unlocking device

[Alboyan]

Hi, i have a phone sony Xperia 5 on contract .I bought the phone on eBay 9 months ago and i contacted the EE and i was informed that in a 6 months it can be unlocked. Once the 6m. period expired I contacted EE again in march, but the representative told me, they can't do it for me , the original contract holder can do it! I contacted the contract holders and the representative told them that the phone is not locked . I said to them it is shows that is locked when another card is installed . They contacted again EE and they told them they will send them a print form to complete  for unlocking! two months later nothing arrived, they contacted them again and the same answer! 

Is is true i can not apply for unlock code but only the contract holder? Why they didn't send that form to them? Why they play this game? How can i unlock the device?

[Chris_B · Accepted solution]

@Alboyan The only time that a secondhand device owner cannot request a device unlocked is when that device was used on a business tariff.  

if it wasn’t than you can make this request yourself by calling customer services and making that request.  It will cost you £8.99. 

There is no form that has to be sent to anyone and I don’t know why you’ve been told that.    

The original purchaser can you use online request form.  HERE.  

As a secondhand device owner you can not use that form as the device isn’t linked to your account so you have to call. 

[Alboyan]

Thanks, just contacted the original owner , here's his answer ;"The was definitely not on a business tariff. I don’t know why EE are so difficult I’ve just cancel my other contract with them because there service has become so bad! I tried the form and rang them, it’s so exhausting to work with them" 

Can you please give me any suggestions what to do?

[Chris_B]

@Alboyan  You can not use the online form as you didn’t get the device from EE yourself so it isn’t registered against your account and it never will be.   You have to call customer services to request the unlock and you’ll be charged £8.99 for the request as you didn’t purchase this device yourself from EE.  I recommend you call again and hopefully you get someone who’s knows what they are doing 

[XRaySpeX]

You cannot use the online unlocking form for 2nd-hand phones.

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.