EE Customer Services won't unlock a network locked phone

[jguiii]

Hi everyone.

I am in the process of trying to have an old, EE network locked phone unlocked. The phone is a Motorola Moto G 5G plus and was purchased on contract from EE about 4 years ago.

When using the online form, the device wasn't detected and I had to request further contact from EE. After waiting for communications, I received the following email from EE:

Hi There

We are unable to unlock this device as it is not locked to the EE network we can only unlock devices that are locked to EE

Many Thanks

This concerns me as the device is definetely network locked. When putting a Vodafone sim in the phone, the device asks for a sim network unlock code, like a locked device would, and I cannot get around this and use the sim without the code. This is also incredibly frustrating as I know that the device is locked to EE because the EE network is the only network the device has ever successfully connected to.

Any help here would be appreciated.

[jguiii]

The code is 8 digits, and is all the same digits. It didn't look right on the email, but the customer service team is adamant that it is correct, however it doesn't work and they won't provide a further response.

I have already tried using the online site and as I have said now multiple times, it doesn't recognise the device and instead tells me it needs a few more details which puts the request through to the unlocking team who I am currently trying to deal with. This is becoming incredibly irritating at this point as I am not getting anywhere with this.

[Ritu_D]

Hi @jguiii 

I am really sorry the code that has been provided is not working for you. 

We have no way to view your unlock code here on the community. 

I would suggest calling our customer service team to see if this can investigated further, you can find details how to get in touch here Contact Us | Help & Support | EE

Thanks 

Ritu