EE won't accept that my 4GEE wi-fi mini router requires a 16 digit unlock code

[jaybee001]

Hi - I have a 4Gee mini EE-71-2BE8GB3, and I have been trying since June, to get it unlocked. on 30th July, they sent me an unlock code of 10 digits based on the IMEI, and instructions of how to use the code. As the instructions asked me to make sure that my device had the latest update, I checked it and it stated that it was the latest software available but I can not find any way of checking or updating the firmware on my mini. When I put a non-EE sim in and go to the device IP browser page and enter the unlock code, it states '16 digit code is required'.  With 10 digits, it wont let me submit them but insist it has to be 16 digits.

I have spent two months of contact with different persons at EE, emails and telephone calls, emphasising the 16 digit requirement but after two months, ultimately, I have just received the same 10 digit unlock code and now they tell me, the 10 digit code is the correct one and there is nothing else they can do.

Can anyone advise on how to resolve this please? 

[Chris_B]

@jaybee001  EE get the unlock codes from the manufacturer of the device.   If they are only given a 10 digit code they can not request a 16 digit code as that will not exist. 

[jaybee001]

Thanks Criss_B, EE have made me aware of that and they are allegedly waiting on a response from the manufacturers about the demands of my device.

[Leanne_T]

Hi @jaybee001

Let us know how you get on after we have heard back from the manufacturer and let you know what they have said. 

Thanks 🙂

Leanne.

[jaybee001]

I will let you know any response I get and what the solution was, if I get one.

[Leanne_T]

Thanks @jaybee001

Speak soon 🙂

Leanne.

[jaybee001]

The latest. After being told by EE that they could do no more and that they were waiting for further response from the manufacturer and giving me a link to contact them myself, I did so. They replied back to me to say that it is the network operators who lock their unlocked devices and that they should be able to sort this out for me, and to pass on their reply to EE. So that is what I have done today, and I await their response.

[Leanne_T]

Thanks for the update @jaybee001

I hope this is sorted soon for you. 

Leanne.

[jaybee001]

I was given contact access to Alcatel (manufacturer?) by EE, and they told me that their devices are sold unlocked and that it was the network provider who locks them and should therefore sort my problem out.

[Leanne_T]

Hi @jaybee001

Have you had an update from our Mobile Care team since you provided the last update? 

Leanne.