25-09-2018 04:31 PM
Very recently I bought full price a new iPhone Xs as PAYG device and I've registered the sim number to my account (I'm also on contract on EE). I tried many times to unlock my device through the 'unlock device' page but I'm having trouble.
Although the page at first recognises my IMEI as a device locked by EE, when I proceed to the next steps I get the error 'Sorry - we can't unlock this phone as we don't recognise it as being locked to EE...).
I also tried to erase and restore the device with a different network sim but the phone remains locked.
Any thoughts on that?
Solved! See the answer below or view the solution in context.
25-09-2018 06:27 PM
25-09-2018 04:39 PM - edited 25-09-2018 04:54 PM
@vgenop I didn’t know EE sold the X on PAYG. Where did you purchase this from ?
You can not just put a payg sim
in a phone and request a unlock under the payg terms. You’ll meed to call customer services to request the unlock and depending on how this device was originally purchased from EE ( if at all ) it might not be unlocked until 6 months have passed since it was originally purchased from EE.
Please do reply back and I can guide you further. I do need to know where you got the device from though.
25-09-2018 05:02 PM
@Schockwave Or other 3rd party. I.e. CPW/eBay
25-09-2018 05:19 PM
@vgenop, Well how you got it on pay as you go from EE is unbelievable, as no Apple phone on EE is sold on pay as you go, and even if as you say, you did, it is locked for six months and will not be unlocked before then, this’s would be with any network, by the way.
You need to read the terms and conditions properly, or someone gave you false information, these phones are very expensive and you would have had to pay over £1000.-
25-09-2018 05:22 PM
Very expensive indeed, I payed the whole price. But the shop assistant reassured me that the device can be unlocked in a couple of days and free of charge.
25-09-2018 05:22 PM - edited 25-09-2018 05:23 PM
25-09-2018 05:25 PM - edited 25-09-2018 05:26 PM
However I did get the device from EE without contract, I'm not making stories, guys.
There is a receipt for that.
25-09-2018 05:27 PM - edited 25-09-2018 05:28 PM
@vgenop did you also get a PAYG SIM card with the device that you would of at least paid £10 for ?
25-09-2018 05:34 PM
@vgenop If you got the device from EE and you paid full price and you got a SIM card with it I highly recommend you speak with customer service to get it unlocked. You should get it unlocked for free as you e paid full price for it. The issue I see is that you shouldn’t of been sold this device with out a contract as these are only available on contract. But and it’s a big but, you have paid for it and under EE T&Cs of unlocking a PAYG Phone they have to unlock it even if they miss sold you this device in error. You have every right to get it unlocked under the T&Cs of a payg customer.
You'll need to use the device and set up an account for it so it’s registered on EE systems correctly.
25-09-2018 05:58 PM
Thanks @Chris_B. I'll speak with CS to sort this out.
Do you mean to set up a new account from this device? Because I've already registered the payg number to an already existing account 😞
25-09-2018 06:01 PM
@vgenop Not sure if that will work but you’ll definitely need to use the device so it’s registered on EEs network with the sim that cane with the device.
25-09-2018 06:27 PM