by Ela2 Investigator
Investigator

Unlocking replacement Iphone 6s ?

My Iphone 6s was dameged and I got replacement around month ago from my insurance company. I thought a new handset is already unlocked and give it away to my mum which lives outside UK. When she put her sim card into a new Iphone unfortunately phone can't identify SIM card. It is said to check with a current carrier.

I called EE today however support adviser couldn't find IMEA number.

What can I do or how can I unlocked this phone now?

I never put my EE simcard to replaced Iphone therefore do not understand why it is locked...

Any advise will be appriciate. 

7 REPLIES 7
by Ela2 Investigator
Investigator

Re: Unlocking replacement Iphone 6s ?

EE customer service?

When I called EE today and talk to 1 of the adviser he couldn't see devise
in EE record.
Please note, I haven't inserted EE sim card to a replacement phone, I put a
sim card from a different provider straight away.
Then got a massage that sim card is not supported.
by Ela2 Investigator
Investigator

Re: Unlocking replacement Iphone 6s ?

James,
There is an issue when I log IMEI number.
Please note, that I am EE customer however when I received replacement
iPhone from insurance company I never insert EE sim card.
I was convinced that device I received is unlocked.
Unfortunately, it doesn't work with sim card from a different provider.
There is a massage that sim card is not register and I have to contact my
current carrier which is EE...
I contacted Apple support and they advise me to do the same.
It seems like I am unable to do anything with the phone.
by
EE Community Support Team

Re: Unlocking replacement Iphone 6s ?

Hi @Ela2,

 

Welcome to the EE Community.

 

If you enter your phone's IMEI into the online device unlock form, does the phone show as locked to EE?

 

Thanks

 

James

by Grand Master
Grand Master

Re: Unlocking replacement Iphone 6s ?

@Ela2  You will have to call customer services as you've had a insurance replacement device and they will need to verify that it was a insurance replacement.  

 

When you you get a replacement device via insurance it will be in the same locked or unlocked state as the device it is replacing.   

by Grand Master
Grand Master

Re: Unlocking replacement Iphone 6s ?

@Ela2  The device was to replace a EE device so it needs to be used on EE first.  Once it’s been registered to the EE network you can then sort out about getting it unlocked.  At present EE doesn’t even know the device  exists as they have no record of it on the network.  

by Ela2 Investigator
Investigator

Re: Unlocking replacement Iphone 6s ?

Hi Chris,

following your advise I inserted EE card (top-up). It seems with EE sim card phone get the signal and works. 

I called EE customer service team dedicated to phones unlocking service however still  replacement phone doesn't exist in your record. Moreover phone IMEI number seems to be not recognisable at all.

The whole situation is getting more and more out of proportion. My insurance company can't help me at all and again reffering me to EE service as my initial provider.

Can you please let me know what can be done in this case as I feel I am stuck with the devise which is transparent...

 

by
EE Community Support Team

Re: Unlocking replacement Iphone 6s ?

Hi @Ela2,

 

I've sent you a private message.

 

Thanks

 

James

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