Forum Discussion

LeoS's avatar
LeoS
Network Novice
2 months ago

Impossible to unlock- a paid off phone

As I wrote earlier and someone nice enough in T Mobile community responded, that my phone can be unlocked with the help of an App, I got T-Life, it did not help. Logged on -in the T account via website, it took me eventually to the page that suggests, call customer care. 

Back to square 1, got the same promise from agents on the phone- we will unlock and send you a text within 72 hours. This was the 6th time they promised and I recorded the conversation. I am curious, this can really happen in America?  I will keep calling and requesting Customer care whenever I have time to waste. Maybe we will set a world record. 
Sad. 

  • syaoran's avatar
    syaoran
    Transmission Titan
    2 months ago

    The T-Life app is not the app you need to request a SIM unlock.  Devices locked to T-Mobile USA that are on their original firmware have a SIM Unlock app built in to the firmware for Android.  On older devuces, this is a system app and on newer devices, it is built right into the Settings.  You need to have your active T-Mobile SIM in the device to make sure the eligible SIM unlock can be verified when you process the SIM Unlock using that app. 

    All devices must meet all of the requirements of T-Mobile's SIM Unlock Policy.

    https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy

  • tidbits's avatar
    tidbits
    Spectrum Specialist
    2 months ago

    There are a few reasons why it's locked and T-Mobile says it's unlocked.

    1. Bought from the manufacturer.  The IMEI isn't in T-Mobile system as the manufacturer didn't send it to them.  Doesn't matter which carrier you go to will have this problem. Have your receipt and contact tier 2 T-Mobile support(Facebook or Twitter is the faster way to get them)
    2. warranty exchange.  The IMEI of the exchange will not be in the system under your account.  
    3. 3rd party selling.  If there are discrepancies on their account it can't be unlocked until it is a resolved.  You can't resolve those issues as privacy laws do not allow it. 
    4. iPhones are a interesting beast and has some odd conditions.  Regardless of what Apple low level reps tell you.  Reflex Seller policy is real and has caused problems for years since it was introduced.  You need your receipt and the IMEI and send it to T-Mobile tier 2 support(Facebook or Twitter) to make sure it was really sold to you with Apple upper support(carrier support) and then they'll put the IMEI in the system for unlock.