Problem unlocking an old EE phone

[NickyGalea]

I am trying to unlock my old EE phone for my partner to use.  It is a Samsung Galaxy A20e.  I am trying to follow the online instructions but it keeps sending me in circles.  I enter the IMEI number and it confirms the phone model and that it is locked to EE.  I click on 'unlock this device' and it gives me an unlock code.  It says 'hit on the link below and we'll explain how to use your unlock code to finish things up'.  I click on the 'unlock your Samsung device link', but all it does is take me to a page that explains that it's free of charge to unlock a device, and that some devices are already unlocked etc.  There is a link saying 'unlock your device' but when I hit on this is takes me back to the beginning again where it asks for the IMEI number.  There is no other link on that page or any instructions explaining how to use the unlock code.  Please could you let me know how I use the unlock code to unlock this phone?  Many thanks.

[James_B]

Welcome to the EE Community, @Cseeds24 🙂

What happens when you try to unlock your phone online?

James

[Hazatron]

Dear James,

I keep doing it online and it goes around in circles. as soon as you click unlock the phone it takes you straight back around to page of how to unlock your phone for free. Please can you help??? This is really frustrating

[Christopher_G]

Hi @Hazatron 

Welcome to the community.

What is the make and model of the device you're trying to unlock? Have you tried the website on more than one device or browser?

Chris

[amaanahmad84]

I have been trying to get a unlock code from the EE Device unlock website for the past 3 weeks, every time i enter my IMEI, I get a message that "something has gone wrong on EE side, try the IMEI again or come back later"
I have been to a EE store and they were not able to help.
How else can I obtain an unlock code for my mobile

[amaanahmad84]

same issue here, how can EE not resolve this? 
I have been trying for the last 3 weeks to obtain an unlock code and the website just states "there is a problem on our end, try again later or try a different IEMI"
Store reps haven't got a clue either and are trained on the basics of selling/upgrading. 
EE need to do better to provide a better service. 

[Ali_A]

Hi @amaanahmad84 

What is the make/model device you are trying to unlock? 

Ali

[amaanahmad84]

Hi @Ali_A 

Its a Samsung Note 10

I have been on the phone to EE and managed to speak to a chap, who has spoken to the technical team, they've stated this is an issue on their end affecting multiple user and not just me. 
He has put a manual request in for the device to be unlocked, and has said i should either receive a confirmation of the device being unlocked or an email with the unlock code in the next 24 hours. 

[Ali_A]

@amaanahmad84 

Great to hear you've been able to receive help from the Customer Care team.

As soon as they have the unlock codes they'll get back in touch with you directly. 

Thanks for keeping us updated with this. 

Ali 

[Robinio76]

Are EE going to fix this on-line problem? Feels like you are making this as hard as possible for us to get phones unlocked?

I haven't got time to wait in the queue on phone for next available service person

[mcollett85]

Hi there, I have been trying to unlock my wifes old EE mobile phone. We follow the instruction on the EE website enter the IMEI number as instructed but it doesnt provide us with the unlock code? What doesnt help is if we call EE via 150 from her phone there is no option to speak to a human and no option for technical support? Urgent help needed please. Thank you.