10-03-2017 12:41 AM
I am a customer with EE, but want to get a friends iphone 7 which is locked to EE unlocked. I have rung on serveral occasions and gave them the IMEI number of the phone and was told that this would be fine providing proof of purchase wasn't sent to " email@example.com ". The first person I rung gave the wrong email address, I then rung a week later and the second person gave me the correct email address. After sending the proof of purchase, I was told I would be contacted by an advisor by the Friday to confirm the process was working, this did not happen. So I called for a third time the following Monday and was advised that EMT had not received my email and was told to re-email with the subject header "PROOFS" and told that emt would contact me within 72hours. I did so almost 2 weeks ago and have still not received any information.
Can I get some advise on what to do next because it's getting to the point where it's taken over a month and have still not unlocked the phone?
10-03-2017 12:45 AM
Hello @Jessicaakaitlyn sorry to hear you are having problems unlocking your iPhone. How long ago was the iPhone purchased? EE will not unlock any phone until 6months has passed from the purchase date so until then the phone will remain locked.
Due to this being a public user forum access to accounts is not allowed to check the status of your unlock request through here, this would have to go through customer service on 150 from an EE phone or 07953 966 250 from any other (lines open at 8am). If you are a personal pay monthly customer on an EE plan you can also access Live Chat using one of the ways mentioned in this link. :):
10-03-2017 12:51 AM
Hi, Thank you for the quick reply,
The phone was brought in October from carphone warehouse outright but is locked to a Virgin media sim and I was told over the phone by all the advisors I spoke to that the 6 months doesn't apply and this would not be an issue?
I will try and phone again in the morning and speak to customers services again.
10-03-2017 04:01 AM
@Jessicaakaitlyn Is the device locked to virgin media or EE ? If it's locked to virgin media than you have to ask them to unlock it even though they use the EE network.
10-03-2017 11:59 AM
It was a virgin media SIM card however, all EE SIM cards work in the phone so I would I assume it's locked to EE. If the phone works with all EE SIM cards then Its locked to EE? Virgin outright refuse to unlock the phone after many many phone calls saying that because it was purchased at carphone warehouse and not direct from them they cannot unlock it. However, when I spoke to the EE advisors they said they could unlock any phone that was locked to any network anyway and they even spoke to the EMT team and gave them all the details who confirmed that they would be able to unlock the phone. EE advertise that they can unlock any phone for £8.99 which I would have been quite happy to pay, if they could not psychically unlock the phone I should have revived contact weeks ago to say this, but on three occasions I was told this was possible.
10-03-2017 12:02 PM
@Jessicaakaitlyn Virgin media use the EE network but if the device is not registered as being a EE device then EE cannot unlock by EE and only Virgin media can do this.
10-03-2017 12:14 PM
EE can't unlock any phone. They can only unlock phones registered and sold by them or a third party like CPW.
The phone is registered and sold by Virgin through CPW.
Virgin is the one that needs to unlock this and when they say they can't they are fobbing you off.
Yes EE sims work in the phone as they use the EE network.
It's like giffgaff would work in a locked O2 sim and visa versa (although giffgaff phones aren't locked)
10-03-2017 12:16 PM
EE SIM cards work in the phone though so isn't the device locked to EE?
The device was brought outright unlocked before a SIM card was put in, therefore virgin claim that the device is NOT registered to them, and isn't locked to them and said they cannot physically unlock the phone if they wanted too.
I explained all of this over the phone to the advisors who told me it was possible, like I said they checked everything with the team and they said all they needed was proof of purchase, they'd email within 3 wait ten days and the phone would be unlocked. All of this is in the notes of my account when I talk to them over the phone. They would not have gone through all this process if they could not unlock the phone! The problem is that they said EMT Had not recieved the email the first time and they haven't contacted me like they told me they would
10-03-2017 12:21 PM
The phone was brought unlocked and then I put a pre existing virgin media SIM card that I had for a previous phone into the device which locked it, that's why virgin are claiming that the device is not registered to them, because technically it wasn't bought through them.
10-03-2017 12:21 PM - edited 10-03-2017 12:25 PM
@Jessicaakaitlyn The device was a sim free device and that means what ever network that the very first SIM card is put in the device it will lock to that network. In this case virgin media.
Any phone purchased from the CPW is not from the network as they are sim free so lock to the network. The CPW can not stock network specific devices or they will have 100 of phones for each network. So thay have sim free devices that lock to the network that the first sim card put in them is from.
10-03-2017 12:31 PM
Please CLICK HERE to review the current unlocking process.
Maybe something on that page will help you with the unlocking.
10-03-2017 12:36 PM
Okay, so it definitely has to go through virgin? Even though they are claiming the device isn't registered to them because I bought it through a third party they have to unlock it? Any advice for getting them to do it?
Thanks for your help
10-03-2017 12:49 PM
10-03-2017 12:53 PM
@Jessicaakaitlyn You need to tell virgin media customer services that the device came from the carphone warehouse and a virgin media SIM card was the first SIM card placed in the device so locking it to virgin media. It's now a virgin media locked device and only they can process this unlock request.
10-03-2017 12:54 PM - edited 10-03-2017 01:06 PM
Thank you for taking the time to visit the Community today.
There seems to be a lot of confusion about how you would get your iPhone unlocked.
I can confirm that you will not be able to get your iPhone unlocked through Virgin Mobile. If you check Apple's "Wireless carrier support and features for iPhone in Europe" here, it shows that Virgin Mobile only supports Facetime over Cellular, LTE (4G) and Personal Hotspot, they do not support unlocking.
What I personally believe you should do is contact customer service on 150 from any other phone or 07953 966250 from any other phone and request your iPhone to be unlocked using the "Second Hand" route.
However, I'm going to get some advise from one of EE's Community Support Team. @Richard_C, could you offer some advise please?
10-03-2017 12:58 PM
Thank you for all the help, I just want to say EE have been the most helpful. M
I've tried telling virgin media that over and over again, they don't do anything.
So with you saying that virgin media don't support unlocking and cannot unlock the phone can I confirm the phone will never be able to be unlocked?
10-03-2017 01:02 PM - edited 10-03-2017 01:06 PM
Thank you for the reply @Jessicaakaitlyn.
What Virgin Mobile have advised is correct, they can not unlock the iPhone.
However, because Virgin Mobile use the EE network, you can use an EE SIM in your locked iPhone. If you was request a lock check through a third party website, it would come back as being locked to Orange/T-Mobile.
I'm not sure if EE would be able to unlock the iPhone, you would need to either wait for @Richard_C to reply or contact customer service directly and they will be able to pass you through to EE's unlocking team and they would be able to advise you further.
10-03-2017 01:06 PM
Be persistent. Don't back down.