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, I have experienced the same issue, as I do not have a credit card. However, when I went into my EE store, they informed me that as I was a PAYG customer, I needed a credit card to unlock the number. My ID was not sufficient.

Please can you confirm that they can do this from ID so that I can go back in and inform them that they are wrong!

I do not want to waste even more of my time unless I have something to tell them that should just do it.

Thank you

Alan

[Chris_B]

@Alan1597545  Without a credit card you have to go to a EE store to make this request.    Perhaps you should be showing the store 

 
and you’ll find that HERE 

[Alan1597545]

Hello,

Many thanks for the confirmation. Please can I just check that the statement below the 'In Store' section (about completing another credit card age check) is just poorly worded? It rather contradicts the statement above it about going into a store?

Thanks

[James_B]

Hi @Alan1597545,

Welcome to the EE Community. 🙂

Yes, our store team can remove content lock after verifying your ID.

I'm sorry this wasn't completed on your first visit.

James

[Alan1597545]

Hello,

I have just been into the Bristol Broadband EE branch and been told that they cannot do it. This follows on from 2 visits to the Bristol Cabot Circus branch where they said the same thing!!

What is going on here!!??

I have previously completed this with a phone from O2 and was done and out of the store in less than 2 minutes.

Can someone definitely tell me that they can do it!

I have already wasted almost 2 hours trying to do something that should take a few minutes at most.

As a new EE customer this is really pathetic service. Either the online support team do not know what they are talking about or the store people do not.

Can someone resolve this!!

[Alan1597545]

Hello,

I have just been into the Bristol Broadband EE branch and been told that they cannot do it. This follows on from 2 visits to the Bristol Cabot Circus branch where they said the same thing!!

What is going on here!!??

I have previously completed this with a phone from O2 and was done and out of the store in less than 2 minutes.

Can someone definitely tell me that they can do it!

I have already wasted almost 2 hours trying to do something that should take a few minutes at most.

As a new EE customer this is really pathetic service. Either the online support team do not know what they are talking about or the store people do not.

Can someone resolve this!!

[James_B]

Hi @Alan1597545,

Yes, as listed in My EE - Content unlock, our stores can remove content lock after seeing any of the following approved photo ID - passport, full driver's licence (photo and paper), EU card or citizen card.

If they're unsure on what to do, they have a retail support team they can contact.

Hope this helps.

James

[Alan1597545]

I've gone in again and even shown the message chain and now have been told that I need to call Customer Service!!!!!!!!!!

What the ####!

Talk about left hand not knowing what the right hand is doing!!

Either the store can do it or not!!!!!!

[James_B]

Hi @Alan1597545,

As stated on the content unlock help page, our stores can remove the lock after verifying your ID.

Did they contact their support team for advice?

James