 7 times with no joy can safely assume something incorrect (either the code supplied by EE/Motorola or the procedure to unlock the phone). I don't thing the procedure is incorrect as I have successfully unlocked a couple of Android phones before so quite 'au fait' with the procedure.

I cannot believe that I've mistyped the eight digit code 6 or 7 times (I used to work in finance and computer system teams and my accuracy was always extremely high).

This morning called my local EE store (Norwich) and chatting to man who took my call he seemed to think the unlock code is entered in three parts. The unlock code is supplied by EE as 16 digits, to unlock phone you have to do as follows:- enter the last eight digits - then enter the first eight digits - then enter the whole 16 digits, so I'm more confused as EE has only ever supplied eight digit code to me whereas the man in the EE store saying 16 digits entered in three steps!

Extremely disappointed as the phone was a special present but really struggling to get the damn thing unlocked.

Hope that people can assist or point me in the right directing.

Thank you

Re: Unlock assistance please

Chris_B — Thu, 12 May 2022 13:05:05 GMT

@PeterNFN The code should be 16 digits. The part about entering the the last 8 then the first 8 is to unfreeze a device because the unlock code has been entered wrong to many times this is called a MCK code and it’s made up from the device unlock code.

Re: Unlock assistance please

Leanne_T — Thu, 12 May 2022 13:29:36 GMT

Hi there @PeterNFN

Thanks for coming to the community.

I've sent you a private message on the community, if you can take a look and get back to me when you can.

Thanks.

Leanne.

Re: Unlock assistance please

PeterNFN — Thu, 12 May 2022 13:54:27 GMT

Hello Leanna,

I cannot see your private message (just one private message from DanielPA)

Regards

Peter

Re: Unlock assistance please

Leanne_T — Thu, 12 May 2022 13:57:04 GMT

Hi @PeterNFN

I have sent this again now, could you check for me please?

Leanne 🙂

Re: Unlock assistance please

PeterNFN — Thu, 12 May 2022 14:07:25 GMT

Thanks Chris,

That's what I thought (16 digits when device frozen following too many attempts to unlock).

I'm still thinking that the standard unlock code is eight digits long?

Regards

Peter

Re: Unlock assistance please

PeterNFN — Thu, 12 May 2022 14:08:44 GMT

Thanks Leanne,

I've just sent the information back to you via private message.

Regards

Peter

Re: Unlock assistance please

PeterNFN — Thu, 12 May 2022 16:15:49 GMT

Posting this in case it's of any use to another user having similar issue unlocking their Motorola mobile,

Had a phone call from Malcolm from EE who informed me that the code should have been full 16 digit code to network unlock.

The 16 digit code has been requested so keeping fingers crossed that he's correct and that entering 16 digit code will unlock the phone so that I can use on other networks when I want (or need) to.

Will post update in due course.....

Re: Unlock assistance please

PeterNFN — Fri, 13 May 2022 13:43:51 GMT

Well, received a sixteen digit code this morning via email and despite it being Friday 13th decided to insert an o2 sim card and start the phone which prompted me to enter the unlock code.

Good news in that it accepted the code on my first attempt and my phone previously locked to the EE network is now unlocked! 🙂

It is a shame that this was not realised earlier by the unlock team who sent me an eight digit unlock code three times.

So.... any other people with their phones (mine is a Moto E6 plus) bear in mind that the network unlock code might not necessarily be eight digits long - it 'could' be sixteen digits in length as was in my case.

Thanks to all the EE employees and EE forum users who assisted me with this.

Re: Unlock assistance please

Katie_B — Fri, 13 May 2022 14:31:15 GMT

That's great to hear @PeterNFN.

Have a wonderful weekend,

Katie 🙂

Re: Unlock assistance please

XRaySpeX — Fri, 13 May 2022 16:12:07 GMT

It is 16 digits in all cases!

Re: Unlock assistance please

vhin_sky — Sun, 19 Jun 2022 01:07:45 GMT

Can anyone pls help to unlock a moto e6 plus. Have tried the online one, got a code but it does not unlock it. Message them again but gave me the same code which does not unlock the phone. Appreciate the help pls, thanks

Re: Unlock assistance please

vhin_sky — Sun, 19 Jun 2022 01:12:34 GMT

I have the very exact problem, any ody from ee pls help...

Re: Unlock assistance please

PeterNFN — Sun, 19 Jun 2022 06:38:36 GMT

Hi vhin_sky,

All I can suggest is keep contacting EE until they give you a 16 digit code
as I found the 8 digit code simply does not unlock the Moto e6 plus phone,

Good luck and fingers crossed 🤞

Re: Unlock assistance please

vhin_sky — Sun, 19 Jun 2022 06:54:17 GMT

Do u have their number pls

Re: Unlock assistance please

PeterNFN — Sun, 19 Jun 2022 06:58:36 GMT

Unfortunately I do not. Hopefully someone for the EE team will pick up your
problem and assist you directly.

Good luck 🍀🤞

Re: Unlock assistance please

Leanne_T — Sun, 19 Jun 2022 07:07:24 GMT

Hi @vhin_sky

Welcome to the community.

I've sent you a private message on the community, if you can take a look and get back to me 🙂

Thanks.

Leanne.