02-08-2019 07:15 PM
You accepted the unlock request on the 29th (it is nearly 18 months into its contract) and unfortunately the Pixel 2 device is still locked to EE. Whenever another SIM is tried the "SIM card isn't supported" message appears in Device setup, suggesting I contact EE for an unlock.
-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. EE say they've done everything, speak to Google. Google say it's unlocked / speak to EE.
It has now been 5 days and the device is still locked. Also, there are several similar reports popping up online which suggests this is not an isolated case.
Is there a way to have this escalated? As the phone is still in contract is it eligible for an RMA / replacement? Google suggested that it may be an issue with the device.
I understand the team who deal with this are available until 9pm - it would be good to get this resolved going into the weekend, thanks. I can Private Message the IMEI / account details if needed.
02-08-2019 07:21 PM
These are both O2 - should I try Vodafone or Three? Not sure if / why this would make a difference. Any info appreciated, thanks.
02-08-2019 07:33 PM
@brokenphone2 Don’t use a 3 sim as these can causes issues. Just to check how did you request the unlock? Did you get the device yourself from EE ?
02-08-2019 07:34 PM
Fourteen seconds too late, just tried with a Three SIM.
Device unlocked via EE customer services. It's a direct-from-EE device still in contract (about 18 months in).
02-08-2019 07:35 PM
@brokenphone2 So you paid the £8.99 to have it unlocked before the contract minimum term ?
02-08-2019 07:37 PM
That's about right.
Have you seen that others are having issues?