by RobWoodward4 Investigator
Investigator

Unlock request sent 13 days ago, nothing heard

Hi,

i sent an unlock request 13 days ago and received the email to confirm the request had been received, but haven't heard anything since. Can anyone help? 

 

9 REPLIES 9
by
EE Community Support Team

Re: Unlock request sent 13 days ago, nothing heard

Hi @RobWoodward4

 

Thank you for coming to community 🙂

 

I'm sorry to hear that you haven't heard anything since.  Please see our Unlocking your EE mobile phone or device support article.

 

It can take up to ten days to receive your unlock code ­– however sometimes it may take longer if we have to contact the manufacturer.

 

If you haven’t received your code within ten days and haven’t received a text saying we’re waiting for the codes from the manufacturer, please get in touch with customer services.

 

Let us know how you get on.

 

Thanks

 

Richard

 

🙂

by RobWoodward4 Investigator
Investigator

Re: Unlock request sent 13 days ago, nothing heard

Hi, 

 

it has been more than 10 days and I haven't heard anything at all. I'm abroad at the moment, hence needing to unlock (I'll be using my EE sim again when I return), which means this forum and live chat are my only ways of contacting customer service. Unfortunately your My EE site is not working for me again

by
EE Community Support Team

Re: Unlock request sent 13 days ago, nothing heard

Hi @RobWoodward4

 

Can you try your MYEE here?

 

Or try logging in from another browser and await a live chat invite.

 

Fingers crossed it works for you.

 

Thanks

 

Richard

 

🙂

by RobWoodward4 Investigator
Investigator

Re: Unlock request sent 13 days ago, nothing heard

Hi @Richard_C

 

I've tried from my phone on that link and my laptop on 2 browsers, but just get a "too many redirects error" each time. I've tried to resolve the issue by clearing cookies, but no luck 

by
EE Community Support Team

Re: Unlock request sent 13 days ago, nothing heard

Have you got the latest version of the app by any chance @RobWoodward4

 

 

by RobWoodward4 Investigator
Investigator

Re: Unlock request sent 13 days ago, nothing heard

I have, but just get this message so can't use it.

 

"Your account has been closed, please make sure your final

bill has been paid.... etc...."

 

Despite the fact that the same app also tells me all bills are paid....

 

by
EE Community Support Team

Re: Unlock request sent 13 days ago, nothing heard

Sorry you can't get through @RobWoodward4

 

You need to please call the team via an alternative mobile or landline.

 

Thanks

 

Richard

 

🙂

by RobWoodward4 Investigator
Investigator

Re: Unlock request sent 13 days ago, nothing heard

Hi @Richard_C

 

I've just tried again and can now log into my EE on my browser (weird!)

 

what should i do now?

by
EE Community Support Team

Re: Unlock request sent 13 days ago, nothing heard

Wait for an invite to chat @RobWoodward4

 

As soon as an advisor is available they will be along.

 

Cheers

 

Richard

 

🙂

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