topic Re: Re: Problem unlocking an old EE phone in Android Devices

Re: Problem unlocking an old EE phone

Hermes131 — Thu, 07 Sep 2023 14:38:43 GMT

I just posted a long reply which completely disappeared before I finished and took me to feedback! I have been having exactly the same problems. Groundhog day. I must have tried 500 times to unlock following their online advice. I have written (royal mail) every day this week to head office. I have spoken to the EE technician who said their unlocking team is aware?? I can't see that's right. A phone company is about communication but no one is saying anything

I changed from a contract to a sim card like you.

Re: Re: Problem unlocking an old EE phone

Hermes131 — Thu, 07 Sep 2023 14:41:01 GMT

I cant ring 150 as EE has locked my phone! And I can't unlock it. (See above)

Re: Re: Problem unlocking an old EE phone

James_B — Thu, 07 Sep 2023 14:43:53 GMT

Hi @Hermes131,

Welcome to the EE Community. 🙂

What type of phone is it and when did you purchase it?

What happens when you try to unlock it at Device unlock (ee.co.uk)?

James

Re: Re: Problem unlocking an old EE phone

Hermes131 — Thu, 07 Sep 2023 14:49:19 GMT

I have been having exactly the same problem I did speak to technical, (no idea how much that cost as once your phone is locked you can't use 150).I also have a Samsung phone. It takes you halfway through the process and then gives you an unlocking number it says press link for next stage and it takes you back to the beginning. Asks for your IMEI number etc. I tried this about 500 times over the last 3 days. I have written 3 letters by post to their head office.

Nothing has changed. Noone has contacted me. No explanation has been given.

I'm glad I'm not alone though.

I was paying £50 a month for my contract and this is the service you are given.

Re: Re: Problem unlocking an old EE phone

Hermes131 — Thu, 07 Sep 2023 15:38:26 GMT

It's a Samsung S10.It never gets to the point of allowing you to put in the unlocking code. Keeps sending you back to the first steps instead. Sent from my Galaxy

Re: Re: Problem unlocking an old EE phone

James_B — Thu, 07 Sep 2023 15:43:32 GMT

Hi @Hermes131,

What happens after you enter your IMEI code? Is it recognised?

James

Re: Re: Problem unlocking an old EE phone

Hermes131 — Thu, 07 Sep 2023 17:45:34 GMT

It is recognised and then gives me an unlocking code. It says "press the link to finish and put the unlocking code. I press the link. It takes you right back to the beginning. No box to put the unlocking code ever appears. My IMEI code is correct otherwise it wouldn't give me the unlocking code

But the 'next stages " never appear

Re: Re: Problem unlocking an old EE phone

James_B — Thu, 07 Sep 2023 17:53:44 GMT

Hi @Hermes131,

You need to enter the unlocking code from the EE website into your phone after inserting a SIM from another network.

You should be prompted to enter the code as soon as the new SIM is detected.

Hope this helps. 🙂

James

Re: Re: Problem unlocking an old EE phone

Hermes131 — Thu, 07 Sep 2023 18:07:51 GMT

Very grateful for your help but it was putting a new sim card and changing the network which automatically locked the phone. I was changing from contract to sim as I have long since paid for the phone. Being recently made redundant I had to make some savings and my contract was costing ,£50 a month, and sim only (with,02) is only £10 a, month. I tried EE but they couldn't match.But now I have had no phone for a week and no idea if it will ever get fixed. I have written 3 letters to head office but noone replies.I wish EE managers read these community boards.I appreciate your kind help.Sent from my Galaxy

Re: Re: Problem unlocking an old EE phone

Christopher_G — Fri, 08 Sep 2023 07:08:50 GMT

Hi @Hermes131

So do you have another network's SIM card in your phone at the moment? That's what you need for the box to pop up asking for the unlock code.

