28-01-2018 12:42 AM
Hi, I have been waiting over a month for my unlock code - I have not recieved any email except an email confirming my request and informing me that it will take ten days.
28-01-2018 01:40 AM
How did you apply for it?
Did you buy this device yourself new direct from EE or is it 2nd-hand?
28-01-2018 08:49 AM
I filled out the online form to unlock the device. It is my mothers phone and she bought it new from EE and has since upgraded to a new handset with EE.
28-01-2018 10:27 AM
Thanks for posting in community 🙂
All phones and devices purchased as part of an EE contract are locked to our network.
Have you taken a look at our How to unlock your EE pay monthly phone or device support article?
There is a set criteria for unlocking, does your mums phone fit the below?
Unlocking a pay monthly device
28-01-2018 10:41 AM
Thanks for the reply, I have read the criteria and guides and believe that we meet the criteria for free unlocking. The device was on a pay monthly contract and is older than six months, and my mother has now upgraded to a new handset on the same contract - i helped my mother fill in the online form before christmas and entered the imei number of the old handset so as not to unlock her new handset. I then assumed that maybe there is a bit of a backlog at christmas so have waited a long time thinking that the code will arrive. Is there a way for me to check the status of my request online?
28-01-2018 10:56 AM
Hi richard, I am unable to call customer services at the moment without a working phone! I received the email thanking me for my unlock request, the email also said that ee would be in touch if the proccess was to take more than ten days but I have heard nothing. If there was a problem with the application would EE get in touch to inform me? I dont want to fill out the form again and wait if there is a problem with my request.
28-01-2018 11:02 AM
28-01-2018 11:03 AM
@xdburns When you filled out the online form you did enter the number that was used in this device?
28-01-2018 11:21 AM
Yes, I chose the option to unlock another handset (as my mum has a new handset), and entered the IMEI of the device we wish to unlock.
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