Unlocking phone from abroad - how can I contact EE?

[carbonara]

Hi there,

I really need to unlock my phone because I've moved to Canada and I can't use my Canadian SIM yet. However, when I tried to unlock my phone online via My EE, it says it doesn't recognise my number or IMEI. The Start Conversation help button hasn't appeared in days and the 'call from abroad' helpline number is registering as invalid.

I'd appreciate any help because at the moment I am basically just wandering round a new city without a working phone, which is presenting issues. Is there another way to unlock my phone? Is there a way to get the live chat button to appear?

Thanks in advance!

[XRaySpeX]

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.

[carbonara]

Thanks for your reply!

I've had the device for more than six months and it was purchased directly from EE, so I can't see the problem. I've bought some more international minutes so I can try calling them again today. I was left on hold for half an hour yesterday before I gave up. I've been with EE out of habit for 15 years now but my partner's had none of this trouble so I think I'll switch once I'm back in the UK and out of contract.

[XRaySpeX · Accepted solution]

If the device had been on your contract for at least 6 months, even if that contract has now been cancelled, you can just apply using the Unlocking your device form as the Pay Monthly option and giving the mobile number that it originally came with.