Cannot unlock pay as yo go phone

[Bentherep]

I purchased a hawaeii mobile phone from an ee shop couple of years ago. I have just tried to unlock the PAYG device via my ee but it says that this phone cannot be unlocked. I do not have the original sim card that came with this phone as I placed a work payed contract sim in it. I since want to put another sim card in this phone but it says its locked to the ee network and I need some kind of code. I have the original box of the device and the receipt from the ee shop. The IMEI Device number is *************

[mod edit: removed personal details from the forum]

[XRaySpeX]

What mobile no. is registered to your MyEE? It needs to be the original no. that the PAYG phone was bought with to unlock it by MyEE.

[Bentherep]

1. I have no idea where the sim card is. As I said I purchased the phone and put in a work sim card. 

[XRaySpeX]

You don't need the actual SIM, just its original no.

You can just apply using the Unlocking your device form as the PAYG option and giving the mobile number that it originally came with. 

[Bentherep]

I have attempted to do this via the number on the receipt from the ee shop. I have also input the imei number on the receipt and it says the following message

Sorry - we can't unlock this phone as we don't recognise it as being locked to EE, Orange or T-Mobile.

Hiw is this possible? 

[Leanne_T]

Hi @Bentherep

Thanks for coming to the community. 

If you give us a call our Mobile Care team will be happy to help with the unlocking request. 

Let us know how you get on 🙂

Leanne.