topic Re: Unlock Device Page Not Working in Other phones & Devices

Unlock Device Page Not Working

taynob — Sat, 04 May 2024 13:27:21 GMT

Hi, can anyone get the EE unlock device page to work? Every time I enter the IMEI number, I get the following message (and its been like this for weeks)....

"Please try that again

Sorry, something went wrong on our end. Please enter your IMEI again or come back later"

I need to unlock my sons phone for a talk & text SIM only plan.

I have called the EE helpline, they also cannot use the page, and told me to keep trying....very frustrating!

Anyone got a work-around?

Re: Unlock Device Page Not Working

Christopher_G — Sun, 05 May 2024 06:37:47 GMT

Hi @taynob

Welcome to the community.

Have you tried this on another device/browser, just to see if it then works?

Chris

Re: Unlock Device Page Not Working

taynob — Sun, 05 May 2024 06:40:10 GMT

Hi Chris, yes have tried 3 different browsers, also on my smartphone, laptop & tablet - all give the same error.

Lynn

Re: Unlock Device Page Not Working

Christopher_G — Sun, 05 May 2024 07:10:19 GMT

OK, thanks for trying, @taynob

I recommend speaking with our Mobile Care team to see if they're able to request the unlock for you from our side.

Chris

Re: Unlock Device Page Not Working

taynob — Sun, 05 May 2024 07:13:54 GMT

Thanks Chris, already tried that but they were having the same problem with the page and also said there is no longer a team that deals specifically with device unlocking. They told me there have been problems with this page for quite some time, every now & then it works, so just told me to keep trying, which I do every day, but to no avail. Are you able to test it yourself if I give you the IMEI number?

Lynn.

Re: Unlock Device Page Not Working

Christopher_G — Sun, 05 May 2024 13:01:14 GMT

The Mobile Care team have access to a different unlocking system, for use when customers cannot unlock using the page that you mentioned, @taynob.

If you speak to them again, they should be able to complete the request for you.

Contact EE
Chris

Re: Unlock Device Page Not Working

IDSFX — Sat, 15 Jun 2024 09:35:52 GMT

Hi Christopher,

I have been having the same problem and now thinking of going to one of your outlets. Will they be able to assist me?

Re: Unlock Device Page Not Working

Katie_B — Sat, 15 Jun 2024 12:28:55 GMT

Hi @IDSFX.

Our staff in store will be able to help.

Katie 🙂

Re: Unlock Device Page Not Working

dho5 — Sat, 18 Jan 2025 20:05:00 GMT

I discovered the answer today

Put an EE SIM in the device and then connect.

Set up a new profile and put in a dial with 1111

I did this and the router became unlocked

Good luck

Re: Unlock Device Page Not Working

UncleG — Mon, 03 Feb 2025 20:31:25 GMT

Feb 2025 and it's still not working. PATHETIC.

Re: Unlock Device Page Not Working

Michael_D — Tue, 04 Feb 2025 08:36:36 GMT

Hi @UncleG

Welcome to the community.

If you are seeing the same error as the OP, can you try to clear the cookies and cache from your browser and try again? If that still doesn't work, are you able to try another browser?

If you still see an error, please contact our customer services team who can arrange for the phone to be unlocked for you.

Michael

Re: Unlock Device Page Not Working

UncleG — Tue, 04 Feb 2025 08:58:43 GMT

I've tried 3 different browsers. I am an ex IT Manager and 'clear cookies & cache' is the pat response when you don't know the real answer. I have TWICE requested EE to unlock the phone for me and got so frustrated still waiting that I yesterday paid someone on eBay 99p to get me the unlock code and this morning have unlocked it. Very Poor if a 3rd party can do it and EE, who are supposed to provide a free facility to do it, can't.

Re: Unlock Device Page Not Working

Michael_D — Tue, 04 Feb 2025 09:07:57 GMT

The page itself does work @UncleG, I was just wanting to rule things out.

If it still doesn't work after trying other browsers, it may be that the IMEI is not one we have the code available for. At that point, we would point you to calling customer service so they can check the code, and if it is not available, they would contact the manufacturer, which can take a few days.

Michael

Re: Unlock Device Page Not Working

UncleG — Tue, 04 Feb 2025 09:17:58 GMT

I did call EE twice and first time was told the problem had to be passed on and later I received a message that I needed to check if I had provided the correct IMEI number. I HAD. So called again and again told problem would have to be passed on, I amd still awaiting an answer. In the meantime I found an eBay seller who unlocks phones and I repeat this morning I received the unlock code from him and MY PHONE IS NOW UNLOCKED so the unlock cole was available. Your unlock S/W should work on any browser whether cache has been cleared or not and I will add I have just AGAIN tried on my mobile phone and every time the monemt you press the UNLOCK YOUR DEVICE function the same old message 'PLEASE TRY THAT AGAIN - Sorry, something went wrong on our end ........

Re: Unlock Device Page Not Working

UncleG — Tue, 04 Feb 2025 10:24:52 GMT

To prove a point I have just tried on both a tablet and a Chromebook, both freshly installed and clean, and as I expected I get the same failure message. So your software/app/program is clearly not working. GET IF FIXED PLEASE.

Re: Unlock Device Page Not Working

UncleG — Tue, 04 Feb 2025 10:30:51 GMT

If the software you give customers access to doesn't work surely you should either get it fixed or give the customer access to the 'different unlocking system' ???????????

Re: Unlock Device Page Not Working

Gazzalfc — Mon, 17 Feb 2025 19:07:55 GMT

I'm having the same issues. EE are no help. They just don't want you taking ownership of phones that you own. They want you on contract as long as possible