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Re: help please. Phone locked so how can I contact EE?

1taib
Investigator
Investigator

‎07-10-2020 01:12 PM

Hi,

Is it possible to unlock a device that hasn’t been on contract for 6 months yet, as I have an iPhone 11 which is currently locked and I am struggling to unlock it, I’ve attempted to unlock it through the my ee app but it just says my device can’t be unlocked - that’s it no explanation as to why.

0 Helpful
13 REPLIES 13
XRaySpeX
EE Community Star
EE Community Star
In response to 1taib

‎31-01-2021 03:05 PM

So as far as EE is concerned in your hands it is 2nd-hand.

 

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.

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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0 Helpful
Christopher_G
EE Community Support Team
In response to 1taib

‎31-01-2021 03:12 PM

I seen from one of your other posts that the phone was given to you as a gift, @1taib.

 

Check out this handset unlocking article which explains what you need to do to unlock it.

 

Chris

0 Helpful
1taib
Investigator
Investigator
In response to XRaySpeX

‎15-02-2021 02:41 PM

In regards to the age of the phone, I did receive a message from the unlocking team saying the device hasn’t been active for 6 months. Does this mean the device has to be on an active plan or contract or just in my possession for 6 months, before I can unlock.

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to 1taib

‎15-02-2021 02:45 PM

Hi @1taib,

 

It's six months from the date of purchase.

 

Hope this helps.

 

James

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