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Requested an unlock but it still hasn't gone through

mimimoo_89
Visitor

‎14-06-2021 10:05 AM

Hi, hoping somebody can help on this one.  I requested an unlock on my device last week via my online account, went through all the steps and got to the final page that says something along the lines of thank you for submitting your request you will get an email within 3 hours and be charged £8.99 on your next bill (I've done this twice now) but have received nothing through.  I tried the phone this morning with an alternate sim card to see if it had unlocked but sadly it hasn't.  Can someone help please as I don't want to find I'm being charged £8.99 per time for nothing to actually happen.  Thanks.

 

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2 REPLIES 2
Leanne_T
EE Community Support Team

‎14-06-2021 11:04 AM

Hi @mimimoo_89

 

Welcome to the community. 

 

If you get in touch with our Mobile Care team, they will be happy to check the unlock request for you, they will also give you an update on when this will be complete for you.

 

Let me know how you get on 🙂

 

Leanne.

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XRaySpeX
Grand Master
Grand Master

‎14-06-2021 11:34 AM

Where did you yourself get this device itself originally? Did you buy it yourself new direct from EE or from a 3rd-party reseller or is it 2nd-hand? The unlocking process & costs are different. Was it originally on contract or PAYG? How old is it? EE won't unlock contract devices less than 6 months old.

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