10-02-2019 03:26 AM
Recently called to unlock my phone and was told it will take 10 days.. It has been over 10 days and my phone isn’t unlocked. I’ve been on my ee account and it says that it still isn’t unlocked and when I have tried to unlock it, it has said that it doesn’t recognise my phone number and that my IMEI number cant be unlocked as it isn’t for EE to unlock?
10-02-2019 04:01 AM
Did you buy it yourself direct from EE or is it secondhand? If you didn't you can't unlock it using EE's online unlocking form.
10-02-2019 07:20 AM - edited 10-02-2019 07:26 AM
Welcome to the community 🙂
Can you let me know the make and model is of the handset you requested to be unlocked?
You can check the status of an iPhone onlock by using our online form.
If the unlock is showing as processed, you can complete the iPhone unlock on our help page.
10-02-2019 07:33 AM
Thank You. I have an iPhone 8, model- MQ6G2B/A.
I have tried looking online for the status of it, it just seems to say that the phone is locked.
10-02-2019 08:01 AM
I called up on the 28th of January. I am finding it difficult to contact without calling as I am abroad, is there a live chat for customers I can use.
Thank you for your help
10-02-2019 08:21 AM - edited 10-02-2019 08:22 AM
Tomorrow will be the 10th working day 🙂
We do have a live chat team you can speak to while you are abroad. If you click on the 'EE' tab and then the link for customer service chat is in the clickable box.
Please come back and let us know how you get on when you speak to them on Tuesday if you don't get your unlock completed tomorrow.
10-02-2019 08:53 AM
@Alex_S When did working days come back into it. It’s 10 days and has been for a few years now.
10-02-2019 11:54 AM
@Yasmeen97 Have you ever had the device replaced the you got from EE via insurance?
10-02-2019 02:08 PM
Oh it’s by working days, that makes sense!
Hopefully it will be unlocked, thank you so much for your help will let you know how it goes!
10-02-2019 02:11 PM
But it isn't! It's calendar days.
10-02-2019 02:20 PM
Sorry, it is 10 calendar days your phone should be unlocked in.
Once the unlocking process has been completed by EE, they send out a text or email to confirm this has been done. Do you have your EE SIM in a phone that has roaming enabled?
You can get in touch with our live chat team today until 8pm and they will be able to check your account to see how far along the process is.
If they can confirm that the request has already been proceeded, you can follow the Apple unlock steps to fully complete the unlock.
Please come back and let me know how you get on 🙂
10-02-2019 10:57 PM
@Yasmeen97 You have had the device longer then the required 6 months before you can request it to be unlocked? No contract device will be unlocked if you’ve not had it longer than 6 months.
11-02-2019 02:07 PM
I haven’t received a message yet from EE and when checked the status of my phone online it still says the phone isn’t unlocked. I have a EE sim card in a phone with roaming enabled. Also, can’t seem to find the live chat online not sure it’s because i’m on a phone.
11-02-2019 02:09 PM
@Chris_B Yeah the 28th of January was the 6 month point, but when I called EE they confirmed it would be unlocked in 10 days and I paid.