topic Re: Unlock a phone in Android Devices

Unlock a phone

Royal65 — Thu, 15 Aug 2024 16:51:03 GMT

I recently upgraded my phone on EE no problem. I now want to donate my old A53 for use by a local charity that I work for. I have done a factory reset and put in a giffgaff SIM for them to use and activated it. The message is ' Enter network unlock code. Your phone isn't allowed to use this SIM card '. I understand that and I have been into EE with the IMEI number which says that the phone is unlocked. But obviously not! I have tried a different (O2) SIM with same result. How do I get around this now please? How can I get an unlock code?

Re: Unlock a phone

Chris_S — Fri, 16 Aug 2024 07:45:17 GMT

Hi @Royal65 It's very generous of you to donate your mobile phone to a charity 🙂

We have a great page which gives an outline of how to get your phone unlocked and how to check if the phone is currently locked, just click this link here

Re: Unlock a phone

Royal65 — Sat, 17 Aug 2024 08:45:36 GMT

I have tried all of the advised with EE which says that the phone is unlocked so just 'pop' in any SIM to go. But it doesn't work! Phone still says locked. Have also tried another SIM which is just the same.

Re: Unlock a phone

Peter_W — Sat, 17 Aug 2024 08:52:34 GMT

Thanks for giving that a try @Royal65.

If you're still being asked for an unlock code, then I'd definitely recommend giving our customer care team a shout.

They'll be able to get this raised with our dedicated unlocking team so we can makes sure you get the code for using this with other network SIMs.

Peter

Re: Unlock a phone

Royal65 — Sun, 18 Aug 2024 09:51:23 GMT

Do I need to have the original SIM in the phone when I check for unlock?

Re: Unlock a phone

Royal65 — Sun, 18 Aug 2024 10:29:42 GMT

Thanks for the reply. Although EE say that the phone is unlocked - it doesn't appear to be with a new SIM in. I put the old SIM back and tried again with the unlock but now the message is that that 'there appears to be an error at our end please try again later'. I am getting more frustrated by the minute!

Re: Unlock a phone

Peter_W — Sun, 18 Aug 2024 12:33:35 GMT

I'm disappointed to hear that this still isn't working for you @Royal65.

Did you get a chance to speak with our team to check this out?

Also is it when you're starting the phone up with the GiffGaff SIM that you're now getting this error?

Peter

Re: Unlock a phone

Royal65 — Sun, 18 Aug 2024 12:50:36 GMT

Haven't spoken with the team yet, but I will tomorrow. Yes it is when I have the new SIM in and behaves just the same if I try a different SIM. Phone behaves perfectly normally if I put the old SIM back in but obviously I have that in my new phone now! Thank you so much for your help - much appreciated. Derek

Re: Unlock a phone

Peter_W — Sun, 18 Aug 2024 12:54:34 GMT

Thanks for confirming that @Royal65

We have a dedicated team for queries linked to unlocking requests, so fingers crossed they should be able to help you get this sorted 🤞

Let us know how you get on!

Peter

Re: Unlock a phone

XRaySpeX — Tue, 20 Aug 2024 03:59:39 GMT

No. The check for unlock is done online from any device.

Re: Unlock a phone

Royal65 — Thu, 22 Aug 2024 14:37:59 GMT

Thanks for your reply. I have persisted with the unlock today and finally it came back, said the phone was still locked and gave me a code. Then wanted to take me through the steps but frustratingly came back with an error message again just as we were starting! So having the code, how do I use it to get the result please? Derek

Re: Unlock a phone

XRaySpeX — Thu, 22 Aug 2024 18:03:30 GMT

Once you've got the unlock code from the EE site, it has completed its work. You then need a non-EE SIM in your phone & it will ask for the unlock code you've got from EE.

Re: Unlock a phone

Ali_A — Thu, 22 Aug 2024 18:06:44 GMT

@Royal65
The steps to unlock your device is as follows:
Insert a SIM card from a different carrier/network into your Samsung Galaxy A53

Power on your device
When prompted, enter the unlock code provided by the unlocking service
Your device should now be unlocked and ready to use with the new carrier

If there is an error when entering the code, you'd need to contact our Customer Care team again so they can contact the manufacturer to check the code is valid.

However If there is an error before entering the code, it would suggest an issue with the device itself. This could be if the network unlock code has been entered incorrectly a number of times, or if the device has a handset security code set up which has been entered incorrectly too many times.
In that instance only the manufacturer is able to help with that.

Ali