Why do i have to factory reset my samsung s10 5g to unlock it?

[Eagentw1]

So after being informed to unlock my phone all I had to do was send unlock to 150, this seems to be for Apple users.  After jumping through quite a lot of hoops I was informed that once I get the unlock code I have to factory reset my phone,  why??? That is unbelievably a pain and completely unnecessary.  Please sort this out. Thanks 

[wardi]

@Eagentw1.. that all sounds rather muddled, who gave you this info?

Normally you would only factory reset your phone if you were selling it or trading it in so as to erase your private data.  Nothing directly to do with unlocking. 

Also, the 150 number is a general contact number for EE users, it is not exclusively for Apple users. 

Was this phone on a contract with EE?

[Eagentw1]

Thanks for your reply.  Sorry, yes i know that 150 is a general number however the EE agent said send "Unlock" to 150, the system reply message i got related to Apple products, it provided a link which i followed and then it said it could not be unlocked, so i called 150 for technical help and this agent said once i receive the unlock code i would have to factory reset.  I got the S10 5g on contract with EE over 2 years ago and this week i swapped to a EE 12 month SIM only plan.  As this suggest i am not leaving EE however i want the freedom to change the SIM should i travel.  If as you mention the unlock is not related to having to factory reset and the phone will become unlocked from the EE network then i will be happy.  It did not make sense to me that a factory reset was required and i questioned why wasn't this information shown anywhere as opposed to what is shown which suggests it is a lot easier than all of the above.  Thanks in advance

[EssexBoyEE]

I've heard of this before recently on Samsung Phones, depending on where the Phone was purchased, some SIM Free Samsungs will now lock themselves on the first Network SIM that was used on first Power On and after a 5+ mins Voice Call being made.

[Eagentw1]

Cheers. This has only ever been an EE phone on an EE contract be it on contract for 2 years or now SIM only for 12 months. 

[Schockwave]

@Eagentw1 , have you followed the guidelines for unlocking here:

https://community.ee.co.uk/t5/Unlocking-your-device/Unlocking-your-EE-mobile-phone-or-device/td-p/76...

There should be no reason why you cannot get your phone unlocked. You need to make sure this has to do with Samsung Phone and may need to speak to a customer service representative if you are not getting anywhere, no need to factory reset.

[Eagentw1]

Thanks for this.  I did eventually get to the point of starting the process to get unlocked, i received the email stating it can take upto 72 hours.  My issues was with being told i would have to factory reset which would be annoying having to upload the back up and re enter all my passwords etc.  I get the feeling that the information the EE agent told me was not correct

[Schockwave]

@Eagentw1 , it seems to me, that the agent may have thought you wanted to sell your phone as you wanted to get it unlocked. It appears to me there was some miscommunication somewhere, maybe the person had a call from someone prior, who needed to do just that, just remember some are working from home, so if children are there as well or pets, got it wrong somewhere along the line. Yes it can take up to 72 hours, hope you get the unlocking code ok.

[Eagentw1]

Appreciate your time on this.  Cheers

[Schockwave]

@Eagentw1 , You are welcome, that is what we are here for, is to help, where we can!