iPad not recognised by EE so can’t unlock!

[DonnieSparko]

Hi, I have a 4th Gen iPad Pro that I got through EE. It is out of contract and I got a free data SIM from Virgin that I wanted to use in it. When I try it is locked to EE.

Trouble is when I put the IMEI into the EE site it tells me it’s not one of their devices which of course it is.

What can I do? I don’t want some dodgy unloving place to do it so is this a long call to Customer Services?

Thanks,

Simon

[Chris_B]

@DonnieSparko   Just call customer services it’ll not take long and there is no charge to unlock your device. If you go elsewhere they will charge you and all they’ll do is contact EE to make this request.   

[DonnieSparko · Accepted solution]

Thanks Chris. I actually bit the bullet and called them and it took a little time but they did actually sort it out. Apparently it’s a regular issue with iPads.

[steviejones133]

Sorry for reviving this one, I’m having awful problems trying to get EE to unlock an iPad Air 3rd gen I recently bought. I’ve used their IMEI tool online but it says it isn’t an EE device when the previous owner confirmed it was most definitely an EE contract device.

Spoke to EE tech support who were useless and could only confirm the same, saying it wasn’t an EE iPad.

I got the original owners to call them and she received a message back from EE’s handset unlock team saying that it was now unlocked……..but it’s still not working with my Sky Mobile SIM card.

Ive spent an hour on the phone to Apple support who confirmed that it was carrier locked to EE and that only they could unlock it. The Apple guy told me to tell EE that the lock status on Apple’s end was showing as “IPADEEP10xPOLICY”

Any ideas? - seems like no one at EE knows a thing….

[Ali_A]

Hi @steviejones133 

I'd recommend getting back in touch with our Customer Support team who'll be able to raise a ticket for the unlocking team to take a closer look at this for you. 
They may simply need to resend the unlock flag to Apple again so it updates on their server. 

Ali 

[steviejones133]

Thanks for the suggestion Ali, I have just tried calling and they won’t talk to me about it as I’m not the original owner - I’ve pestered her enough and EE will not even check the status of the lock for me, never mind raise a ticket with the unlocking team.

Going round and round in circles here and EE are of no use whatsoever.

[Ali_A]

@steviejones133 

Does it show the lock status when you check on our Unlock your device page?
You can also check on the iPad- Settings > General > About > Carrier Lock OR Network Provider Lock

Have you followed the steps at How do I complete the unlock process on my iPhone or iPad? 

Ali 

[steviejones133]

Of course I have tried entering the IMEI just like the original post on this thread, says it isn’t an EE device.  Also, there is no option to check “carrier lock” or “Network Provider Lock” - all that shows regarding network provider being “ipad 70.0” and “mobile Data Number “unknown” (note there isn’t a SIM installed when checking this as my Sky SIM card just loops saying “SIM not supported”

[Ali_A]

Thanks. 

You’ll need to do a few things to fully unlock your iPhone or iPad once it’s been unlocked by EE. It will continue to say SIM not supported until you've completed those steps. 

Have you already tried the steps to complete the Apple Unlock process? 

Ali  

[steviejones133]

Do tell what these “steps” are!

Ive had the original owner phone EE to request it be unlocked, the EE handset unlocking team have emailed her a few days ago with confirmation they’d unlocked my device (she forwarded said email to me) yet it remains SIM not supported.

The iPad is set up with the latest iOS 26.5, all works perfectly until I put my Sky Mobile SIM in and that’s when the fun starts with this loop of SIM not supported.

[Mod edit: Image rejected as it contained personal information]