I can't unlock my old contract phone

[Victoria211]

I have an iPhone purchased in 2015 on EE contract. Not SIM only, but a proper EE, phone and SIM together contract. I just want to unlock my phone but am having so many issues with customer services. 

AFTER the contract ended I cancelled it and swapped it to a pay as you go because I left the country. Paying £40 a month for a SIM card I could no longer use was pointless. But my contract had completely finished its course, no outstanding balance, correct exit notice given ect. I now no longer use the line. 

The first representative I spoke too informed me not an issue we can unlock that for you, it will be 10 days have a good day. 12 days later I call back, the second representative informs me it's a pay as you go, the phone doesn't come up as registered to an EE account I need to pay £8.99 (it was a contract but anyway...) I said okay do it, he submits a request says it will be 10 days. Still nothing. I go onto the EE website enter my phone number, the phone that isn't registered to an account pops up as registered to the EE number. I submit a request to unlock it, and I receive a notice that I will get an email confirmation within 3 hours. It's been 3 hours but still no confirmation. Can my EE locked contract phone, purchased after September 2015 when phones are supposed to automatically unlock after 18 months, actually be unlocked? 

[Chris_B]

@Victoria211  iPhones are automatically unlocked if purchased after 1st September 2015. To request a unlock for free you need to give the original phone number that you used in this device.  And you can use THIS to make that request.  

if you know longer have or know that number then you’ll be charged the unlocking fee of £8.99. 

have you texted UNLOCK to 150 with a EE sim in the phone ? 

If your device is running ISO 14 you can also go to Settings/General/About and scroll down to Network Provider Lock.  If it says no Sim restrictions then the device is already unlocked. 

What network sim are you trying to use ?  If it’s a 3 sim that will be your issue as you’ll need to use a different network sim first as 3 sims have issues on first time usage when they are put in to an unlocked iPhone.  I recommend a O2 or Voda sim. Once you have use one of these networks sims you’ll be ok to use a 3 sim without issue. 

[Victoria211]

Hi @Chris_B 

I also brought up this fact to representative number 2 and he said he had no idea what I was talking about. I stated it is from the EE website and he said "I'm not sure". 

The SIM I am trying to insert is Alfa. I live abroad not in the UK anymore and EE are not a provider in this country. 

I know my number, but EE have deemed the number dormant as it has not been used in so long (told to me by representative number 2) 

At this point I don't care about paying the money, I said I was happy to do so but still I am having issues trying to get the phone unlocked. 

The phone is still locked, in setting it says carrier locked. On the front screen it states SIM not supported, contact carrier to unlock device. 

[James_B]

Hi @Victoria211,

Welcome to the EE Community. 🙂

Have you received a confirmation email yet?

Thanks

James

[Victoria211]

Hi @James_B 

No I have not. 

[James_B]

Hi @Victoria211,

If your confirmation email still hasn't arrived 24 hours after your request, please get in touch with Customer Care so we can check the the status of your unlock for you.

Thanks

James

[Pippataylor09]

I am having the same issue with the exception that I live in the UK and still use the number on my current phone (not the one I need unlocking which is my old contract phone). I’m trying to give my old phone to my son to use. I ordered this phone in October 2016 so I don’t understand why a phone that I have paid in full for is automatically unlocked. I’d like to add that my current phone was also with EE (2019-2021 contract) I left last month, phone unlocked automatically so no problems with this one which I now have a cheap sim only with a different company.

I can’t login to my EE account even after a password resent, I’ve been through the conversation twice with chat facilities and sent the unlock request form off seven days ago, the email confirmation said I’d get a text within 72 hours, that it could take up to 10 days but I’d be informed if this was the case.
I’ve always had good service with EE but honestly this whole situation has put me off ever buying a phone with EE again. 

[Jon_K]

Hi @Pippataylor09.

Welcome to the community.

If you don't hear back within the ten day timescale, I'd recommend getting back in touch with our unlocking team. I'm sorry to hear that it hasn't been unlocked already.

Jon