topic Re: Content block in Security

Content block

Chelc27 — Tue, 11 Jul 2023 07:32:18 GMT

How to remove content block

Re: Content block

XRaySpeX — Tue, 11 Jul 2023 08:58:32 GMT

@Chelc27 : Are you on contract or PAYG?

On Contract: Follow Switching Content Lock OFF or ON .
On PAYG: You can't control Content Lock from your MyEE. Instead you need to call EE with a credit card handy & pay a refundable token amount to prove you are over 18. Alternatively you can visit an EE store with some photo ID.

Re: Content block

Db69 — Wed, 20 Sep 2023 12:41:11 GMT

How can I remove content block from my phone

Re: Content block

Db69 — Wed, 20 Sep 2023 12:43:08 GMT

How to remove content block from my phone

Re: Content block

James_B — Wed, 20 Sep 2023 12:44:16 GMT

Hi @Db69,

Please see My EE - Content unlock.

Hope this helps. 🙂

James

Re: Content block

Tricia-1970 — Wed, 27 Sep 2023 17:54:45 GMT

Am on contract and got the phone back that went missing now I we'd it unblocked

Re: Content block

Katie_J — Thu, 28 Sep 2023 06:51:02 GMT

Hello @Tricia-1970.

It's great to hear you have found your lost device.

Please give us a call and notify our customer care team.

Katie

Re: Content block

Pompey76 — Sat, 20 Jun 2026 11:22:22 GMT

Hi, EE have added content block to my phone even though I was previously able to have it off. I don't have photo ID, I don't have a driving licence and I don't have a credit card. I have a debit card linked to am over 18 account. I'm 44. How do I have content block removed?

Re: Content block

Katie_J — Sat, 20 Jun 2026 11:25:06 GMT

Hi @Pompey76.

Thanks for coming here.

Just to check are you a pay as you go customer?

Katie

Re: Content block

Pompey76 — Sat, 27 Jun 2026 12:17:36 GMT

Hi, I am on pay as you go. I've been on pay as you go for some time and had verified myself previously but now I no longer have any of EE's accepted forms of ID. I have a debit card

Re: Content block

XRaySpeX — Sat, 27 Jun 2026 12:21:05 GMT

@Pompey76 : You can't remove contact lock w/out any of EE's accepted forms of ID or a credit card. Nowt else will prove you're over 18.

Re: Content block

Pompey76 — Sat, 11 Jul 2026 10:25:33 GMT

Is there a verified way to complain? I think it's ridiculous that as a consenting adult I'm automatically blocked. I have to use my debit card to top up every month for Christ's sake. A debit card where they've verified I'm over 18. I'm 44!!!

Re: Content block

Ali_A — Sat, 11 Jul 2026 12:56:48 GMT

Hi @Pompey76

It's great to hear that you're over the minimum age required to fully remove content lock.
For Pay as you go (Pre pay) you need to call EE on 150 with a credit card handy to verify your age. Alternatively you can visit any EE store with some photo ID

In store a we accept a passport, full driver’s licence, EU card or citizen card, as they confirm date of birth.

Over the phone we use Credit Cards, rather than debit card, for proof of age as they can only be issued to someone who is 18 or over.

You can find out more at How To I Turn On/Off Parental controls.

Ali

Re: Content block

Jasonrowe76 — Sat, 11 Jul 2026 13:00:55 GMT

Hi, can you send me a verified way of lodging a complaint? I've already said I don't have a credit card!!! I have a debit card with a bank that has already verified me!! I can't get to a local EE store because I don't live near one. If you had the ability to read you'd understand I'd already said all this. And now I just want to complain.

Re: Content block

Ali_A — Sat, 11 Jul 2026 13:46:28 GMT

@Jasonrowe76

We want to give all our customers an excellent service, so our first port of call is to contect our customer service team on 150 from your mobile where they will raise the complaint on your account for you.

However, if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

If you'd like to raise a case you can do so using our online form at Make a Complaint, where our dedicated team will look into the details and take ownership.

Ali