by el_burlo
Explorer

EE told me my phone is unlocked, but it is not?

I went to switch over to GiffGaff so I rang up EE to check if my phone was unlocked or not. The woman looked into it, told me it was locked and that they will contact Huawei (Nexus 6P) to sort it and it will take upto 10 days. The day after, I got a text from EE saying that they are unable to unlock my phone because "it is already fully unlocked". Awesome, so I began transferring my number over to GiffGaff.

 

However, when I put in the GiffGaff SIM, I get told to enter a "SIM network unlock PIN" that I do not have. I have rang EE 5 times now but they have been useless and given me a different answer each time (or tell me their technical team are busy and will call me back, which they never did). After Googling it, it is saying that means my phone is still locked to EE. They checked my IMEI number and confirmed it was unlocked... Does anyone know what exactly is happening? Because I've now transferred my number to GiffGaff, I can't use my EE SIM or my GiffGaff one.

 

The phone itself I bought outright from an EE store.

3 REPLIES 3
by
EE Community Support Team

Re: EE told me my phone is unlocked, but it is not?

Hello there @el_burlo

 

Thanks for coming here.

 

How long ago did you get the phone from us?

 

Was this on pay as you go or contract?

 

Thanks, Leanne.

by el_burlo
Explorer

Re: EE told me my phone is unlocked, but it is not?

Hi Leanne,

 

I purchased the phone roughly 1 year and 8 months ago, on pay as you go.

by
EE Community Support Team

Re: EE told me my phone is unlocked, but it is not?

Hello there @el_burlo

 

Thanks for confirming.

 

I have sent you a private message on here to get some details from you.

 

Speak soon.

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