Mobile Update

~ beetleypete

I am just back from my hour-long appointment at the EE shop. To be very fair to the staff, two guys spent the full sixty minutes trying their hardest to sort out the locked passcode issue.

You would think that you could send the manufacturer an email, and do a passcode reset. But no. They tried that, and were directed to a tech support page. That offered the option to reset the phone to factory basics, which I agreed to. But when they tried to do that, it wanted the (locked) passcode entered before it would allow it. They started to see why I was so frustrated.

After all their efforts, they were instructed by the tech support people to return the phone to the manufacturer, for a ‘factory reset’. They took my SIM card out and gave it to me, as that may save some of the contact details that I would otherwise lose. Paperwork was completed, and the phone packed up for courier collection tomorrow. Turn around time is estimated at up to fourteen days, hopefully less.

After over an hour sitting behind a large screen wearing a mask, I was relieved to get out of there. I still don’t have a working phone until it comes back, but then it wasn’t working anyway, so no real difference. EE cannot suspend or refund my contract money, as the fault is not theirs. The manufacturer cannot refund me any money, as I cannot prove I didn’t enter the wrong passcode. That’s what passes for extended customer care these days, apparently. Both companies blamed that issue on too many scammers messing around with stolen phones.

On the plus side, two youngish men who work with phones for a living were unable to get to the root of the problem.

So it wasn’t just me being a hopeless old git then.

64 thoughts on “Mobile Update”

  1. I locked myself out of my Samsung phone once and I was able to login to my Samsung account through my laptop, verify my identity and then reset it that way but I was told if I had not had that account it would have been virtually impossible for security reasons. It is very definitely not a Network Operator issue though. It sits with the manufacturer.

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    1. Thanks, Abbi. EE sent it away to Oppo to be reset/repaired. I have to collect it this afternoon, but they have warned me that I will have lost most of my contacts.
      Best wishes, Pete.

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  3. I love that they couldn’t figure it out either! My husband had the same satisfaction with a plumbing challenge that the plumber couldn’t sort out either. They finally realized the company had sent the wrong fittings.

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  6. Now a days, people go on a vacation and deliberately leave phone home, taking a product called ‘Light’ that only allows emergency calls and select few numbers…consider yourself there. Buy a Nokia 1100, for emergency calls.

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    1. Not at all, chuq. They actually tried very hard to sort out the one I have. I was impressed by their efforts, but will be more impressed if and when my phone comes back fixed. 🙂
      Best wishes, Pete.

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        1. It was all free of charge too, included in my monthly contract fee. Phone shops are very competitive here, as we have some of the highest ownership of cellphones in the world, per head of the population.

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  10. Result, well sort of 🙂 We bought some cheap Nokia 105 phones when we first moved here, sim free for about £18 each. Admittedly they are just a phone, but if that’s all you need? Pay as you go cards should last six months (they do here) and my minimum top up to keep the number is £5. So £30 for a year, reducing to £10 a year thereafter, probably as much as you spent on petrol to get the phone shop!
    I have to admit that I’m all smart phone now, but if you have a Google account, or indeed a Microsoft account then all contacts will be backed up to that account (if you can find the tick box) 🙂

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  11. While I’m sure you’d prefer a working phone, perhaps you can take some solace that the “experts” couldn’t figure it out either.

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  17. I guess you can’t do a hard reset without a password otherwise any thief could easily do the same. My phone works on facial recognition (doesn’t work with wearing a mask), a fingerprint and a PIN. The PIN is only ever asked for after a system update or occasionally as an extra security option. It is a nightmare when these things go wrong!

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  18. They’ve got us over a barrel, we are at the mercy of these technology companies. At least you found a shop with human beings to try to help you; hopefully you’ll have your phone back in working order sooner than later. I’ve been frustrated with my internet service and have already tried doing what the company said to address it, to no avail of course, all on chat with someone on the other side of the globe. I dread making a phone call as I’ll end up talking with someone who only goes through a script not a real expert.

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    1. I know some people who have had nightmares with i-phones too. I would sooner not have any mobile, but I need it in the car in case of breakdowns. Otheriwse, I hardly use the thing!
      Best wishes, Pete.

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  21. (1) Consider it a vacation for the intellect. More time to ponder the meaning of life.
    (2) If you’re phone dependent, maybe pick up one of those prepaid phones.
    (3) You can always call using Skype, Zoom, etc.
    (4) This is all Alexander Graham Bell’s fault.
    (5) Pony Express volunteers are ready to go.
    (6) Final option: Find a cave, and paint the walls while you wait for the Apocalypse.

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        1. My wife pays £40, but that gives her a lot more Internet. I have a basic plan, but get unlimited calls and texts for that £20. No doubt it will increase when the contract is up for renewal, it usually does.
          Best wishes, Pete.

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          1. Once your contract is up then just buy a SIM – the OH just pays £6 a month but that’s with BT discount. He’s not bothered about Internet so has a low data deal, but unlimited calls and texts. Hardly uses his phone at all.

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  22. If they are so good at the factory they should be able to determine you did not enter the wrong password/key/pin. But then that would be admitting they have a problem. I don’t use a code for my phone for it slows down when I can take photos. Warmest regards, Theo

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  23. You would think that with all the modern technology we have at our disposal, something as simple as this could be solved in what five seconds? This is just nuts…can feel your frustration Pete😢Hope at least that those two weeks will be worth it, and it’s solved then🤞

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