Can't unlock phone bought from EE store

Humerach1
Explorer

‎09-04-2021 09:23 PM

Hi,

 

I bought my phone and sim under contract, but after 24 months I cancelled contract and I had to change my sim as someone from EE did something to it, i could no longer use it anymore. So i bought a pay as you go EE sim which I have had for over a year now. I have tried to unlock my device through My EE but it didn't work kept saying: "This device can't be unlocked. We're unable to unlock a device with this type of account". Please help. I really need to unlock my device.

 

Kind regards,

Humera

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3 REPLIES 3
XRaySpeX
EE Community Star
EE Community Star

‎09-04-2021 09:48 PM

@Humerach1 : You sure you didn't get device itself with an EE contract from a 3rd-party reseller, like CPW? That's usually the reason the EE unlocking form won't recognise it.

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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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Humerach1
Explorer
In response to XRaySpeX

‎09-04-2021 09:51 PM

I bought my phone from an actual EE store in oxford street. The store itself is EE, an EE employee sold me my samsung s8+ device with a 24 month contract.

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Leanne_T
EE Community Support Team
In response to Humerach1

‎10-04-2021 08:02 AM

Hi @Humerach1

 

Welcome to the community. 

 

If you get in touch with our Mobile Care team on either 150 from an EE phone or 0800 079 8586 from any other phone, they will help you with your unlocking request. 

 

Let me know how you get on 🙂

 

Leanne.

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