EE won't provide an unlocking code

Beverley

After my husband's contract had run out, EE offered to ontinue charging him (for calls/texts/internet usage only) the same amount that he had been paying for the handset plus calls/texts/and internet usage. We were unhappy with this and, when they were unable to beat the deal I had been given by my provider, said we would move to another provider. We then obtained the PAC code so that we could use the same number and added hubby's number to my Virgin account. We were unable to connect to the Virgin account and Virgin informed us that hubby's phone was locked to EE. EE hadn't mentioned that we would need this when we said we would move to another provider nor when we requested the PAC code. 

I contacted EE to request the code and they said it would take up to 10 days for it to arrive. 10 days later, it had still not arrived. I called again and explained that my husband is terminally ill and we needed his number because all medical appointments are held over the phone because of the pandemic. I was told that they would fast track the request through within the next 24 hours so I fully expected the code through by Friday evening. Of course, Friday evening came and went and ... still no code. 

I called again and was told that they weren't able to fast track anything through. I queried this and asked, "so was I lied to?". "Yes, I think you were." I asked if for details of the Ombudsman and was told that they could take details of a complaint and asked what I wanted to complain about which I summarised as:
1. I wasn't told that I would need an unlocking code when I said I was leaving EE.
2. The code failed to arrive within the maximum of 10 days.
3. The code then failed to arrive within the 24 hour 'fast-track' window I had been given.
4. There was still no reliable idea of when I might receive a code.

I asked to speak to a manager but the manager was unavailable. I now await a call back at 5pm. However, in the meantime, is there anything I can do to sort this out? Are there any meaningful phrases I can use to ensure that I am taken seriously. We missed a telephone call from the hospital on Wednesday because, despite my requesting the hospital use my number temporarily, the information had not filtered through. I know this was a hospital error but it wouldn't have happened if EE had sent us the code as requested.

Can anyone help?
Thanks in advance.
Beverley

eDicky

To obtain your PAC there's no need to phone them, just text ‘PAC’ to 65075.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switching/switching-mobile-phone-provider

Beverley

Thanks. I already have the PAC. It's the handset unlocking code I need. Virgin have the number and it's all set up but we can't use the handset becuase EE have yet to release the unlocking code.

Nebulous2

eDicky said:

To obtain your PAC there's no need to phone them, just text ‘PAC’ to 65075.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switching/switching-mobile-phone-provider

I've just left EE and that didn't work for me. EE had short codes blocked on my phone and wouldn't allow me to send the text. As far as I could find out the only way to lift that was to call them anyway.

Nebulous2

Beverley said:

Thanks. I already have the PAC. It's the handset unlocking code I need. Virgin have the number and it's all set up but we can't use the handset becuase EE have yet to release the unlocking code.

Might be worth just buying one if it as critical as you say. I've bought codes from Ebay in the past, for around £3-5. They've always worked with no problems.

macman

In the circumstances can you not just buy an unlocked phone, they're readily available from a tenner upwards for a feature phone?
EE haven't covered themselves in glory here, but they are under no obligation to remind you that you purchased a network-locked phone.

Frozen_up_north

OFCOM are banning the sale of network locked phones, but unfortunately the ban doesn’t come into effect until December 2021! I see they name and shame EE in this media release:
https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2020/mobile-firms-banned-from-selling-locked-handsets

eDicky

Beverley said:

Thanks. I already have the PAC. It's the handset unlocking code I need. Virgin have the number and it's all set up but we can't use the handset becuase EE have yet to release the unlocking code.

Yes of course, sorry, you explained perfectly but I lost the plot somehow...

J_B

First question is - what's the make/model of the phone?

liggerz87

Go onto the ee Community and ask for scorcha there the Community manager they should help get you the code

Unity

I have never gone to the phone provider to unlock the phone, any market trader selling phones will do it in a couple of minutes while you wait for a few pounds. it is certainly worth it - where potentially missed hospital appointments are involved. Good luck!