02-09-2019 04:50 PM
I bought my Pixel 3a XL directly from the Google Store online. I've been using a pay monthly Sim only sim card (its 12-month contract finished in March) with the device.
I now want to move my sim to BT Mobile for a much better deal. When I go to 'Manage my Device' -> 'Device Tools' I see 'Unlock your phone: Your phone can only be used on the EE network...'
Is it correct that it is locked? And if so, why? I specifically bought my phone Sim free to avoid these situations.
02-09-2019 04:59 PM - edited 02-09-2019 05:06 PM
When I go to 'Manage my Device' -> 'Device Tools' I see 'Unlock your phone: Your phone can only be used on the EE network...'Is it correct that it is locked?
Not necessarily! It says that for all phones whether locked or not. Have you tried another network's SIM in it?
However if it turns out to be locked, you cannot use the online unlocking form for phones not bought direct from EE.
To unlock a phone not bought direct from EE you need to call Customer Services on +44 800 956 6000 (option 2, option 4) to put you in touch with the Unlocking Team to request an Unlock Code. You will be asked for your email addy. They will take payment (of £8.99) from any valid UK bank card.
Once the process has been started you will receive an email from the Unlocking Team to process the unlock. It can take up to 10 days to complete the unlock.
02-09-2019 05:01 PM
Thanks for the message,
if I have bought my phone directly from Google then why has EE locked my phone to their sim card (which had already finished its contract too)? It seems unreasonable to me that they should be able to lock the phone.
02-09-2019 05:08 PM
SIM-free could mean it locks to the 1st SIM used, but see my previous reply.
02-09-2019 05:25 PM
Thanks again for the response. I went to try a friend's sim card who is on Three and it worked with no issues. So it seems my phone is not locked and it's the EE account page which is wrong.