7 weeks and counting for unlock code ... unacceptable

[fishmitten69]

I`ve been waiting for 7 weeks now for ee to unlock my network , the phone meets all the criteria to be unlocked  , however after weekly calls and ee promising on several occasions to be in touch .... suprise suprise no call back or text .

This is totally unecceptable from ee , its nothing to do with covid (as one rep told me from ee) .

Ee should be ashamed of themselves .

[Chris_B]

@fishmitten69  After 10 days you can have this escalated.  Don’t know why you got told anything about Covid as this has not had any effect on unlocking devices. 

[fishmitten69]

You're right , it has been twice and still no reply .

[XRaySpeX]

Where did you yourself get this device itself originally? Did you buy it yourself new direct from EE or from a 3rd-party reseller or is it 2nd-hand? The unlocking process & costs are different. Was it originally on contract or PAYG? How old is it? EE won't unlock contract devices less than 6 months old.

[fishmitten69]

That isn't the issue , I have met all the criteria, the problem is the time it's taken,  ee have acknowledged that it is ok to be unlocked . ... they just haven't done it .

[XRaySpeX]

It is possible that it is behind the delay. Have you already paid the unlocking fee of £8.99 or are you in the position of getting it done free?

[fishmitten69]

Why would it be behind the delay? ..unless people are leaving ee on mass ... they haven't even replied , despite escalating it twice , many phone calls and apologies,  one of the ee guys told me to buy an ee sim card ,register for my ee and unlock my phone that way , ironically ( hmmm) we have enough staff to pester my wife with offers constantly,  but no time to unlock phones ... funny that . 

[Christopher_B]

Hi @fishmitten69 Welcome to the community. Just like @Chris_B said this will usually be completed within ten days. However this can sometimes take longer.

What model device have you requested to be unlocked?

When you've spoken to us over the phone, has anyone been able to tell you why there has been a delay?

You can find information about this on our handset unlocking page.

Thanks.

Chris

[fishmitten69]

No explanation other than "it shouldn't be taking this long " and " I have escalated this and you will recieved a call back within 7 days " .... ee never call back . 

It's a Huawei phone , I understand that ee need a code from them .... which is why I contacted Huawei directly,  they claim that they haven't been contacted about the handset and that I should go back to ee , ... they flew a helicopter on mars yesterday ... but ee cant even return a call ... I'm very disappointed. 

[Chris_B]

@fishmitten69  Huawei wouldn’t confirm that EE have contacted them about your device anyway.  You’ll always have no that haven’t contacted us.  Your only speaking with a customer service agent who doesn’t get involved at any level of phone unlocks.  It’s best to I deny they’ve  been contacted even if they have caused and it looks bad on them doesn’t it.