by SIH Contributor
Contributor

Online unlocking form not working

Hi, I'm trying to use the online unlocking form for a new PAYG phone bought from an EE shop today. I've registered the new phone on my existing account, but every time I try to use the online form it fails at the last step. I've tried ringing customer services, but they told me to try ringing back in the morning. Any ideas? Or should I just wait and ring back tomorrow?

17 REPLIES 17
by Ace Contributor
Ace Contributor

Re: Online unlocking form not working

Hello,

@SIH

did you brought this phone form ee?

Please fallow this Unlocking your phone link for phone unlocking information..

Regards

 

 

by SIH Contributor
Contributor

Re: Online unlocking form not working

Yes, bought from an EE shop today. The online form to unlock is just taking me round in circles.

by Ace Contributor
Ace Contributor

Re: Online unlocking form not working

is it pay as you or pay monthly ?

 

by SIH Contributor
Contributor

Re: Online unlocking form not working

I get this message evry time I finish the form, everything has been filled in correctly:

 

Sorry, something went wrong.

We were not able to process your request unfortunately.

Please go through the form again, checking your answers, and making any corrections where necessary.

by SIH Contributor
Contributor

Re: Online unlocking form not working

Its PAYG

by
EE Employee

Re: Online unlocking form not working

Hi @SIH and welcome to the Community.

 

I have just spoke to the unlocking teams and they have had no issues today.

 

I would recommend giving us a call again and ask to unlock the device.

 

Many thanks,

 

Lee

by Ace Contributor
Ace Contributor

Re: Online unlocking form not working

you need to register this phone on your name Call on this number

0800 956 6000, 

to get help

 

by SIH Contributor
Contributor

Re: Online unlocking form not working

The phone is registered already. I'll try calling tomorrow.

by
EE Employee

Re: Online unlocking form not working

Hi @SIH

 

Let us know how you get on.

 

Many thanks,

 

Lee

by Grand Master
Grand Master

Re: Online unlocking form not working

@SIH. You will need to register the device to a new account and not your existing account and only EE can register it to your existing account or the device will come up as a secondhand device and with this you need to call customer services and be charged £8.99 to unlock the device. 

by SIH Contributor
Contributor

Re: Online unlocking form not working

It's so confusing this process. I have registered the phone as a new number under my existing login, so saying only EE can do this isn't really right. I've been back on the phone today, the unlocking dept was closed, apparently, so someone is ringing me back tomorrow, he's taken all my details. 

by
EE Community Support Team

Re: Online unlocking form not working

Hi @SIH,

 

Registering your phone with My EE won't make any changes to your account on the internal EE systems.

 

It's this system that @Chris_B is referring to.

 

Please let us know how you get on when the unlocking team call you back today.

 

Thanks

 

James

by SIH Contributor
Contributor

Re: Online unlocking form not working

Ah right, ok. I'm still waiting for a call back, I'll keep you posted. 

by SIH Contributor
Contributor

Re: Online unlocking form not working

All sorted, quick call back and I have my unlock code. Many thanks to Kevin on the service desk and to Dean in the unlocking dept, they couldn't have been more helpful. 

by SIH Contributor
Contributor

Re: Online unlocking form not working

It could well have been Keith, not Kevin! Either way, he was very helpful. 

by Ace Contributor
Ace Contributor

Re: Online unlocking form not working

Hi,

@SIH

Good to know that all sort out.

Thanks for letting us know.

Many Thanks

by
EE Community Support Team

Re: Online unlocking form not working

Great news @SIH Smiley Happy

 

Thanks for the update.

 

- James

Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.