Can't unlock my second hand device

[JP49]

Hi, I am trying to unlock a Samsung S7 bought couple of years ago and when entering the IMEI number on my EE account it says this device it is not available for unlocking. Is there any way I could know why? and if there is any other possible way to get the code?

Thanks 

[Chris_B]

@JP49  That’s because it’s 2nd hand and hasn’t got anything to do with your account, to request the unlock of this device you need to call customer services and you need to pay the unlock fee of £8.99. 

[XRaySpeX]

You cannot use the online unlocking form for 2nd-hand phones.

To unlock a 2nd-hand phone you need to call Customer Services on +44 800 956 6000 (option 2, option 4) to put you in touch with the Unlocking Team to request an Unlock Code. You will be asked for your email addy. They will take payment (of £8.99) from any valid UK bank card.

Once the process has been started you will receive an email from the Unlocking Team to process the unlock. It can take up to 10 days to complete the unlock.

But even so beware that EE could still refuse to unlock it. Many phones sold 2nd-hand have been reported lost or stolen, have been sold by the original owner when under 6 months old without EE's permission or have money owing on them.

If that is the case your only remedy is against whoever you got the phone from.