Still waiting for device unlock code.

[Lmar92]

Hi, I requested to unlock my device about  12 days ago now I did this on the phone, they took all details and filled the unlocking form online I’ve had no email or correspondence about having the device unlocked and as of now it’s useless because EE isn’t the network I wish to use, tried to call customer service again got cut off twice and the chat doesn’t work for PAYG, any help would be appreciated. 

[Chris_B]

@Lmar92  Where did you get the device from ? 

[Lmar92]

Got it from my aunt for my daughter to use but it was locked to ee so I called up they said I’d get a code by email within 10 days that’s not happened. 

[Leanne_T]

Hi @Lmar92

Thanks for posting on the community. 

Have you checked your junk/spam folder for the email? 

Thanks. 

Leanne.

[XRaySpeX]

Did you pay EE £8.99 upfront for them to unlock it? If not, you need to pay for getting 2nd-hand devices unlocked.

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.

[Lmar92]

No I didn’t pay them anything they didn’t ask me to surely they should of told me not just left me waiting, il have to try calling again I have tried twice but I get cut off when asking to be put through to someone who can unlock the device for me thanks for the reply. 

[XRaySpeX]

In that case I v. much doubt that the proper process is being followed. Hence you've not heard back.

[Lmar92]

Hi yes I’ve checked daily for the last 13 days nothing but someone previously said if it’s a second hand device I would have to pay £8.99 which is not a problem I just wasn’t asked I was put through to someone who did the form with me on the phone she took my email and phone number and that was it haven’t heard anything since, I’ve tried again to call and both times I got put through to the unlocking department the phone got cut off, the chat doesn’t seem to work for payg customers I don’t know what to do next. Thanks 

[James_B]

Hi @Lmar92,

Did you know your Aunt may be able to unlock the phone for free at myaccount.ee.co.uk/app/device-unlock?

James

[XRaySpeX]

@James_B : Providing she bought it direct from EE.