EE charge me £20 for "0"

d123

50Twuncle wrote: »

EE do not have any Customer Service - I emailed Executive Office yesterday requesting a response by COP today - guess what - NOTHING !!
Why does any bother with these JOKERS ?

Email can take up to 7 days for a response, isn't there a contact number on the letter with the unlocking code? There used to be an 0191-5xxxxxxx number to ring if there was a problem with the code.

50Twuncle

d123 wrote: »

Email can take up to 7 days for a response, isn't there a contact number on the letter with the unlocking code? There used to be an 0191-5xxxxxxx number to ring if there was a problem with the code.

I found a "chat on line" link on EE.COM and had quite a long chat, yesterday with a woman - she checked and told me (unbelievably)- there was NO RECORD OF ANY UNLOCKING REQUEST
(this is despite the email that I have received and the charge of £20.42 being taken on my debit card) - so she has taken my details and has promised that I would receive an email from the "UNLOCKING TEAM" by Monday !!
She wouldn't give me their email address..
This looks highly unlikely - but I AM READY FOR A FIGHT !!

50Twuncle

Received from Executive Office this morning:
They're unlocking code - a ZERO, Unsurprisingly failed to work

I am sorry to learn that you have experienced issues with unlocking your mobile phone and that you feel the level of service which you have recently received has not been of a satisfactory level. I would like to assure you that we aim to provide the highest level of service possible and that we do take your concerns very seriously. Please be advised that all mobile phones are locked to the network, by the manufacturer of the phone and as such to unlock the phone EE must request the code directly from the manufacturer. I confirm that EE has approached Samsung on your behalf to request the unlocking code for your Samsung Galaxy Note and I that the unlocking code provided by Samsung has been forwarded to you via email. I offer my sincerest apologies that the unlocking instructions you have been provided has not unlocked your phone. Please be advised whilst EE can try to obtain the unlocking code from the manufacturer, there is no legal or contractual obligation on us to do so and as such there is no further assistance that we can offer should the code not work. I confirm that the unlocking fee of £20.42 has been reimbursed as we have been unable to unlock your phone. Whilst I understand this is not the outcome you were looking for, I trust I have clarified EE's position regarding this matter.

Tony5101

Have a look on the google play store for an app. called GalaxSim Unlock.
Not used it myself - but might be worth a try.
It's a free download - you just pay by in-app purchase for the unlocking.
Seems to have decent feedback - all the negatives seem to come from people whose devices can't be unlocked.

JJ_Egan

As Samsung have changed the EFS format on a number of phones with later firmware updates some/ all of the app unlocking methods may not work .Only method is the correct code .

50Twuncle

JJ_Egan wrote: »

As Samsung have changed the EFS format on a number of phones with later firmware updates some/ all of the app unlocking methods may not work .Only method is the correct code .

But EE have not been able to supply me with this ...

gjchester

50Twuncle wrote: »

But EE have not been able to supply me with this ...

Is your minimum term up?

OFCOM guidance is that companies should offer the unlock code once the subsidy is paid off, (ie usually at the end of the contract term) but is a "should offer" not a legal requirement to do.

50Twuncle

gjchester wrote: »

Is your minimum term up?

OFCOM guidance is that companies should offer the unlock code once the subsidy is paid off, (ie usually at the end of the contract term) but is a "should offer" not a legal requirement to do.

2 months to go.....EE have offered me an unlock code. ..
Just not a working one! !

gjchester

50Twuncle wrote: »

2 months to go.....EE have offered me an unlock code. ..
Just not a working one! !

I understand that, its just until the minimum term is up there's not a lot you can do.


Now do I think they can magically give you the right code in 2 months, no not really, but there's no requirement to even offer you anything until then.


Then again they have also refunded the cost, so your not out of pocket, and as I said Ofcom say companies SHOULD source you a code, but no requirement that they have to..

d123

JJ_Egan wrote: »

Only method is the correct code .

No it isn't, the unlocking boxes can still unlock as well. Though I do agree the apps and free sites are hit and miss and unlikely to work.

I've just sent a text to the guy that bought one of my shops, he says it's no problem to unlock and he has done at least 3 of them recently.

50Twuncle, you should phone around, I'm not sure where you are, but any decent unlocker shop should have the equipment.