by jadet0208
New Member

cannot unlock phone

Hi, I have tried tirelessly to unlock my device using the online form (about 5 times) to which it says every time - 

'Sorry, something went wrong.

We were not able to process your request unfortunately.

Please go through the form again, checking your answers, and making any corrections where necessary.'

i called 150 and spent a long time on the phone trying to do this - the lady could not get through to the team, so i kept trying the form.. she tried again to get through and said sometimes the unlocking team dont answer....crazy right...

Then she went to put me through i waited on hold for about 10 minuted and it cut off.... appaling. I leave the country in 20 days....someone please elighten me as to how i can do this without waiting on the phone for a crazy amount of time just to be cut off. This is a paid for service (£8.99) and i cannot get it to work...crazy... sort it out EE.

by Grand Master
Grand Master

Re: cannot unlock phone



You need to persist with calling 150. There is no specific account access on these forums.



To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by Grand Master
Grand Master

Re: cannot unlock phone

Did you buy this device yourself new direct from EE or is it 2nd-hand?


Try calling Customer Services on 0800 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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
EE Community Support Team

Re: cannot unlock phone

Hi @jadet0208.


Welcome to the community.


I see @Northerner and @XRaySpeX have both replied to you already regarding this.


Did you manage to get in contact with 150 again?


Check out more information on unlocking an EE device on our device unlocking support article.


There is more information on unlocking second hand devices on there too, if that's the case.


Please let us know how you get on.



Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.