Why am I being charged to unlock iPhone

[Raffaello2017]

Why is EE charging me £8.99 to unlock my iPhone, which is 23 months old when it says Apple iPhones are automatically unlocked at 18 months old ?

[Raffaello2017]

Why is EE charging me £8.99 to unlock my iPhone, which is 23 months old when it says Apple iPhones are automatically unlocked at 18 months old ?

[Christopher_G]

Hi @Raffaello2017

Have you tried another network's SIM in the phone?

If you text UNLOCK to 150, what does it say?

Chris

[Raffaello2017]

@Christopher_G No I haven’t tried another operators SIM as I’ve cancelled my contract, as I’m happy with the iPhone 12 Mini as it’s more comfortable to use.

 I have texted unlock to 150, it directed me to the EE website and asked questions and my IMEI number, then told me I’d have to pay £8.99

[Christopher_G]

OK thanks, @Raffaello2017

I'd recommend speaking to our Mobile Care team so that they can check the status and request for it to be unlocked, if needed.

Let us know what happens.

Chris

[XRaySpeX]

@Raffaello2017 : 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?

You could be charged for unlocking when either:

1. You bought the device 2nd-hand, OR
2. The original purchaser did not buy it direct from EE.

[Raffaello2017]

@XRaySpeX @Christopher_G Hi, i purchased the iPhone 11 Pro directly from EE

[Raffaello2017 · Accepted solution]

@Christopher_G Hi, just to let you know that I have clicked on the link you provided “Mobile Care Team” and chatted with Har**bleep**a who agreed that I shouldn’t be charged to unlock my iPhone, and he and his supervisor don’t understand why when I follow the link from the text UNLOCK 150 I’m being asked to pay. So they are going to arrange to credit my EE account with £8.99 to balance out the charge I’m being asked to pay.

[Christopher_G]

I'm glad they've managed to find a solution to this for you, @Raffaello2017.:)

Chris