So Alcatel tell me EE can only unlock my device as it's your firmware
Hello John,
Thank you very much for contacting the Alcatel Mobile Care Department.
My name is Dan and I will be attending to the case you have opened with us; reference number in the title.
I am very sorry to hear that you are having difficulties unlocking your device.
Please note that, we sell our devices unlocked, and the Network Operators lock the devices in a specific Network for customer retention.
In this case, the whole Firmware is owned and maintained by EE, and is company proprietary information.
This is an action only the seller is able to perform and we advise to request assistance to EE again, and if necessary forward our official answer to them.
The device might need to be sent in for repairs through EE, to have the Firmware re-installed on it.
I am truly sorry for any discomfort you are going through, we remain at your disposal if you need further information.
Thank you for understanding.
Looking forward to hearing good news from you soon.
