Can’t unlock esim on iphone

[Julia1610]

I have an esim and want to use a different esim whilst travelling to Japan. However I cannot unlock it online. One of the reasons for not unlocking seems to be that I need to have the esim for 6 months. I think I’ve had mine for just under 6 months. However, I still need to unlock the eSIM and don’t want to spend a fortune calling customer services. Is there another way. I’ve tried the app and the website too.

[Peter_W · Accepted solution]

Welcome to the Community, @Julia1610 

Since December 2021, all EE handsets have been sold as unlocked by default, and this applies to both physical SIMs and eSIMs too.

Is this showing as locked if you head over to our online unlocking page?

If you're not able to check things here, then speaking to our team is definitely going to be best.

You can contact us free of charge from the UK if you're on pay monthly, or alternatively there's also the 'Message Us' Option in the Help section of the EE app.

Peter

[Julia1610]

thank you - the message us option is very poor and provides limited answers beyond the standard answer. That didn’t work for me. You don’t say how I can phone customer care from Japan without incurring a huge phone bill. I have managed to resolve my eSIM problem without your help but would advise that you provide more helpful information for those people who are already overseas.

[Rach_H]

Hi @Julia1610,

It seems that @Peter_W thought you were in the UK and planning for your trip from your initial message.

I am sorry to hear you weren't able to use our unlocking page as suggested, but you would need to call us if you're trying to get in touch with our team from abroad.

Rach

[Julia1610]

So it seems. My main feedback is that it’s very hard to get clear answers to my questions. Your AI app is poor and there’s no easy way to contact people. I also wasted money on a roaming pass with EE when I wanted to use an international eSIM. The cynic in me says you deliberately make it too hard to communicate with.

[Rach_H]

We want it to be as easy as possible for you to get set up for your travels @Julia1610, but we would always recommend reaching out before you go, though we will take your feedback on board.

Rach