Unlock Device Page Not Working

[taynob]

Hi, can anyone get the EE unlock device page to work?  Every time I enter the IMEI number, I get the following message (and its been like this for weeks)....

"Please try that again

Sorry, something went wrong on our end. Please enter your IMEI again or come back later"

I need to unlock my sons phone for a talk & text SIM only plan.

I have called the EE helpline, they also cannot use the page, and told me to keep trying....very frustrating!

Anyone got a work-around?

[Michael_D]

Hi @UncleG 

Welcome to the community.

If you are seeing the same error as the OP, can you try to clear the cookies and cache from your browser and try again? If that still doesn't work, are you able to try another browser?

If you still see an error, please contact our customer services team who can arrange for the phone to be unlocked for you.

Michael

[UncleG]

I've tried 3 different browsers. I am an ex IT Manager and 'clear cookies & cache' is the pat response when you don't know the real answer. I have TWICE requested EE to unlock the phone for me and got so frustrated still waiting that I yesterday paid someone on eBay 99p to get me the unlock code and this morning have unlocked it. Very Poor if a 3rd party can do it and EE, who are supposed to provide a free facility to do it, can't.

[Michael_D]

The page itself does work @UncleG, I was just wanting to rule things out. 

If it still doesn't work after trying other browsers, it may be that the IMEI is not one we have the code available for. At that point, we would point you to calling customer service so they can check the code, and if it is not available, they would contact the manufacturer, which can take a few days.

Michael

[UncleG]

I did call EE twice and first time was told the problem had to be passed on and later I received a message that I needed to check if I had provided the correct IMEI number. I HAD. So called again and again told problem would have to be passed on, I amd still awaiting an answer. In the meantime I found an eBay seller who unlocks phones and I repeat this morning I received the unlock code from him and MY PHONE IS NOW UNLOCKED so the unlock cole was available. Your unlock S/W should work on any browser whether cache has been cleared or not and I will add I have just AGAIN tried on my mobile phone and every time the monemt you press the UNLOCK YOUR DEVICE function the same old message 'PLEASE TRY THAT AGAIN - Sorry, something went wrong on our end ........

[UncleG]

To prove a point I have just tried on both a tablet and a Chromebook, both freshly installed and clean, and as I expected I get the same failure message. So your software/app/program is clearly not working. GET IF FIXED PLEASE.

[UncleG]

If the software you give customers access to doesn't work surely you should either get it fixed or give the customer access to the 'different unlocking system' ???????????

[Gazzalfc]

I'm having the same issues. EE are no help. They just don't want you taking ownership of phones that you own. They want you on contract as long as possible