topic Re: Unlocking your EE mobile phone or device in Android Devices

Unlocking your EE mobile phone or device

James_B — Fri, 10 Dec 2021 09:42:19 GMT

We often see posts in the community about phone and device unlocking. So here's a quick guide on how to get your phone or device unlocked on EE.

Here are some quick facts.

All devices sold directly on EE since December 2021 are unlocked.

All Apple devices have been pro-actively unlocked, you can check by texting Unlock to 150.

All Google Pixel devices have been unlocked remotely.

All Samsung devices launched from the Galaxy S20 are unlocked.

Unlocking a device can now be done at anytime.

Unlocking a device is now free of charge.

You cannot unlock a device which is registered lost or stolen

If your device is locked, you can request it to be unlocked using the link below.

Request to unlock here

How do I know if my phone or device is locked?

For an Android device simply try a different network SIM card in your device. If it doesn’t work, it is likely that your device is locked. Text UNLOCK to 150 to check the status of your Apple device.

What is my IMEI number and how do I find it?

IMEI is your International Mobile Equipment Identity, a unique number used to identify your individual device. Made up of around 15 digits, the code is typically found behind the battery or in your device’s settings. You can also retrieve your IMEI by dialling *#06#.

I’m no longer an EE customer, can I still unlock my phone or device?

Yes, please use the new digital solution here

How will I receive my unlock code?

The new service will present the unlock details on screen, where you can request them sent in email to use later if you require. If you lose them, don’t worry, simply visit the link again and re-enter.

Important information

If we are ever unable to unlock a device due to software issues, we will contact you. We will then direct you to the manufacturer.

If you haven’t received your code within ten days and haven’t received a text saying we’re waiting for the codes from the manufacturer, please get in touch with Customer Care.

Did you know…?

Unlock codes are also known as: MEP code (Blackberry), NUC (Network Unlock Code), and subsidy PIN.

Unblocking is different to unlocking: Your phone or device can become blocked in several ways (for example, entering the wrong SIM PIN number three times in a row).

To unblock your SIM card you will need to use something called a PUK (Personal Unblocking Key) code.

For help with your PUK code see the help page >

If you have any further questions, let us know below.

Re: Unlocking your EE mobile phone or device

XRaySpeX — Fri, 10 Dec 2021 14:22:42 GMT

Do all these facts apply to devices bought from a 3rd-party, i.e. not direct from EE, on an EE contract?

Re: Unlocking your EE mobile phone or device

Christopher_G — Fri, 10 Dec 2021 15:01:29 GMT

Yes, this applies to phones purchased from elsewhere too, @XRaySpeX.

Chris

Re: Unlocking your EE mobile phone or device

XRaySpeX — Fri, 10 Dec 2021 16:50:38 GMT

So there is no more phoning +44 800 956 6000 (option 2, option 4) to put you in touch with the Unlocking Team to request an Unlock Code?

Re: Unlocking your EE mobile phone or device

Pdog — Fri, 10 Dec 2021 18:39:56 GMT

If the code has been entered incorrectly do I need to get an mck code if the phone is asking for it or can I just retry and enter the correct details?

Re: Unlocking your EE mobile phone or device

Pdog — Fri, 10 Dec 2021 19:40:09 GMT

If the code has been entered incorrectly do I need to get an mck code if the phone is asking for it or can I just retry and enter the correct details?

Re: Unlocking your EE mobile phone or device

Jon_K — Sat, 11 Dec 2021 09:14:41 GMT

Hi @Pdog.

You should be able to try your code again unless you're getting an error message.

Jon

Re: Unlocking your EE mobile phone or device

greenman3 — Tue, 14 Dec 2021 14:11:39 GMT

Hi, thank you for this update but I just want to clarify, I spoke to an agent today at 150 and they said as far as they know, it’s still locked for 6 months. So I just want to make sure that what your saying is more true vs the agent’s info.

Re: Unlocking your EE mobile phone or device

Plymouthbloke1 — Fri, 17 Dec 2021 21:19:33 GMT

It’s no longer legal to sell a phone locked to a network so the 6 month thing is cobblers.

Re: Unlocking your EE mobile phone or device

XRaySpeX — Fri, 17 Dec 2021 21:26:53 GMT

@Plymouthbloke1 : No, it isn't! The 6 months still applies to devices already sold prior to now. The Regs only applies to devices newly sold from Jan. 2022.

Re: Unlocking your EE mobile phone or device

Mckinstry26 — Sat, 18 Dec 2021 05:50:14 GMT

How wonderful for anyone buying a new phone as of this month.

I have owned my phone for years, only just switched provider and am paying for a SIM contract that I cannot use becayse EE has locked me out of my own property!

Is there a compensation departmemt? Issue still not resolved, tantamount to theft.

Re: Unlocking your EE mobile phone or device

Katie_B — Sat, 18 Dec 2021 07:58:49 GMT

Hello @Mckinstry26.

Has there been any update since you last spoke with the unlocking team who sent a form off to Sony?

Speak soon,

Katie.

Re: Unlocking your EE mobile phone or device

Mckinstry26 — Sun, 19 Dec 2021 23:11:13 GMT

The unlocking team have been less than helpful, took me to phone a helpline (paid line given I'm no longer with EE, of course) and then the form was sent off. Still waiting, nearly at the 10 working days guideline wait.

Family and friends cannot reach me unless I have wifi for whatsapp. An inordinate amount of hassle so far.

Re: Unlocking your EE mobile phone or device

Leanne_T — Mon, 20 Dec 2021 08:18:32 GMT

Hi @Mckinstry26

Thanks for coming back to us.

Did you provide an email address or mobile number for the team to contact you with the unlocking details?

Thanks.

Leanne.

Re: Unlocking your EE mobile phone or device

Plymouthbloke1 — Tue, 21 Dec 2021 13:38:40 GMT

@XRaySpeX It was made illegal from 17th December actually. You do have a point with existing devices less than 6 months old, but seeing most devices sold these days are Apple ot Samsung, it’s a moot point as they are either already unlocked or proactively unlocked now anyway.

Re: Unlocking your EE mobile phone or device

jannetje1982 — Tue, 04 Jan 2022 22:26:27 GMT

Hi, I am trying to work out if my phone is unlocked, and if not, request for it to be unlocked. I don't have another SIM card to try in there right now, so have followed the advice above. When I enter my IMEI number, it brings up the description of my phone, but then won't proceed to step 3, 'unlock'? Just asks if I want to check another device?

Thanks

Re: Unlocking your EE mobile phone or device

James_B — Wed, 05 Jan 2022 07:39:44 GMT

Hi @jannetje1982,

Welcome to the EE Community. 🙂

What is the full message you see when proceeding to step 3?

James

Re: Unlocking your EE mobile phone or device

breadandroses — Fri, 07 Jan 2022 13:53:09 GMT

I am having the same issue as Janet. I enter my IMEI, it appears to verify, and then I cannot move forward. This error takes place in Firefox, Chrome and Internet Explorer so it doesn't seem to be a browser issue. As below:

I cannot call EE Customer Services on 150 because the only phone I have access to at the moment is locked to EE and my sim card is with Virgin Mobile.

Re: Unlocking your EE mobile phone or device

XRaySpeX — Fri, 07 Jan 2022 13:23:22 GMT

@breadandroses : Don't worry, your images were awaiting approval. I have now done so & they should appear soon.

Re: Unlocking your EE mobile phone or device

XRaySpeX — Fri, 07 Jan 2022 13:27:20 GMT

@Plymouthbloke1 : If it is so moot why are peeps, even with Samsungs, still trying to get their phones unlocked?