11-10-2018 04:57 PM
Hi, I had a 24 month contract with EE on an iPhone 6S bought through Carphone Warehouse (which I have now completed and the UK number has been disconnected). I moved to Canada last month and picked up a SIM with a local company only to find my phone is locked. It states on the EE unlocking page of the site that any Apple device 18 months or older with EE will be automatically unlocked but this doesn't seem to be the case.
I filled out the form to get the device unlocked but the email said it would text me instructions within 72 hours. I can't receive texts as my UK number has been disconnected, I also can't call any of the help lines as my number is dead (although I would be reluctant to do so anyway for fear of massive charges for calling from overseas and being on hold)
It also won't let me make an account on MyEE as it doesn't recognise my phone number as being an EE one anymore so I can't get on live chat to talk to anyone.
This has all been very frustrating - can anyone help please? Would the Canadian Apple store be able to unlock my phone?
11-10-2018 05:15 PM
It states on the EE unlocking page of the site that any Apple device 18 months or older with EE will be automatically unlocked but this doesn't seem to be the case.
It won't be in your case. It needed to be bought directly from EE for this to happen.
The unlocking form cannot be used for devices not bought directly from EE.
To unlock a device not bought directly from EE 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.
12-10-2018 05:42 PM
Hi XRaySpeX, thanks for the reply.
Okay I understand, I tried calling that phone number yesterday and today off my girlfriend's phone but when I press 2 (or any of the other options for that matter) the automatic voice says "Sorry that's not on my list" and I can't get any further.
Is there no way to do this process via e-mail or live chat? I was a customer with EE for 24 months so I was hoping there was some sort of support still available to me.
12-10-2018 06:07 PM
I've just tested that EE CS phone no. It routes as I described. You sure you are calling the right no? Does it start by "Press 1 if you are an EE cust or 2 if you want to become one"?
EE provides no email contact.
You are not now a contract cust. to use Live Chat.
12-10-2018 06:48 PM
Yep that's the one - I think 3 was broadband and 4 was another product then there's no other options. I have tried all of them and I get the same message, then after I've chosen 3 options I get the "sorry we could not help" recording and it disconnects.
12-10-2018 08:19 PM
Yes, that's the 1 with 4 top-level options but it should go onto more options on any of them. Try calling from another phone.