14-05-2017 04:20 PM
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?
14-05-2017 04:32 PM
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.
14-05-2017 04:33 PM
14-05-2017 05:05 PM - edited 14-05-2017 05:08 PM
@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.
14-05-2017 06:28 PM
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.
15-05-2017 07:55 AM
15-05-2017 12:58 PM
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.