08-10-2017 12:28 AM
I purchased a second hand Apple iPhone SE a little over one month ago now, the guy who i bought it from told me that it was unlocked to all networks. He seemed like a trustworthy guy so i had no second thoughts about buying it from him. Later that day when i got home i put my sim card in the phone only to find a message pop up saying SIM not valid - 'the sim card that you currently have installed is from a carrier that is not supported....etc'. I made contact with the guy to see what the story was he told me he would have a look and get back to me. A week later i had not heard from him so i messaged him again to ask what was going on he said he would contact the carrier to try and get it unlocked, after roughly another week of not hearing from him i told him that i wanted my money back in return for his phone, what does he do? he immediately blocks me. Now im $300 out of pocket with a phone that doesn't work and no way of contacting him. I have told the police but they are hopeless and are yet to do anything.
I contacted EE and told them of the situation they told me to fill out the phone unlock form which i did, only to get a message back saying that the request was unable to be processed and that i would need to call them. I have tried to call them but all of the contact numbers do not work???! I am calling from New Zealand but i don't see why that would make a difference as they do have international numbers but for some reason they aren't working.
Could somebody please help me get this phone unlocked it has been an absolute nightmare over the past month trying to deal with this, i am starting to lose hope that there will be any sort of a resolution.
Thanks very much
07-10-2017 11:58 PM
I am trying to get hold of EE but none of the numbers work. I am calling from New Zealand and have tried all the numbers provided on the website.
08-10-2017 12:08 AM
@fdgfdg: Try the landline nos. in my sig. or even the Freephone no. over Skype for free.
08-10-2017 02:22 AM
Yes & for free.
08-10-2017 02:25 AM
You cannot use the online form for unlocking 2nd-hand phones.
To unlock a 2nd-hand phone you need to call Customer Services on 0800 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.
But even so beware that EE could still refuse to unlock it. Many phones sold 2nd-hand have been reported lost or stolen, have been sold by the original owner when under 6 months old without EE's permission or have money owing on them.
If that is the case your only remedy is against whoever you got the phone from.
09-10-2017 05:50 AM
Unfortunately i didn't manage to connect through Skype as it said i needed to pay for the call. Any other solutions??
09-10-2017 07:00 AM
Thanks Ray, i'm calling from overseas here in New Zealand and cannot get hold of EE on that 0800 number even through Skype, it says that the call will cost money. Any other solutions?
09-10-2017 08:24 AM - edited 09-10-2017 08:28 AM
Good morning @fdgfdg
Thanks for coming back to us in community 🙂
Have you attempted a Live Chat at all?
If you're looking for Live Chat to talk to EE Customer Services or Technical Support, you can access it in these ways:
What support is available in Live Chat?
• This service is for EE contract customers only
• The team are skilled in account management, billing and technical inquiries about your mobile phone
• We can also discuss your upgrade options with you - just log in to My EE
What does EE chat not yet support?
• Home Broadband, EE TV or landline inquiries
• Orange or T-Mobile customers
• Pay as you go customers
• Business accounts
For all of these types of inquiry – please use the Contact us page to call us
Let me know how you get on.