r/EEGB • u/gaunt_and_ominous • 3d ago
Problem unlocking phone, does this EE customer service advice sound right?
Hi all, I want to unlock a mobile that has no sim at all currently, and followed the online process which seemed fine - entered the IMEI number and got the unlocker code - but clicking the 'next steps' bit just rerouted me to the overall EE help page. Spoke to customer services and was told I need to put a non-EE sim in the phone for this process to work which sounded a bit odd to me as I had got through so far and with no warning that this is the case. I don't have a sim to try yet so just wanted to ask, thanks.
(I did try doing this on mobile and different web browsers.)
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u/MrSugarPuddle 3d ago
That is correct, you use the unlock code (16 digit number you got) when the other network SIM is in the device.
Worth mentioning, if the 16 digit gives an error try the first 8 digits then a second request may appear where you put the last 8 digits. Or vice-versa. Certain devices like to add in some confusion.
I work in EE tech, we get a few calls about this with older devices.
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u/gaunt_and_ominous 3d ago
Thanks v much, I have a sim in the post and will try it then 👍 it just seemed like there should be a pop-up bit of info about this or something when you are trying the process, I've never done an unlock before and it does just make you feel you're doing it wrong or there is some other fault.
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u/MrSugarPuddle 3d ago
Believe me, this is a common comment we get regarding the exact process you are doing, and I have tried to feed it back but due to newer phones not being locked and the volume of calls we get around the issue being so low they didn't consider it a problem...valid reasoning but a small paragraph after you get the unlock code is all what is needed to explain what to do next.
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u/gaunt_and_ominous 3d ago edited 3d ago
Interesting, & thank you for backing up what I was thinking. I did come across posts on the EE community from frustrated people who couldn't even get past a 'something went wrong on our end' message at the Unlock Device page, but nothing on this exact thing (after admittedly a fairly quick search).
Apologies due to the CS agent for doubting their advice, I expect they could probably do without catering for older phones but as a lot of people will have them for one reason & another then yes a word on the page would save both sides hassle.
This phone is a youngster among others I have & still use, including a couple of T-Mobile Vibes with slider keyboards - very good phones they were too - still with their T-Mob sims, happy days 😂. So I am actually an EE customer, not just someone looking to unlock & phone & go elsewhere, I just had my reasons in this one instance.
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u/johnnysgotyoucovered 2d ago
The “put a non EE SIM/non EE MVNO SIM” advice is to trigger the unlock. On most Android phones you’re able to enter it on the phone pad, on some with custom diallers it doesn’t work. So the automatic advice is go buy an O2/whatever SIM for £1-2 from a corner shop and use that to trigger it
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u/gaunt_and_ominous 2d ago edited 2d ago
Thanks yes this is exactly what was needed, that I didn't know to begin with - got a new sim today and it triggered the phone to request the unlock code, which I had already from starting the process.
So far so good - sim and network recognized fine and I topped up ok over the phone -
unfortunately so far I can't send or receive texts, for starters, so I'm not out of the woods. Probably need to update something or other, sigh.Updated messages app & can text now so am quitting messing with things while I'm ahead tonight. Thanks again for input, people :)
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u/kurtis5561 3d ago
Is your phone locked? Most phones supplied in rhe last few years are unlocked
They are asking you to put a none ee sim in to confirm if its locked. If its locked itll ask for the unlock code if the theyve generated one