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Why is my iPhone not unlocked after 18 months?

Jessmayg
Investigator
Investigator

‎22-09-2021 12:15 PM

I'm looking to unlock my iPhone.  My contract started on 8th Feb 2020.  According to the EE website it should be unlocked automatically after 18 months (which would be now).  When I text 'UNLOCK' to 150 I get a link to pay a fee to unlock my phone.  How can this be amended?

 

Thanks in advance 🙂

 

0 Helpful
5 REPLIES 5
Leanne_T
EE Community Support Team

‎22-09-2021 01:54 PM

Hi @Jessmayg

 

Thanks for posting 🙂

 

Where did you originally purchase the iPhone? 

 

Speak soon. 

 

Leanne.

0 Helpful
XRaySpeX
Grand Master
Grand Master

‎22-09-2021 02:28 PM - edited ‎22-09-2021 02:29 PM

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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
Jessmayg
Investigator
Investigator
In response to Leanne_T

‎24-09-2021 01:34 PM - edited ‎24-09-2021 01:37 PM

Hi @Leanne_T ,

 

I purchased it through EE when I renewed my contract on the 8th Feb 2020.  By my calculations, this would be over 18 months old now yet EE want to charge me to unlock it?

 

Thanks,

Jess

0 Helpful
Jessmayg
Investigator
Investigator
In response to XRaySpeX

‎24-09-2021 01:36 PM - edited ‎24-09-2021 01:37 PM

Hi @XRaySpeX !

 

It was directly through EE when I renewed my contract.  Not from a 3rd party, not from Apple and not second hand.  I didn't have this issue with my previous contract device which was bought under the exact same situation.

 

Thanks,

Jess

0 Helpful
Leanne_T
EE Community Support Team
In response to Jessmayg

‎24-09-2021 02:23 PM

Hi @Jessmayg

 

Thanks for coming back to us. 

 

In this case, please get in touch with our Mobile Care team they will get this looked into for you. 

 

Thanks 🙂

 

Leanne.

0 Helpful