04-12-2017 07:14 PM
Hi, I just bought a Google Pixel XL from eBay. The phone is locked with EE as it shows in the main screen. The phone meets the criteria to be unlocked, more than 6 months, not black listed. I contacted EE Customer Service and tried to unlock my phone, I paid the required £8'99 and got the message from EE confirming it. After 2 days, EE sent to me a message and told me that they are unable to unlock the phone as it is fully unlocked already, but it is not. I emphasise that it is not unlocked.
I contact EE Customer Support again and they say that will contact Google and fix it and would call me back the same day. They did not call me back and after another 2 days I contact EE again explaining the case again and they tell me the same. They would contact Google and they assured me that they would contact me the same day, but again they did not call me back.
Please help me, I do not know what else I can do.
04-12-2017 07:21 PM
You will need to contact the unlocking team again as there is no account access on these forums.
04-12-2017 07:24 PM
@Ivan_MR If EE are waiting on google to get back to them then they will not get in touch with you. But I would of thought they of by now,
the device might be unlocked as in a code was requested but the code wasn’t used, so in EEs eyes the code has been supplied to unlock the device even if the device hasn’t had the code put in it.
Call customer services again and chase this up.
05-12-2017 09:07 AM - edited 05-12-2017 09:08 AM
Hi @Lee_H, any advice on this?
I just contact EE again and they only explain me that I need WIFI and the process... But I know all of that and that is not the solution. They keep saying, ok I will call you back in 30 min but they never call me back.
Any chance to escalate this issue to a higher department?
As @Chris_B mentioned, probably EE sent the unlocking update to the previous owner but it was not installed. Is it possible to resend this update?I cannot believe that EE is unable to unlock the phone and this phone will be SIM locked for ever.