Unlock iPhone delays

[Unlockwait]

Hi, I need to unlock my second hand iPhone. I rang EE who submitted a request to the unlocking team on 14 January and I received a text on 15 January from EE saying that it was being done. But still nothing nearly 1 month later. When I ring customer services they explained that they can’t speak to the mobile unlocking team, only a manager can fill out a form to contact them. But apparently there is still no update on my case file in reply. How long is this taking for other customers? These are tricky times but I have no way of knowing if I am in a queue, or if the request has been lost,... result is I have to rely on wifi only. Thanks for any advice!

[James_B]

Hi @Unlockwait,

Welcome to the EE Community. 🙂

I'm sorry to hear you haven't received confirmation of your unlock yet. Have you tested your phone with another network SIM to see if it has been unlocked yet?

What type of iPhone is it? Do you know when it was originally purchased from EE?

James

[Unlockwait]

Hi, thanks for your reply. I did test another SIM after about a week and it hadn’t been unlocked. I don’t really want to try again as I ended up having to reset the handset and I no longer have my old phone to do that again. I guess I could ask EE to run the test again to see if it has been unlocked?

It’s an SE and not yet old enough to have been automatically unlocked unfortunately!

[James_B]

Hi @Unlockwait,

Is it over six months old? Pay monthly phones remain the property of EE for the first six months of the contract and can't be unlocked during this period.

James

[Unlockwait]

Good thought - yes it is older and all paid up; EE confirmed it’s ok to be unlocked.

[James_B]

Thanks for confirming @Unlockwait

I've sent you a private message to take some further details.

James