Re: Unlocking Netgear Nighthawk M1

henrymatter · ‎14-12-2018

Hey, I'm having the same isue with mine - EE customer service saying they can't/wont unlock it - purchased months ago and still same answer - can anyone help?

thanks

H

Katie_B · ‎14-12-2018

Good Afternoon @henrymatter.

Welcome to the EE community .

Did our customer service team advise why the can't unlock this?

Speak soon, Katie

henrymatter · ‎14-12-2018

Hi Katie, thank you!

They said the IMEI number isnt on their system and isnt showing as active in the network - even though the device was purchased through EE and has an active (and working) EE SIM in it - but whenever I put in a non EE SIM I get "Device Locked"

H

Katie_B · ‎14-12-2018

Thank you for confirming this @henrymatter.

Did the team provide you any further steps?

Where are you finding the IMEI?

Katie

XRaySpeX · ‎14-12-2018

@henrymatter: Did you buy the device direct from EE or from a reseller on an EE contract. It is in the latter case that the IMEI isn't registered on EE's system.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.

To phone EE: The local rate landline number 0207 362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC = 2014: EE 20 Meg WBC

henrymatter · ‎14-12-2018

@Katie_B nope just said thet cant do it. the IMEI is inside teh device and in the software

@XRaySpeX purchased directly through EE purchasing (business contract) as a stand alone device through our hardware fund.

Any thoughts on how I can rectify this or do I need to return the device?

thanks!

James_B · ‎15-12-2018

Hi @henrymatter,

Unlocking works slightly differently for corporate accounts. Have you spoken to your account manager?

Thanks

James

Log into My EE

EE Help

henrymatter · ‎15-12-2018

Yup, spoke to, was passed to unlocking team, they just keep saying they are unable to help as it’s not on their system (computer says no)

Does anyone have any contacts I can use to get an unlock code? Am I within my rights to return it for a replacement unit if it’s not on their database?

Thanks
H

James_B · ‎15-12-2018

Hi @henrymatter,

Sorry, our unlocking team can't request the unlock of devices linked to corporate accounts.

Your account manager can advise if it's possible to unlock the device.

Thanks

James

Log into My EE

EE Help

henrymatter · ‎17-12-2018

thanks @James_B, I have already mentioned in the thread that this isnt recognised on the EE systems so its not linked to any account. Ive also already been told that they cant/wont unlock it so what am I supposed to do? am I within my rights to return the device as "faulty" as it is my device and it is unuseable on another network?

Or if I put a PAYG EE SIM in it will I be abl eto unlock through the "usual" channels?

thanks for any help anyone can give me!

H

Katie_B · ‎17-12-2018

Good Morning @henrymatter.

Have you spoken with your account manager in regards to unlocking the device?

As @James_B has mentioned our unlocking team can't process an unlock linked to corporate accounts.

Speak soon, Katie

XRaySpeX · ‎17-12-2018

@henrymatter wrote:

am I within my rights to return the device as "faulty" as it is my device and it is unuseable on another network?

What rights? It wasn't sold to you. Your firm bought it & has allocated it to you.

You can't just register a PAYG SIM you just bought for it in order to unlock it. It's the phone that needs unlocking not the SIM.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.

To phone EE: The local rate landline number 0207 362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC = 2014: EE 20 Meg WBC

henrymatter · ‎17-12-2018

thanks @Katie_B, yes spoken to the corporate team, as mentioned already they have no record of the drvice on the system so cant/wont generate an unlock code (I have proof of order etc but seem to have hit a brick wall).

henrymatter · ‎17-12-2018

thanks @XRaySpeX

it was sold to me as I am the IT Manager within the company - not been given to me but trying to unlock it as the reason we got the hardware was to use in remote areas where we can't guarantee EE signal

I know its the hardware that needs unlocking but if your teams are unable to deal with it on a corporate account can I not put an active PAYG SIM in to enable the personal team to deal with it, as the IMEI isnt registered with the corporate team? just trying to find a way round the IMEI not being registered on the corporate systems.

Katie_B · ‎17-12-2018

Thanks for confirming this @henrymatter.

I have sent you a private message for some further information.

Speak soon,

Katie

henrymatter · ‎07-01-2019

Thanks so much for the help everyone - I eventually managed this.

The device had been allocated to a non-existant/non-active PAYG SIM (which is very strange!) but eventually someone found this out so they were able to generate the correct unlock code.

thanks!

H

Katie_B · ‎07-01-2019

It's great to hear that this has been resolved @henrymatter.

Thanks for keeping us updated, I hope to see you around the community in the future.

Katie