Forum Discussion
Unlocking a phone when no longer a T-Mobile customer
I was previously a T-Mobile customer and purchased an iPhone directly from Apple in 2020 at full price. The device was sold to me as unlocked. However, for reasons unclear to me, T-Mobile locked the phone - even though it was never financed or purchased through T-Mobile. After leaving T-Mobile, I moved to Mint Mobile, which operates on T-Mobile’s network, so the issue went unnoticed until now. While traveling, I attempted to use an eSIM and discovered the phone is SIM-locked. I have contacted T-Mobile customer support, but they insist the phone was not locked by them and refuse to take any action since I am no longer a customer. Apple and Mint have both confirmed that T-Mobile is the locking carrier. Despite calling repeatedly and being placed on hold numerous times, I have been unable to resolve the issue. I deliberately purchased the phone at full price from Apple to avoid this exact problem. I am extremely frustrated that T-Mobile has locked a phone it never sold and is now refusing to help unlock it. If this matter cannot be addressed promptly, I will be filing a formal complaint with the FCC.
The device was purchased five years ago, so it is no longer eligible for replacement by Apple. It was paid in full at the time of purchase, with no carrier line attached. I contacted Apple, and they confirmed that the device is locked by T-Mobile and advised me to reach out to T-Mobile directly. I also contacted Mint, and they confirmed the same.
From my research online, it appears that other T-Mobile customers have faced similar issues. Could you please clarify: are you representing T-Mobile's position that carriers cannot lock a phone if it was originally sold as SIM-unlocked?
You were sold the wrong device by Apple. Apple should make it right if Apple's employee made the mistake by selling you the wrong device! Apple sells SIM unlocked devices and Apple sells devices that SIM lock to the first carrier's SIM you put in it. Carriers don't have the ability to apply a SIM lock a device.
I do not represent T-Mobile and I do not work for T-Mobile. I am a tech enthusiast that understands a bit more than the average oerson and that helps in my line of work. I get no benefit for posting here or on other forums. I do so to try and help others.
This is a link to T-Mobile's SIM Unlock Policy.
SIM Unlock Policy | Unlock Your Mobile Wireless Device | T-Mobile https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy
That is their policy that applies to every device SIM locked to their network. When a T-Mobile customer's account and device meet all of the SIM Unlock Policy requirements and makes the SIM unlock request. T-Mobile forwards that SIM unlock request to Apple for Apple to complete.
All devices sold by T-Mobile are SIM locked to T-Mobile. Even if you pay in full for the devuce at the time of purchase Apple's Flex Policy has devices lock to the first SIM card put in the device. If you wanted to purchase a SIM unlocked iPhone. At an Apple Store would have been the best place to do so.
SIM Unlock Policy | Unlock Your Mobile Wireless Device | T-Mobile T-Mobile's SIM Unlock Policy is very straight forward.
I did purchase my iPhone directly from Apple at full price, which is why I am so frustrated to discover that T-Mobile locked the phone.
Then Aplpe gave you the wrong device and sold you one that locks to the first carrier SIM you put in it. Carriers including T-Mobile can't SIM lock a device that is sold SIM unlocked. You can thank Apple for your issue. Have them replace your device with the appropriate device, if your receipt states you purchased a SIM unlocked device.
