How to unlock a second-hand phone or device locked to EE

[KayEmPee]

I have been an Orange then ee customer for.... forever. I'm well out of contract but have kept the same airtime plan ongoing.  I've got a handset that I'd like to pass on after I've unlocked it. Here starts the problem.

I've filled in the online Myee form about unlocking several times since January. (life moved on and I forgot to look for the email.)  No email has ever arrived.

I tried again on the 1st of April - no email. I then phoned on 2 April. Followed all the Press button Options to get me to Unlocking Team. Except I got a recorded message saying Go to My EE and do it online.   Phoned again pressed different options this time to tech support and spoke to Paul.

After 40 mins or so on the phone to him (going round and round the unlock screens and using links he sent me) he had no idea why it hadn't unlocked and why I had never received any email.

I asked him what do I do now?  he said he'd send me an "incident"("Case" ?) reference.  which he did. . . to my landline.

Anyway,  I have used the site IMEI.info to look at my imei details which give the impression the phone is already unlocked.  However, putting a different sim in the handset just gives me the message "emergency calls only".

Before I escalate this to be a complaint,  can you assist.

[Northerner]

Hi @KayEmPee 

Not much can be done in the forum. You need to speak to EE direct and follow the unlocking instructions. It maybe your device cannot be unlocked (because of age or manufacturer).

Thanks

[XRaySpeX]

You've no grounds to complain to EE about a device they never sold you. You're not their customer for it.

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.

[Leanne_T]

Hi @KayEmPee

Thanks for coming to the community. 

The SIM you have tried is this an active SIM card on another network? 

Speak soon 🙂

Leanne.

[KayEmPee]

@Northerner

Perhaps you're right. I was trying to avoid another phone call to cust svs,  took me ages to get through last time.  Thanks though. 

[KayEmPee]

@Leanne_T    Thanks for your reply.   Yes, I thought it was.  But turns out maybe the new sim isn't active yet.    I'll wait another day or so just to be sure then I'll probably ring CstSvs like @Northerner  suggested.

Thank you

[Leanne_T]

Hi @KayEmPee

If you could possibly try another SIM card to see if this works, with the phone showing emergency calls only this could be the SIM.

Just to check are you asked for a network unlock code on the phone?

Leanne.