If you want to unlock your device for BT Mobile, it depends on whether it’s from us or another provider.
If you bought your mobile phone or tablet directly from a mobile provider, it might be locked. This means it will only work with their SIM cards.
To unlock it, you'll need to contact your previous provider. They'll either unlock it for you or give you a code to put into your phone.
Before contacting them, make sure you've got:
- your mobile phone number
- your account number (if you know it)
- the make and model of the phone or tablet
- you’ll need your IMEI number, which you can get by dialling #06# on your device
With other providers, you may have to ring their customer service. With most phones, your unlocking code will work straight away.
With some iPhones, it may involve connecting your phone to iTunes and putting in your Apple ID. Make sure you have the latest version of iTunes and iOS before you do this.
How do I know if my device is locked?
For more help with unlocking, go to www.bt.com/unlock.
Insert your BT Mobile SIM to check if the device is locked. Restart the device after turning it on. If you can't see "BT" or a BT symbol somewhere on the screen, your phone is probably locked. On an Android or Windows phone, you'll need to pull down from the top of the screen.
You might also see a message saying something like:
- SIM Network Unlock PIN
- Enter Network MEP code
- Invalid SIM Card - Network locked SIM card inserted
- SIM not Valid
I've entered my unlocking code, but the BT Mobile SIM still doesn't seem to work
Make sure you’ve entered the code correctly and completed all the steps. For some iPhones, you have to connect to iTunes to finish things off. Turn it off and back on, and then try to unlock it again.
Try checking the BT Mobile SIM in another unlocked device, or one that already works with the BT Mobile network. If the SIM's OK, you know it's likely your device that's the problem.
If your device is from an old contract or an old mobile provider, you might not be able to unlock it online. It may be best to go to a mobile phone shop.
Is unlocking a device illegal?
Unlocking is completely legal. However, if a device has been reported stolen or missing, it will be blacklisted or blocked. Un-blacklisting or unblocking a device that you didn't blacklist is definitely illegal. The technology to unlock a phone or tablet can also be used to unblock it. That's why we only recommend going back to your previous mobile provider to unlock it.
Does unlocking affect my warranty?
If you ask your old provider to unlock your device, they'll tell you how it will affect your service. In general, unlocking shouldn't affect your warranty if you do it through your old provider.
Since December 2021, all devices have been sold unlocked, allowing them to be used with any network SIM card.
Before this, all devices were provided locked to the network, so you had to request unlocking.
On Apple devices, the unlock is performed remotely after you request it; on Android devices, you will need a code and device-specific instructions to unlock them.
The following devices have always been provided unlocked or have been unlocked for you:
- Google Pixel (all variants)
- Oppo (all variants)
- One Plus (all variants)
When can I unlock my device?
If you have a locked device, you can now unlock it at any time within your contract period.
How much does it cost?
All devices are free to unlock.
How long does it take?
If you need to unlock your device, call 0330 123 4150 and an advisor will do this free of charge.
When it might take longer
We may need to contact the manufacturer for an unlock code, which can take up to seven working days. When you request it, we’ll take your contact details and let you know once we have it.
Glossary of unlocking terms
Device: Phone, iPad or tablet
Locked: A device locked to a network, which means it can't be used on other networks without being unlocked.
Partially unlocked: An Apple device that has been unlocked by BT and is awaiting customer action to fully unlock.
Fully unlocked: A device that has been unlocked to use on any network.
Unlock code: The code provided by the network to unlock the device.
Bricked: An Apple device that has not been fully activated.
Unbricked: An Apple device that has been fully activated.