Content Lock Removal

[Alan1597545]

Hello, please can you confirm that your EE stores can turn off content lock from a Pay As You Go phone?

I do not have a credit card, but have twice been into my local store (with ID to prove my age) but have twice been told that I need a credit card to do it!

I do not want to waste my time again by going in and them telling me that I need a credit card. I just need someone to say that it is 100% certain that they can do it and I can show them that message.

Thank you

[Alan1597545]

Hello, still going round with this. The store refuse to contact their own support team! They think that they know better?!

Had two more long conversations with Customer support on the phone. They have said that they have resolved this - well they haven't!

Even swapped the SIM with one from a supplier who understands customer service and it proves the issue is nothing to do with either the handset or Google.  Everything works on the service from the competitor.

Can this be highlighted as a good example of crap customer service to your own line management. It would be interesting to hear what higher level people in EE think of this. Is this how they want customers to be treated? I suspect not!!

[Christopher_G]

Hi @Alan1597545 

Welcome to the community.

I'm sorry to hear of your experience. Did our customer support team confirm that they removed the content lock for you? When did you speak to them? Have you restarted your phone since speaking to them?

Chris

[Alan1597545]

Hello, yes.

Spoke with Ben XXXXX in your Customer Support team yesterday evening. He advised that it had been removed. He even supplied me his email so that I could update him if it had not been done. ( I emailed him this morning to confirm this).

Have just restarted the phone again, but still the same issue! More if my own time wasted!

Someone must be able to get this resolved!

[Mod Edit: Removed employee's surname]

[Christopher_G · Accepted solution]

I'm sure Ben will pick up your message when back on shift, @Alan1597545. If you'd like to speak to someone before then, I recommend calling to speak to our Mobile Care team so that they can look into this further for you.
Chris

[lukerobinsonin2]

if you are unable to get content lock removed you can use a VPN to bypass the blocking