by Ninja1980
Explorer

I purchased a Samsung galaxy j3 2016 from EE shop now abroad. phone not unlocked

I purchase my Samsung galaxy j3 2016 from an EE shop. I asked them to unlock the phone so I can use it with another Sim card abroad. I was sat with them when they called the EE person to unlock the phone. They confirmed  in front of me that it was unlocked. Now I am abroad and place a Sim card in the phone it didnt work then locked both Sims and the phone. Still had no reply from EE with a solution and have also processed the unlocking phone online with no code sent. I am not impressed with the service as I cannot afford to be holding on to EE on the phone. I tried that and 30mins had passed with noone speaking. Please could someone from EE urgently assist? I had to join the forum as a last resort due to no solutions. 

4 REPLIES 4
by Profile closed
Not applicable

Re: I purchased a Samsung galaxy j3 2016 from EE shop now abroad. phone not unlo

Hello @Ninja1980 you can request the unlocking of an EE device you purchased yourself by using the online form:

 

http://ee.co.uk/help/getting-started/joining-ee/unlocking-your-device

 

There is no access to systems or accounts to check up on the progress of a request I am sorry. If you have already done this and not heard anything back then customer service on +447953 966 250 from another phone can help further. If it is an EE personal pay monthly account you can also access Live Chat:

 

https://community.ee.co.uk/t5/Pay-monthly/EE-Live-Chat-ways-to-chat-online/td-p/527811

 

🙂

by
EE Community Support Team

Re: I purchased a Samsung galaxy j3 2016 from EE shop now abroad. phone not unlo

Hi @Ninja1980,

 

Welcome to the EE Community.

 

When did you request the unlock?

 

It can take up to 10 days.

 

Thanks

 

James​​​​​​​

by Ninja1980
Explorer

Re: I purchased a Samsung galaxy j3 2016 from EE shop now abroad. phone not unlo

Hi James I requested this more than 10days ago. My phone is a pay as you go which was set was with EE Sia. I also cannot access my EE Sim card which got locked when I tried the new Sim card abroad. 

 

Thanks

by
EE Community Support Team

Re: I purchased a Samsung galaxy j3 2016 from EE shop now abroad. phone not unlo

Hi @Ninja1980,

 

I've sent you a private message.

 

Thanks

 

James

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