Forum Discussion
T-Mobile Unable to Unlock Phone?!?
So, I’m leaving T-Mobile after several years. My employer is paying for a family plan w/ another provider as a benefit - So nothing T-Mobile did, you just can’t beat free :) I never switched as I never had a problem with them and I’ve been a fan, but the past week is starting to change that.
As part of moving, I had a balance on a device which I paid off, and the following day (after seeing it was eligible) contacted T-Mobile to have the phone unlocked. I was told it takes 24-72 hours, and it would be unlocked by Saturday.
Saturday came along and the device was locked. I went into a T-Mobile store, who told me I’d have to call for the unlock, but advised me to keep the account open until I had the phone unlocked. That evening I chatted with T-Mobile via 611. I was told it takes 24-48 hours, and was assured it would be unlocked by Monday.
Yesterday, the phone was still locked. I called T-Mobile, and was told it takes 24-72 hours. I asked to be sent to a supervisor, who started telling me how she could understand my frustration… Then hung up on me.
On each of these calls I was told I met all eligibility to have the phone unlocked, but when they tried to do it there was “an error”. In the meantime, I have to keep this plan open costing me $40 a week. I feel like my phone is being held hostage.
Is there a secret to getting T-Mobile to give me my paid-for phone? Again, my account is fully up to date with payments, the phone is paid off, and I’ve had it for over 9 months (well over the 90 days for eligibility).
contact TMO through either Facebook or Twitter..this starts you with tier 2 support over the call in tier 1 support agents. make sure to send them a message and dont post on their main page..they’ll need personal info and its stuff you dont want others knowing. DM only
- fireguy_6364Modem Master
contact TMO through either Facebook or Twitter..this starts you with tier 2 support over the call in tier 1 support agents. make sure to send them a message and dont post on their main page..they’ll need personal info and its stuff you dont want others knowing. DM only
- sdbarnes22Network Novice
Im weird as I’m not really on social media other than Reddit - Do they have something similar there? If not I can create a Twitter account if it helps solve this!
Thank you for the reply!
- syaoranTransmission Titan
Is the device an iPhone? Was the device purchased from a T-Mobile store or at a third party retailer, such as BestBuy?
- sdbarnes22Network Novice
syaoran wrote:
Is the device an iPhone? Was the device purchased from a T-Mobile store or at a third party retailer, such as BestBuy?
It is, and was purchased online from T-Mobile directly.
- syaoranTransmission Titan
sdbarnes22 wrote:
syaoran wrote:
Is the device an iPhone? Was the device purchased from a T-Mobile store or at a third party retailer, such as BestBuy?
It is, and was purchased online from T-Mobile directly.
T-Mobile sends the request to Apple. It is up to Apple to complete the SIM Unlock. Because it's for an iPhone, the process can sometimes take 3 weeks or longer. Only Android devices can be SIM unlocked within 24 to 48 hours reliably because T-Mobile handles all of the SIM Unlock process.
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