When can I get an unlocking code

[9up]

Been over 20 days and I am stilling waiting. 

1st i tried to register with my ee apps, after entering my phone no, it showed "number does not exist".

2nd i tried again on my ee web, it said "this device  cannot be unlocked"

Then I phoned up '150', a friendly member of staff had helped setting my account and sending an unlocking request. He promised a code and a call would be received within 72 hours or maximum 10 days.

No news after a week, I called 150 again and found out a code had been sent the next day after my first call but the email address was wrong.

It explained why I didn't get a code.

So,this time I was offered a follow up call after correcting my email address. (funnily enough my ee account shows a correct one at all time)

Another day had passed. I did not receive any email or call from ee. I phoned again. This time I was told to wait... Or nothing else could be done. 

OK. I waited and tried texting 'unlock' to 150, I received a text "if your sim card in your apple device..." i am using a Huawei...

Anyways, I had to call again after 30 days of waiting for nothing. Without an explanation or any update, a new request was made and sent to the technical team so I will have another week or so to wander about. 

Huawei is one only working phone so far. I cannot get access to the Internet until I get an unlocking code. Ee isn't the cheapest network and I'm not very well treated. 

So what is going on? If the code had been generated one day after my first call. Knowing it was sent to a wrong email address from my second call. Why can't they forward the code to the correct address? Given 20 days? How long does it take to send an email? Busy, right? So my time isn't time? I'm deeply disappointed, frustrated and tired. 

New perspective, what will you do if you were me? 

Can anyone do something please? 

Thank you for your attention. 

Human to human? 

[9up]

Omg. Very bad customer service. 

What they promise on the website, usually within 72hrs or up to 10 days if it is a rare case and therefore you will  be contacted, no. Not a word.

And yes. They offered to call back but no! No follow up.

Sorry about your case. Ive been waiting too. Just more than 10 days, no news no email.

I called again. I was told to just wait. (what?) until when? Next year? I'm so fed up with ee, don't want to use this network ever again!

I first registered my ee, after entering my no., showed number didn't exist.

Then I called. Seemed fine and got confirmed everything would be fine. Technician would call back. Official answer as above but none. No chance.

Bad luck i recently spoke to a not so friendly ee staff telling me he wasn't the person who made the promise, got no control over anything. Just wait. (what?) like I was doing silly thing to call them. Don't ever call us sort of attitude.

If I can unlock it through my ee apps I would. Nobody needs extra  negatives at this weird time.

Bug and hassle. Can't bare with this unforseenable waiting time. Wasting my time and energy.

Am going to share this with friends not to use ee, ridiculous. 

[XRaySpeX]

@9up :

1. 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.
2. What mobile no. did you enter that it said didn't exist?
3. The UNLOCK text is only for iPhones.

[9up]

Thank you for your reply. Now I know why online form and texting wouldnt work. 

My phone no. Is copied from my ee payg sim Contact, 

The phone was activated and given to me brand new in June 2020. No idea where it was purchased BUT it is a PAYG.

According to ee, payg can be unlocked free of charge taking max of 10 days. This has been confirmed with customer services.

Therefore a code was once sent. Within 3 days. According to customer services, however it was sent to a wrong email address, 2 characters were missing. 

I had corrected and confirmed a couple of times with different members of staff over the time.

2 weeks of waiting. 

I have notifications from ee but nothing about unlocking code. 

I'm very confused.

• Can ee unlock my phone at all?
• Why did they offer to call me but no call?
• If a code is ready, why does it take so many days to send another email? 

[Alex_S]

Hi @9up,

Have you checked your email junk folder for the resent code? 

If you give our Customer Care Team a call they will be able to clarify your account based questions for you.

Alex 🙂

[XRaySpeX]

PAYG devices are only unlocked FoC to the original purchaser, not to subsequent owners.

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.

But even so beware that EE could still refuse to unlock it. Many phones sold 2nd-hand have been reported lost or stolen, have been sold by the original owner when under 6 months old without EE's permission or have money owing on them.

If that is the case your only remedy is against whoever you got the phone from.

[9up]

My junk is empty.

Checked every day since.

Been fed up with calling customer service. I did ask, but no answer.

Doesn't seem helpful posting here either, more confusion. Sigh.

Thanks for trying. Goodbye