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Unlocking a device

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Floresque
Investigator
Investigator

‎06-11-2023 10:31 PM - edited ‎06-11-2023 10:36 PM

Hi everyone - I have a Samsung device that is locked.  I started the unlocking process by pressing *#06#  to find my IMEI number which I then verified on the form.  I was then taken to a screen which gave me my unlock code which I  was told to keep handy as I would "need it for the next bit"

I was asked to "Hit the link below. We’ll explain how to use your unlock code to finish things up"  
Unlock your Samsung device 

That link takes me back to the screen with instructions on how to retrieve and verify my IMEI number which I have already done - if I try to repeat those steps I get this message

Floresque_0-1699308284788.png

I then entered my email address to have "the steps to unlock your device" sent to me by email.  The email says my unlock request has been accepted and shows my IMEI device number but there are some simple steps I need to complete on the device itself before I can use it on any UK network".  There is also a link.  Great - now I'm getting somewhere - the link takes me to this page:

https://ee.co.uk/help/mobile/manage-use/unlock-device/unlock-an-ee-device-to-use-with-another-networ...

There are no further instructions to unlock my device or how to use the unlock code I was given - which is different to the device's IMEI number.  The two links on the page to unlock my device take me back AGAIN to the IMEI retrieval and verification page which I have already done and tried to repeat.  After an hour of going round in circles I've given up.

Can anyone help me please?

22 REPLIES 22
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Wizzy9
Visitor
In response to ArifD

‎08-02-2024 12:25 PM

Amazing! Thank you so much for putting this on here as I was starting to pull my hair out with frustration at the lack of instruction on the EE how to screen. 

0 Helpful
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Tommyg5
Contributor
Contributor
In response to Garibaldy

‎08-03-2024 08:19 AM

many many thanks for the information and thankfully it worked and this was after many attemps to contact EE about the problem, maybe they should rewrite the advice given on their website, thanks again

 

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AshyLarry
Contributor
Contributor

‎14-04-2024 01:49 AM

I've had the same problem and thankfully this thread has provided the solution after going around in circles on EE's stupid "help" pages. They still haven't bothered to update the advice after 5 months...just shows how much they care. Glad to be leaving EE, and once my broadband contract ends that's me finished with them!