02-08-2019 11:02 AM
We have inherited a Pixel 2 from our Son who has an account with EE and upgraded his device to a Pixel 3.
The device is over 2 years old and should have already automatically unlocked but hasnt.
I rang EE and asked them to unlock the device, and they told me it could take up to 48 hours - after waiting longer i chased them, and they said they would put the request in again - but over 5 days later from the original request - the phone still remains locked to EE.
The EE team seem unable to advise why the device hasnt auto-unlocked, or why subsequent requests to unlock havent worked.
As directed, we left the phone on and connected to Wifi, the device did receive Android updates and the phone has been restarted, but still the phone doesnt like the SIm inserted and always displays the same error "Sim card isnt supported. Ask EE whether the device can be unlocked"
Im a bit stuck here.. Any ideas?
02-08-2019 01:15 PM
@MarkG3 Don’t use a 3 SIM card as these can have issues until the device is unlocked. Use a Voda or O2 sim and once it’s working with them you can use a 3 sim.
02-08-2019 07:12 PM
Same issue here. Requested unlock on the 29th, paid the £8.99. Told up to 48 hours. Hadn't gone through by afternoon of the 31st so called back again, asked to ring Google!
Both Google and EE report that the device should be unlocked, but as of right now it isn't.
-factory reset 2x in a row
-sideloading the latest OTA update from the official Google side via Android Debug
-checking for updates after factory reset
-resetting and rebooting with 1) no SIM; 2) an EE SIM; 3) an O2 SIM; 4) a GiffGaff SIM
Have spoken to EE by phone, Twitter; and also Google by phone several times.
It has now bee 5 days and the device is still locked. Also, there are several similar reports popping up online which suggests we're not isolated cases.
06-08-2019 06:43 PM
A quick update.. We took the phone to an EE shop today who, after having the same discussions with EE support people, tried wiping the phone - but this still didnt work.. After returning home, we reconnected the device to our Wifi and then within minutes it kicked into life and now seems to be ok. SIM is working and can make/receive calls