Locked to Virgin EE by carphone warehouse

Richard_T_

Theres some information on unlocking iphones here:
http://kenstechtips.com/index.php/apple-iphone-when-sim-free-doesnt-mean-unlocked

Reading through that it looks like its not easy/impossible for Virgin to unlock the phone.
As for EE the consumer side of it will not deal with /should not deal with with virgin media customers.
However if EE offer to unlock it then you should take them up on that offer.,

with regards to the insurance certificate there may be some confusion either on your part, or on the part of EE with unlocking and unblocking.

As for CPW: looks like you may have a point there, and a strongly worded complaint letter sent in the post ( old snail mail ) may be of use.
if you purchased in store it doesnt make one bit of difference what the website may say the key thing is what the sales man told you..

If i was you i would Try virgin again, if no luck then pay EE to unlock it ( if they can/will)
And complain to CPW for a refund of the unlock fee ( or even the whole handset if its impossible to unlock )
Buy your next iPhone from Apple, or your next device/phone unlocked.

d123

Anoneemoose wrote: »

Just to clarify I am not a current EE employee - in case I get virtually lynched!

I do however know a lot of people who still work there so that, coupled with my previous experience of Orange, gives me a good insight into some things.

I thought you were still with Orange, sorry about that .

glentoran99

mickeyb44 wrote: »

Right, lets clear this thread up:


1: The warning should have been made clear by the salesman in carphone warehouse, he did not and he clearly stated it was "a good idea to buy an unlocked phone". I asked for an unlocked phone that I could use any and also change any sim.


2: It is not just 20 quid, its 20 quid plus the cost of getting the phone insured, as per instructions on EE website. Frankly it should be free !


3: Virgin are nothing to do with this, I tried them and they said its 100% down to EE and EE only.


4: I have tried 2 unlock shops and they both tried and said sorry, they didn't charge me.


5: I did not buy an iphone as a status symbol or toy, I bought it for personal and business use. Yes, I should have purchased an unlocked Samsung but at the time I had several collegues with unlocked iphones advising me to purchase one.


6: I had a threeway conversation with a senior tech at apple and CW, the apple guy really tried hard for me but in the end realised that if CW wanted to actually help they still could not because its locked to EE and now out of their control.


7: Two weeks ago I emailed EE to ask why they require an insurers letter, they did not reply, im about to try again.
.
Phew, thanks to those who answered my original questions

You don't need to get your phone insured! That's nonsense

https://explore.ee.co.uk/unlock

It's only if your phone was insured and was replaced you need then to confirm that it's not your original phone

mickeyb44

Oh well, thought I would pop back in with an update:


Tried the EE unlock form twice - no reply whatsoever.


Called EE - Sorry sir we cannot unlock your phone as its not registered with us.


55 minute call to Virgin - Sorry we cannot unlock your phone as its not on our system.


Ive been trying to get this phone unlocked for months now.


On the rare occasions when it actually receives a signal it says VirginEE at the top left corner of the screen. So my understanding of this problem is that 2 companies are involved with the lock status of my phone but neither have it fully registered on their systems ? This is what the guy from Apple said ages ago.


Im now completely out of ideas other than an email to offcom which will probably be a waste of my time.


If only the guy at carphone warehouse had told me that it would be locked regardless of price or initial sim free status none of this would be a problem for me.


I get a very poor / non existent signal in my area and the internet is unbelievably slow. That's why I want to change provider.

kingrulzuk

mickeyb44 wrote: »

balletshoes,


on my iphones screen it shows EE in the top bar on the left and that really really does mean its locked to ee. I have been told that virgin own ee but cannot verify that

First tell me Who told you that?

grumbler

mickeyb44 wrote: »

Im now completely out of ideas other than an email to offcom which will probably be a waste of my time.

Anoneemoose wrote: »

If Virgin have locked it, it needs to be them who request to unlock it. Go back to them and escalate it until they sort it.

Complaints Code of Practice - Virgin Mobile

If only the guy at carphone warehouse had told me that it would be locked regardless of price or initial sim free status none of this would be a problem for me.

grumbler wrote: »

The good thing is that in this e-mail they indirectly admit in-store misselling, so you can easily sue them via the Small Claims Court. The only question is the amount.

• Small Claims Court

mickeyb44

Thanks grumbler, like I said ive been trying for several months and have made many phone calls to all and I just get the same answers every time. It really is unfair, im not prepared to phone any of these people any more.

grumbler

Did I say 'phone'?
The worst way of complaining is over a phone. They fob you off and forget about you instantly. You have no proofs left.

The same with CPW. Send them a Letter Before Action giving them, say, 10 days to either get the phone unlocked or pay you the reasonable amount for unlocking. In 10 days submit an online claim to the SCC. If the phone can't be unlocked properly at any cost, sell your phone as locked to Virgin, buy a similar not locked second hand one and sue CPW for the difference (including all charges and commissions).

See also: http://giffgaff.com/unlock/virgin-mobile-reviews

mickeyb44

Your right, this is now my only course of action.

d123

mickeyb44 wrote: »

Oh well, thought I would pop back in with an update:


Tried the EE unlock form twice - no reply whatsoever.

You were told that was a waste of time.

mickeyb44 wrote: »

Called EE - Sorry sir we cannot unlock your phone as its not registered with us.

You were told it was nothing to do with EE.

mickeyb44 wrote: »

55 minute call to Virgin - Sorry we cannot unlock your phone as its not on our system.

You were told to raise a complaint with Virgin, what was the point of just phoning them?

mickeyb44 wrote: »

Ive been trying to get this phone unlocked for months now.

But not taking advice and just doing your own thing, no wonder you failed.

mickeyb44 wrote: »

On the rare occasions when it actually receives a signal it says VirginEE at the top left corner of the screen. So my understanding of this problem is that 2 companies are involved with the lock status of my phone but neither have it fully registered on their systems ? This is what the guy from Apple said ages ago.

You've been told that Virgin is an independent MVNO that uses the EE system, and other than using the EE network is its own seperate entity.

mickeyb44 wrote: »

Im now completely out of ideas other than an email to offcom which will probably be a waste of my time.

Probably, you refuse to listen to people who actually have a clue, and carry on with your pigheaded uninformed path that will lead nowhere.

mickeyb44 wrote: »

If only the guy at carphone warehouse had told me that it would be locked regardless of price or initial sim free status none of this would be a problem for me.

Maybe he missold to you, but the onus of proof will be on you.

mickeyb44 wrote: »

I get a very poor / non existent signal in my area and the internet is unbelievably slow. That's why I want to change provider.

Buy a cheap PAYG on another network, with your track record in this thread it will be a long (perhaps impossible) task to eventually get it unlocked.