my mums hasn't been unlocked to another network, waited 14 days now

i have been trying to unlock my mums phone, she was on ee and has recently gone over to Virgin. She was sent the generic email to say it would take 10 days, we have waiting 14 now and still not sorted. I find this amazing that she has to do this when Virgin is run by ee anyways? Please help!!

EE Community Support Team

Re: my mums hasn't been unlocked to another network, waited 14 days now

Hi @sam5679


Thanks for coming to community 🙂


Have you had a read of our Unlocking your EE mobile phone or device support article?


Important information


If we are ever unable to unlock a device due to software issues, we will contact you and refund the unlocking fee, if it has been charged. We will then direct you to the manufacturer.


It can take up to ten days to receive your unlock code ­– however sometimes it may take longer if we have to contact the manufacturer.


If you haven’t received your code within ten days and haven’t received a text saying we’re waiting for the codes from the manufacturer, please get in touch.


If you can please get your mum to give us a call, we will chase this up for you.


Thank you





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