Forum Discussion

Julieekenlie's avatar
Julieekenlie
Network Novice
26 days ago

Issue with Operator Lock on Phone - Ongoing for Over 6 Months

I purchased an iPhone 13 in December 2022 from a T-Mobile store in Texas. At the time of purchase, I explicitly mentioned that I needed the phone to work in my home country after I moved back. I was assured this would not be an issue.

However, since returning to my home country in late May 2023, the phone remains operator-locked, preventing me from using it with a local SIM card. Despite calling T-Mobile support more than ten times, the problem is still unresolved.

Each time I contact support, I spend an hour explaining the situation, providing the requested details (like the IMEI), and following their instructions. Each time, I am told to wait 2–4 days for the lock to be removed, yet nothing changes.

This process has been incredibly frustrating:

  • I have spent a significant amount of money on international calls to contact support.
  • I have patiently followed all instructions provided by T-Mobile.
  • I was assured that closing my account when I moved would not affect the unlocking process.

After six months of waiting and countless calls, I am still unable to use my phone. The representatives I spoke with all claim to have submitted the request to the appropriate team, but no action has been taken.

This experience has been disappointing and unacceptably poor. I am posting here in hopes of finally getting this issue resolved.

T-Mobile, please prioritize this matter and unlock my phone immediately. After months of trying, I am beyond frustrated and need a resolution now.

  • syaoran's avatar
    syaoran
    Transmission Titan

    Are you a T-Mobike USA customer?  Does your device and account meet all of the SIM Unlock Policy requirements? 

    SIM Unlock Policy | Unlock Your Mobile Wireless Device | T-Mobile https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy 

    Apple devices take significantly longer to SIM unlock once the requirements are met and the SIM unlock is requested.  This is because the request is made by T-Mobile and sent to Apple to complete.  Apple isn't fast getting arpund to these so expect 3 weeks or longer for it to be completed.