Chris

Re: Re: Problem unlocking an old EE phone

Hermes131 — Fri, 08 Sep 2023 07:39:19 GMT

I am having the same problem and so are many others as expressed on here. I think there is an ERROR on EEs side. However there are no messages on the website saying that they are addressing it. I've resorted to sending a postal letter every day to the head office. (Address is on the back of my bill). Noone has contacted me or replied though. I wish the EE managers also looked at the community boards.

Re: Re: Problem unlocking an old EE phone

James_B — Fri, 08 Sep 2023 09:48:43 GMT

Hi @Hermes131,

Please see our reply to your other community thread.

Thanks

James

Re: Re: Problem unlocking an old EE phone

Hermes131 — Fri, 08 Sep 2023 10:10:26 GMT

I read the long reply, but the problem is I think that EE website is at fault. I have my IMEI code and my unlocking code - but the process never takes you to the point that where there is a box to put the unlocking code in, it just takes you back to the beginning, over and over again!
Thankyou very much for trying to help. I have no idea if EE web people are addressing this, I wish I knew.

Re: Re: Problem unlocking an old EE phone

Christopher_G — Fri, 08 Sep 2023 10:58:31 GMT

When you put the other network's SIM card in the device and turn it on, it should pop up on the screen asking you for the unlock code, @Hermes131. Sorry if I'm not understanding fully.

Let me know if that helps.
Chris

Re: Re: Problem unlocking an old EE phone

Hermes131 — Sat, 09 Sep 2023 07:50:58 GMT

Re: Re: Problem unlocking an old EE phone

Hermes131 — Sat, 09 Sep 2023 08:06:05 GMT

I have been trying to unlock my phone for a week now. I get an IMEI code and an Unlocking code but at that point the online system takes me back to the beginning. Other people have reported the same problem on these boards. I did ring Technical support but they tried and experienced the same problem.They said "the unlocking team are aware' but are they? I've written 5 letters to head office by 1st class post as I can't ring 150 or email as the phone is locked. I explain the problem. I Give all my details and email address. But noone contacts me. No message on the Web either. For a business whose fundamental core purpose is Communication I just can't understand what's happening. Its good to have community support though. Thanks

Re: Re: Problem unlocking an old EE phone

Leanne_T — Sat, 09 Sep 2023 08:06:32 GMT

Hi @Hermes131

If you have the unlocking code you would need to enter this into the phone not the EE website, when you have another network SIM card installed. What happens when you try this?

Leanne.

Re: Re: Problem unlocking an old EE phone

Hermes131 — Sat, 09 Sep 2023 09:55:26 GMT

Theres nowhere to put the unlocking code either on the phone or laptop. It gives you the unlocking code then it says "you are nearly there' just press this next steps link which I do and then it takes you right back to the beginning. I think it should take you forward to somewhere to put the unlocking code in but there's a technical fault which doesn't seem to being fixed? My 5th letter should have arrived at head office today. Maybe someone will read it and take action?Still hopeful. Sent from my Galaxy

Re: Re: Problem unlocking an old EE phone

Leanne_T — Sat, 09 Sep 2023 09:59:44 GMT

Hi @Hermes131

Sorry, this would not need to be entered on a laptop, only the mobile you have the unlocking code for.

This would be entered when you have another network SIM card in the phone and try to access any menu on the phone not the EE website.

If this is not working please call us on 0800 956 6000 and the team can help you with the unlocking code.

Leanne.

Re: Re: Problem unlocking an old EE phone

Hermes131 — Sat, 09 Sep 2023 10:16:26 GMT

I looked on my phone under settings but couldn't find anywhere to put the unlocking code. Am i looking in the wrong place? I rang technical on tuesday who tried to do it for me and got exactly the same problem. They spoke to the ,'unlocking team' who said there was something wrong their end. But nothing has happened since. I just want to know if they are aware it hasn't been fixed and if they are working on fixing it? I don't think this is unreasonable to want to know. Every day I write to head office but noone replies.Sent from my Galaxy