14-12-2018 11:28 AM
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?
14-12-2018 01:33 PM
Good Afternoon @henrymatter.
Welcome to the EE community .
Did our customer service team advise why the can't unlock this?
Speak soon, Katie
14-12-2018 01:42 PM
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"
14-12-2018 01:58 PM - edited 14-12-2018 01:58 PM
Thank you for confirming this @henrymatter.
Did the team provide you any further steps?
Where are you finding the IMEI?
14-12-2018 02:00 PM
@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.
14-12-2018 02:09 PM
15-12-2018 12:30 PM
15-12-2018 12:57 PM - edited 15-12-2018 12:58 PM
17-12-2018 09:16 AM
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!
17-12-2018 11:24 AM - edited 17-12-2018 11:39 AM
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.
17-12-2018 11:35 AM
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).
17-12-2018 11:41 AM
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.
2 weeks ago
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.
2 weeks ago
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.
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