topic Re: Unable to unlock Samsung S9 but do I need to having moved from BT in Android Devices

Unable to unlock Samsung S9 but do I need to having moved from BT

Shamus57 — Wed, 08 Feb 2023 16:31:17 GMT

Having moved my two Sims from BT in November, both Samsung phones work OK, but when I look on My EE they are both shown as unknown & locked? I followed the link to unlock and every time I enter to 15 digit IMEI number I get the same message "Sorry, something went wrong on our end. Please enter your IMEI again or come back later" and after several attempts on different days I have given up.

Can any body help or is there a number one can call as 150 was a waste of time and I wished I have stayed with BT

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

XRaySpeX — Wed, 08 Feb 2023 17:08:25 GMT

When did you buy these phones? All new phones sold after Dec. 2021 are sold unlocked.

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

Shamus57 — Thu, 09 Feb 2023 10:16:43 GMT

They were both purchased unlocked mine a refurbished S9+ and my partners a new M42 just over a year ago

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

James_B — Thu, 09 Feb 2023 10:32:38 GMT

Hi @Shamus57,

Welcome to the EE Community. 🙂

If your phones were purchased unlocked, My EE must be incorrectly stating that they're locked to EE.

I'm sorry for any inconvenience this has caused.

James

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

Shamus57 — Fri, 10 Feb 2023 13:29:47 GMT

Hello James,

How do I correct this error as I have just tried again with the IMEI number and the same error message!

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

James_B — Fri, 10 Feb 2023 13:31:01 GMT

Hi @Shamus57,

You don't need to take any further action if your phones are unlocked.

Thanks

James

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

XRaySpeX — Fri, 10 Feb 2023 13:34:16 GMT

As you bought these phones unlocked you don't need to unlock them via the unlocking form on the EE site using your IMEI.

Have you tried a non-EE SIM in them?

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

Shamus57 — Fri, 10 Feb 2023 13:49:57 GMT

Hello James,

So it sounds like I just ignore I have two unknown phones on my account and they are both shown as locked. Unable to reply earlier I was unable to get onto EE with PC or App!

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

Jon_K — Fri, 10 Feb 2023 16:25:27 GMT

Hi @Shamus57

If you don't recognise these phones, you should report this to our Customer Care team so they can investigate for you.

Jon

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

Shamus57 — Mon, 13 Feb 2023 11:07:26 GMT

Thanks Jon,

I will call the number mentioned on an earlier reply.

Wish me luck

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

Shamus57 — Mon, 13 Feb 2023 11:23:08 GMT

Hello Jon,

That didn't work as you end up in a circle following text messages back to things you have already tried.

It seems impossible to speak or report to a person on the number one phone network!

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

James_B — Mon, 13 Feb 2023 12:40:50 GMT

Hi @Shamus57,

I think there may some crossed wires here.

Just to confirm, you're using the two phone's that are showing on your account, it's just that My EE is incorrectly showing them as locked to EE?

James

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

Shamus57 — Mon, 13 Feb 2023 12:58:41 GMT

Hello James,

I was sent two new sims from EE in November for my S9+ and my partners M42 both unlocked when purchased a year or so earlier, as I was bumped over from BT. The phones work OK but when I look on my EE they are both shown as unknown devices for each number and locked?. We tranferred our numbers over with the PUK Code which took 24 hrs or so, but trying to enter the IMEI just gets the error message?

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

James_B — Mon, 13 Feb 2023 13:01:04 GMT

Hi @Shamus57,

You don't need to take any further action. If your phones weren't purchased from EE, they won't be locked to the EE network.

I'm sorry for the incorrect information showing in My EE.

James

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

Shamus57 — Mon, 13 Feb 2023 14:54:13 GMT

So does that mean when I go into my account settings it will always show as unknown device as shown from a print screen of each attached?

[Mod edit: Image rejected due to it containing personal information.]

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

James_B — Mon, 13 Feb 2023 13:12:56 GMT

Hi @Shamus57,

Yes, as you didn't purchase your device from EE, the device type may not be recognised in My EE.

This is purely cosmetic and won't affect any functionality in your account.

Thanks

James

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

grsdev — Mon, 13 Feb 2023 13:24:29 GMT

Even if you did purchase your phone from EE, it still shows as "Unknown device"...

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

Shamus57 — Tue, 14 Feb 2023 09:21:53 GMT

Sounds like unknown device is common and as "This is purely cosmetic and won't affect any functionality in your account."

I have lost the will to respond anymore, the last two morning on signing in to check any response there has been a message "try again later " and then any emails go into my spam folder which I don't see without scrolling down.

Re: Unable to unlock Samsung S9 but do I need to having moved from BT

grsdev — Tue, 14 Feb 2023 09:59:09 GMT

About the spam thing... The forum software sends e-mails out using Sendgrid. So do numerous spammers. Probably because Sendgrid don't take "no" for an answer. If your mail server rejects an e-mail from Sendgrid with a permanent "go away!" response (as opposed to a temporary "gimme a few minutes and try again"), they keep beating at the door trying to get in regardless. I get literally hundreds of these attempts to deliver junk to my users every day in my server logs.

I had to make an exception for Khoros (this forum) in the blocking rules on my server.