05-01-2019 11:46 PM
Hi, I received a refurbished pixel from Google in a substitution of a broken Unit I've bought few months ago. The Phone is locked with ee.
I've tried to call The Assistance but it's impossibile to call from italy.
What I've to do to unlock my Phone?
05-01-2019 11:52 PM
If you are in Italy how did you get a refurbished EE phone from Google delivered?
Your point of call is Google who should have sent like for like so if your origional handset was unlocked so should this one
06-01-2019 12:27 AM
I've bought the Phone in november;the Unit was broken because it get chainblocked in the Lock screen, so I've to sent it to the Assistance.
It took 45 days to get fixed, but instead to fix that Phone they sent me a refurbished one. Dunno how they sent me a locked one 😕
I'm just trying to understand if there's a way to unlock The Phone without passing, again, trought the Google assistance
06-01-2019 01:12 AM
Where did you buy the original phone?
06-01-2019 09:06 AM
Good Morning @Aladrio.
Just to clarify, did you get the replacement phone before going to Italy?
Is it your EE SIM card or an Italian SIM card that won't work in the phone, or both?
06-01-2019 09:19 AM - edited 06-01-2019 09:28 AM
You bought an unlocked secondhand EE phone in a shop in Italy but when Google was asked to repair it they replaced it by a used locked EE phone, is that what happened?
Well, Google isn't gonna worry about the locked status of its refurbished phones it supplies as replacements as long as it's the identical hardware,
06-01-2019 09:53 AM
I live in italy, I bought the Phone here in italy. I had to sent it to Google Assistance because of an hardware problem.
They sent me a refurbished Phone instead of repair the one I've sent.
The refurbished has no hardware problems but it's a locked Phone.
06-01-2019 10:37 AM
It can't have been not previously owned if you bought it in Italy. You did not buy it yourself from an EE shop which only exist in the UK. Therefore it was 2nd-hand even if it looked like in new condition.
To unlock a 2nd-hand phone you need to call Customer Services on +44 800 956 6000 (option 2, option 4) to put you in touch with the Unlocking Team to request an Unlock Code. You will be asked for your email addy. They will take payment (of £8.99) from any valid UK bank card.
Once the process has been started you will receive an email from the Unlocking Team to process the unlock. It can take up to 10 days to complete the unlock.
But even so beware that EE could still refuse to unlock it. Many phones sold 2nd-hand have been reported lost or stolen, have been sold by the original owner when under 6 months old without EE's permission or have money owing on them.
If that is the case your only remedy is against whoever you got the phone from.
06-01-2019 11:45 AM
It should also not be down to @Aladrio to get it unlocked let alone pay for it.
Google needs to fix this by either paying for the unlock or replacing it with an unlocked version or one locked to their network.
06-01-2019 11:58 AM
@BrendonH: I don't think we have been given all the facts here. We don't know what type of Italian shop the original was bought in.
To my mind Google would have only given OP an EE locked phone in replacement cuz they id'ed the original phone as an original EE sourced phone & therefore replaced it like-for-like with a refurbished EE phone as it would have come directly from EE, i.e. locked to EE.
06-01-2019 12:37 PM
I bought in a H3g store,so it wasn't a second hand phone.The phone was sealed.
It's a bit mad I've to pay to unlock a new phone i bought new and google replaced with a refurbished locked phone.
I guess I'll have to pass trought google again to get a FULL working phone.
06-01-2019 01:05 PM - edited 06-01-2019 01:05 PM
If you purchase at a Three store then the device you receive should not be locked. Three doen't lock their phones they took this policy a couple years ago.
Google is your point of call @Aladrio you should not have to bear the cost of unlocking.
06-01-2019 02:50 PM - edited 06-01-2019 02:52 PM
Why would Google replace a to-be-repaired new H3G phone from Italy with an EE phone from UK? That is the mystery! That needs to be asked of Google.