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

Problem unlocking an old EE phone

NickyGalea — Mon, 04 Sep 2023 07:27:38 GMT

I am trying to unlock my old EE phone for my partner to use. It is a Samsung Galaxy A20e. I am trying to follow the online instructions but it keeps sending me in circles. I enter the IMEI number and it confirms the phone model and that it is locked to EE. I click on 'unlock this device' and it gives me an unlock code. It says 'hit on the link below and we'll explain how to use your unlock code to finish things up'. I click on the 'unlock your Samsung device link', but all it does is take me to a page that explains that it's free of charge to unlock a device, and that some devices are already unlocked etc. There is a link saying 'unlock your device' but when I hit on this is takes me back to the beginning again where it asks for the IMEI number. There is no other link on that page or any instructions explaining how to use the unlock code. Please could you let me know how I use the unlock code to unlock this phone? Many thanks.

Re: Problem unlocking an old EE phone

Northerner — Mon, 04 Sep 2023 07:32:21 GMT

Hi @NickyGalea

Have you tried another sim to see if it is unlocked.

Thanks

Re: Problem unlocking an old EE phone

NickyGalea — Mon, 04 Sep 2023 07:45:44 GMT

Hi, thank you for your reply. I haven't tried another sim yet. The phone I am trying to unlock takes a nano sim, and my partners sim in his phone is a micro sim, which is of course larger. It is the type of sim that I can push the middle out to make it into a smaller nano sim, but I am worried that if I do that and the newer phone is locked then I won't be able to put the sim back into his old phone as it will be too small and he'll be without a phone! Many thanks, Nicky

Re: Problem unlocking an old EE phone

Leanne_T — Mon, 04 Sep 2023 09:36:13 GMT

Hi @NickyGalea

Thanks for coming to the community.

Please give us a call on 150, and the team can check if the device is unlocked for you and help you complete the unlocking request if this is not unlocked at the moment.

Leanne 🙂

Re: Problem unlocking an old EE phone

Peppzi — Mon, 08 Jan 2024 17:53:29 GMT

Hi,

Did you get a fix on this ? I had exactly the same problem.

Re: Problem unlocking an old EE phone

Christopher_G — Tue, 09 Jan 2024 07:51:06 GMT

Hi @Peppzi

Welcome to the community.

Have you tried unlocking your device through our online unlocking tool? What happens when you try to?

Chris

Re: Problem unlocking an old EE phone

NickyGalea — Tue, 09 Jan 2024 08:14:44 GMT

Hi there.

After Googling the problem I could see that lots of people were having the same issue with trying to unlock a phone via the EE website. So I took a chance and put the old sim into the other phone and hey presto it asked me there and then for the unlock code. I entered this code into the phone and it unlocked it. So it would appear that unlocking a phone via the website doesn't work (or it didn't back then anyway!)

Hope you can get your problem sorted.

Re: Problem unlocking an old EE phone

Steveandolly12 — Wed, 07 Feb 2024 21:17:41 GMT

The same as the txt above going around in circles

Re: Problem unlocking an old EE phone

Christopher_G — Thu, 08 Feb 2024 07:40:58 GMT

Hi @Steveandolly12

Could you try doing it on a different device or browser to see if the same problem happens please?

Chris

Re: Problem unlocking an old EE phone

Cseeds24 — Sun, 25 Feb 2024 20:07:10 GMT

I tried this today and go round in circles online, when you ring them u get sent the same request as online, very annoying, no help at all

Re: Problem unlocking an old EE phone

James_B — Mon, 26 Feb 2024 08:05:59 GMT

Welcome to the EE Community, @Cseeds24 🙂

What happens when you try to unlock your phone online?

James

Re: Problem unlocking an old EE phone

Hazatron — Mon, 12 Aug 2024 10:41:00 GMT

Dear James,

I keep doing it online and it goes around in circles. as soon as you click unlock the phone it takes you straight back around to page of how to unlock your phone for free. Please can you help??? This is really frustrating

Re: Problem unlocking an old EE phone

Christopher_G — Mon, 12 Aug 2024 13:27:03 GMT

Hi @Hazatron

Welcome to the community.

What is the make and model of the device you're trying to unlock? Have you tried the website on more than one device or browser?

Chris

Re: Problem unlocking an old EE phone

amaanahmad84 — Wed, 23 Oct 2024 07:46:28 GMT

I have been trying to get a unlock code from the EE Device unlock website for the past 3 weeks, every time i enter my IMEI, I get a message that "something has gone wrong on EE side, try the IMEI again or come back later"
I have been to a EE store and they were not able to help.
How else can I obtain an unlock code for my mobile

Re: Problem unlocking an old EE phone

amaanahmad84 — Wed, 23 Oct 2024 08:38:55 GMT

same issue here, how can EE not resolve this?
I have been trying for the last 3 weeks to obtain an unlock code and the website just states "there is a problem on our end, try again later or try a different IEMI"
Store reps haven't got a clue either and are trained on the basics of selling/upgrading.
EE need to do better to provide a better service.

Re: Problem unlocking an old EE phone

Ali_A — Wed, 23 Oct 2024 09:20:28 GMT

Hi @amaanahmad84

What is the make/model device you are trying to unlock?

Ali

Re: Problem unlocking an old EE phone

amaanahmad84 — Wed, 23 Oct 2024 09:28:39 GMT

Hi @Ali_A

Its a Samsung Note 10

I have been on the phone to EE and managed to speak to a chap, who has spoken to the technical team, they've stated this is an issue on their end affecting multiple user and not just me.
He has put a manual request in for the device to be unlocked, and has said i should either receive a confirmation of the device being unlocked or an email with the unlock code in the next 24 hours.

Re: Problem unlocking an old EE phone

Ali_A — Wed, 23 Oct 2024 11:16:14 GMT

@amaanahmad84

Great to hear you've been able to receive help from the Customer Care team.

As soon as they have the unlock codes they'll get back in touch with you directly.

Thanks for keeping us updated with this.

Ali

Re: Problem unlocking an old EE phone

Robinio76 — Fri, 01 Nov 2024 13:26:22 GMT

Are EE going to fix this on-line problem? Feels like you are making this as hard as possible for us to get phones unlocked?

I haven't got time to wait in the queue on phone for next available service person

Re: Problem unlocking an old EE phone

mcollett85 — Fri, 06 Dec 2024 10:25:29 GMT

Hi there, I have been trying to unlock my wifes old EE mobile phone. We follow the instruction on the EE website enter the IMEI number as instructed but it doesnt provide us with the unlock code? What doesnt help is if we call EE via 150 from her phone there is no option to speak to a human and no option for technical support? Urgent help needed please. Thank you.