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iPhone 11 IMEI Portal Error - Stuck in "Code" Unlocking Loop

Navpreet762
Investigator
Investigator

‎20-09-2026 06:37 PM

 

Hello,I am hoping a Community Manager or Moderator can help escalate a technical issue with unlocking a iPhone 11.Whenever I try to use the online EE Device Unlock Portal, it immediately throws an error message after entering the IMEI. I have tried multiple browsers and cleared formatting, but the portal will not accept it.I have called customer support, but the agents have spent the last several days repeatedly submitting requests to the unlocking team to generate a "code". Because this is an iPhone, there is no code—it needs the over-the-air unlock flag sent to Apple's servers.The frontline team seems stuck in a loop and cannot bypass the portal error. Could a moderator please get in touch privately so I can provide my IMEI and get this manually pushed to the back-office technical team?Thank you!

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6 REPLIES 6
XRaySpeX
EE Community Star
EE Community Star

‎20-09-2026 06:46 PM

@Navpreet762 : This public user discussion forum can have no access to your specific account & can't escalate anything to anywhere. You need to raise this with CS.

 

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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Navpreet762
Investigator
Investigator

‎20-09-2026 08:18 PM

See this is what the problem is no one trying to help from last 7 days. Any where we ask for help, seems there’s no solution and trying to divert the issue. I have mentioned clearly whats happening when we escalated with CS and then tech team. And now you are telling me to go back to CS. 

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XRaySpeX
EE Community Star
EE Community Star
In response to Navpreet762

‎20-09-2026 08:44 PM

Yes, this is not the place for it.

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Ali_A
EE Community Support Team
In response to Navpreet762

‎21-09-2026 09:24 AM

Hi @Navpreet762 

Sorry to hear you've been facing difficulty unlocking your iPhone 11. 

When you call customer service team, they can raise a ticket to the unlocking team for the device to be manually unlocked for you. Did they confirm if they have raised a ticket?

Ali 

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Navpreet762
Investigator
Investigator
In response to Ali_A

‎21-09-2026 04:48 PM

Yes been told many times in last week ticket bern rsised but nothing happened 

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Ali_A
EE Community Support Team
In response to Navpreet762

‎22-09-2026 01:29 PM

@Navpreet762 

Have you check your email junk/spam folder to see if you have received an update? 

Alternatively you can try a non-EE SIM in the phone to see if the unlocking has been completed. 

Please keep us updated with how you get on. 

Ali 

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