by jimcraiguk Contributor
Contributor

Check that a complete unlock has happened

Hi All,

 

We've recently moved from EE to the Phone Co-op, a MVNO that uses EE as the provider. So if you can hear my out before chasing me from the village with pitch forks and burning torches 😉

 

We received PAC codes and had the phones unlocked. Mine (iPhone 6+) is working fine. My wife's (iPhone 6) isn't.

 

The settings are identical and we've been sent 3 SIMs so far to try and correct this. I've done various resets and a restore to factory defaults, and nothing seems to fix it.

 

a) Is there a way to check if an unlock has been completely carried out?

b) Is there a way to query the APN settings to make sure they are ok? 

 

Any help you can give would be most appreciated. I'm also escalating with the Phone Co-op who'ved asked me to check with Apple (which I did yesterday) , and EE (which I did yesterday) and to be fair the EE guys gave more help than needed as it's no longer their phone.

 

I'm into my 3rd week of trying to sort this, and it's very time consuming and frustating. We've swapped SIMs and mine works in my wife's phone, but her's doesn't in mine.

 

Cheers

Jim

18 REPLIES 18
by Grand Master
Grand Master

Re: Check that a complete unlock has happened

@jimcraiguk Can you try your SIM card in the device?    Would it be possible to try a O2/Vodafone SIM card in the device.   And if the co-op runs on the EE network the device shouldn’t need to be unlocked to use the coop sim.  

 

Sorry just reread you post.    The SIM card for the co-op probably needs a replacement it sounds like it’s a duff card if it doesn’t work in your device and yours is ok in both devices. 

by jimcraiguk Contributor
Contributor

Re: Check that a complete unlock has happened

Thanks @Chris_B my SIM works in my wife's iPhone ok.  We don't have ready access to another network SIM. Hopefully we can try this when we meet up with family later this week.

 

I agree with you about the no need to unlock. It was part of the attraction of the Phone Co-op. However when we first hit these problems they suggested speaking to EE and getting them to unlock the phone "just in case".

 

Thanks for the quick reply!

Cheers

Jim

by
EE Community Support Team

Re: Check that a complete unlock has happened

Hi @jimcraiguk,

 

Welcome to the EE Community.

 

You should have received a confirmation text or Email to let you know the phone is unlocked.

 

I think @Chris_B is correct, it sounds like it's the SIM that is causing the issue.

 

Let us know how you get on.

 

Thanks

 

James

by jimcraiguk Contributor
Contributor

Re: Check that a complete unlock has happened

Thanks again @Chris_B I'll see if the Phone Co-op can send a new one. If I get 6 do you think I'll get a whiskey tumbler, like you used to do with petrol tokens? 🙂

by jimcraiguk Contributor
Contributor

Re: Check that a complete unlock has happened

Thanks @James_B, we did receive a text. The Apple support guy mentioned different levels of "unlocked" which made me wonder if it was something along these lines. I've just read @Chris_B edit about the SIM so I'll get in touch with the Phone Co-op and ask for another to be sent.

 

This will be #4. Is it possible to get a faulty batch of SIMs?

 

Thanks guys,

Cheers

Jim

by
EE Community Support Team

Re: Check that a complete unlock has happened

Hi @jimcraiguk,

 

There isn't different levels of unlocking, the support team may have been talking about the lost/stolen blacklist.

 

It's unusual to get that many faulty SIM's. It could be that the SIM's haven't been linked to your account correctly.

 

Your network provider will be able to look into this for you.

 

James

by jimcraiguk Contributor
Contributor

Re: Check that a complete unlock has happened

Thanks @James_B this really helps frame the conversation with the Phone Co-op.

 

Cheers

Jim

by
EE Employee

Re: Check that a complete unlock has happened

No problem @jimcraiguk

 

Hope you manage to get everything sorted soon!

 

Pop back and let us know how you get on.

 

Thanks - Karen. Smiley Happy

by jimcraiguk Contributor
Contributor

Re: Check that a complete unlock has happened

Thanks @Karen_C@Chris_B@James_B, another call into to the Phone Co-op on Tuesday evening and a network reset seems to have fixed it! The data became active on my wife's phone yesterday morning.

 

I'll call the The Phone Co-op to let them know and also see if anything was "done" at their end, or whether they just checked settings.

 

Thanks everyone, once again!

Cheers

Jim

by
EE Community Support Team

Re: Check that a complete unlock has happened

No problem @jimcraiguk Smiley Happy

 

Happy to hear it's fixed.

 

James

by jimcraiguk Contributor
Contributor

Re: Check that a complete unlock has happened

Hi @Karen_C@James_B@Chris_B, I hope you are all well and sorry to return.

 

The problem (PDP authentication failure) has returned on my wife's iPhone 6.

I've just spoken to The Phone Coop who have escalated it to EE.

 

EE has said it's most likely the APN settings. The same APN settings that I can't see because they are locked!

 

Is there a way to query the APN settings using a *# command?

Can I take the phone to an EE shop and have them checked and/or changed?

 

We are just stuck now! The Phone Coop is saying we can't help you, and EE has locked the very thing I need to check.

 

Any help much appreciated.

Cheers

Jim

 

 

by Grand Master
Grand Master

Re: Check that a complete unlock has happened

@jimcraiguk  You can if you wish try THIS site it will create a APN for the device.  You need to select UK and the carrier (Everything Everywhere) and install the Apn.  You need to do this from the device is question.    I have in the past used this site myself. 

by
EE Employee

Re: Check that a complete unlock has happened

Hi @jimcraiguk and welcome back,

 

Do let us know how you get on with the advice given by @Chris_B

 

Many thanks,

 

Lee

by jimcraiguk Contributor
Contributor

Re: Check that a complete unlock has happened

Thanks Chris unfortunately this didn't work either.

I did notice the username is blank. It could just be how it's being displayed on the phone.

Cheers
Jim

Excuse my brevity and any incorrect auto-corrections sent from my iPhone
by jimcraiguk Contributor
Contributor

Re: Check that a complete unlock has happened

Hi Lee,

Unfortunately the unlock site didn't work.

It looked like the username is blank which I know is wrong from the APN settings I've seen.

Unless it's there and it just can't be displayed due to lack of screen space.

Cheers
Jim

Excuse my brevity and any incorrect auto-corrections sent from my iPhone
by
EE Employee

Re: Check that a complete unlock has happened

Hi @jimcraiguk

 

Can I get you to perform the following:

 

Network reset:

Go to Settings > General > Reset > Reset Network Settings

 

Check if there is a carrier settings update:

Tap Settings > General > About. If an update is available, you'll see an option to update your carrier settings.

 

Many thanks,

 

Lee

by jimcraiguk Contributor
Contributor

Re: Check that a complete unlock has happened

Ok, Lee, thanks I'll give it a go.

It's had all manner of resets, including back to factory defaults previously.

I'll keep you, posted, thanks again.
Cheers
Jim

Excuse my brevity and any incorrect auto-corrections sent from my iPhone
by
EE Employee

Re: Check that a complete unlock has happened

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