Question

Unlocked s21 Ultra showing as "Unknown Device" and not supporting 5G or Extended Range LTE on My Mobile account



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Userlevel 5
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All seems to be working 

I was just curious why it says that

My wife has note 20 and hers doesn't say that. 

Their database has been updated which is just a basic database and nothing that actually affects the network itself.  Often forgotten, or delayed effort into them because it doesn’t generate any real revenue as a full working network ever will.

All seems to be working 

I was just curious why it says that

My wife has note 20 and hers doesn't say that. 

Userlevel 5
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I bought from t-mobile store 

I guess I'll go to store and ck

 

Regardless what it says then everything works if you bought it from the T-Mobile store as it has their branded software.  Exactly what isn’t working for you?

I bought from t-mobile store 

I guess I'll go to store and ck

 

Userlevel 5
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Why would they not have IMEI in there system.

I bought phone from them?

Well the original poster said he got it unlocked from Samsung.

Bought directly from who?  T-Mobile store or for T-Mobile through Samsung or 3rd party store?
 

If you bought it from T-Mobile store they should have it in store, and everything should work out of the box regardless of what their web software says as they may not have updated it.

If you bought it from third party outside T-Mobile like Samsung store.  Samsung doesn’t send those IMEIs for months at a time so T-Mobile can’t update their database until they get them from Samsung.  Samsung doesn’t send unlocked IMEI’s to any carrier.

Why would they not have IMEI in there system.

I bought phone from them?

Userlevel 5
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T-Mobile doesn’t have the IMEI in their system so they don’t know what the device is.  That’s why it says unknown device.  Even unlocked iPhones not in their system will say the same thing.  Everything will work even if it says unknown device.  Been that way for all carriers when buying unlocked.

I have a s21 plus

Got from t-mobile store

Says same thing 

T-mobile has no idea.

Thank you. I think I just needed to hear that bit about “...just to get people off their back”. 

They owe me four hours of my life back.

Userlevel 7
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So why does customer support keep leading me to believe this is a “glitch” and a “fixable” thing. And that I should expect it to be remedied within 48 to 72 hours?

I wish I knew.  Support and Customer Care sometimes say things just to get people off of the phone without being more annoyed than when they called.  Your device showing as an unknown device does not restrict it in any way.  If the device is capable of using T-Mobile's implementation of it, it will work as long as the appropriate settings are correct. 

So why does customer support keep leading me to believe this is a “glitch” and a “fixable” thing. And that I should expect it to be remedied within 48 to 72 hours?

Userlevel 7
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It won't, unless it is a device purchased from T-Mobile.  The device showing in your account doesn't matter.  Samsung's U1 devices work exceptionally well with T-Mobile. 

this goes for all BYOD correct? not just Samsung phones brought in as a BYOD?

That’s correct!  In some cases, it’s due to the devices IMEI not being in T-Mobile’s system.  Other reasons can be international devices not sold in the US, like my Xiaomi Mi MIX 3, and so on.  

Userlevel 6
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It won't, unless it is a device purchased from T-Mobile.  The device showing in your account doesn't matter.  Samsung's U1 devices work exceptionally well with T-Mobile. 

this goes for all BYOD correct? not just Samsung phones brought in as a BYOD?

Apparently in the situations mentioned, it’s about Samsung phones -- unlocked -- not being compatible with SOMETHING within T-Mobile. Maybe the SIM cards they provide for the unlocked phones aren’t set up correctly. Maybe it even has something to do with an almost passive aggressive way of ‘discouraging’ customers to buy products directly from Samsung.

Whatever it is, it has wrecked the fun and excitement of my new phone.

Interestingly, before I realized what a mess this was going to be, I took advantage of the Samsung watch offer on 2/24. The data lines were added last night, and the phones are being delivered tomorrow, 4/7. I just hope it goes well.

Userlevel 7
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I was told by both Samsung and T-Mobile support that both the unlocked and locked version of this phone are 100% compatible with T-Mobile’s network.  Clearly they are incorrect.  

That is correct!  Samsung's issue right now, is their development for their devices.  

What kind of development “issues” is Samsung having?  Are you saying that the unlocked version is or isn’t 100% compatible?

The unlocked version is 100% compatible.  All of the issues plaguing Samsung devices currently, and it's a lot of them.  Are partially related to COVID, but that is no excuse for a lack of quality control or testing before pushing firmware out to devices. 

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I was told by both Samsung and T-Mobile support that both the unlocked and locked version of this phone are 100% compatible with T-Mobile’s network.  Clearly they are incorrect.  

That is correct!  Samsung's issue right now, is their development for their devices.  

What kind of development “issues” is Samsung having?  Are you saying that the unlocked version is or isn’t 100% compatible?

Userlevel 7
Badge +15

I was told by both Samsung and T-Mobile support that both the unlocked and locked version of this phone are 100% compatible with T-Mobile’s network.  Clearly they are incorrect.  

That is correct!  Samsung's issue right now, is their development for their devices.  

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I was told by both Samsung and T-Mobile support that both the unlocked and locked version of this phone are 100% compatible with T-Mobile’s network.  Clearly they are incorrect.  

Exactly the same issue here with the two S21 Ultras we bought directly from Samsung. I have spent countless hours of the phone with all levels of their tech support. Each time I’ve been told at the end of the VERY long call that 1) they had figured out what the issue was, 2) had submitted the necessary hoodoo to get it fixed, 3) they asked me to be patient and give it 48 to 72 hours for the changes to show in my account, and 4) that they would call be back on a specific date to make sure everything was fixed.

Not one time has anyone called me back. None of the ‘fixes’ ever happened.

I’m beyond furious about this, most of all because I feel like I’ve been fed a ration of crapola on every call. It’s ridiculous and disrespectful.

I am extremely unhappy about this, and after years as a faithful customer who has consistently over the years promoted T-Mobile to friends and family, I no longer feel that way.

Userlevel 7
Badge +15

It won't, unless it is a device purchased from T-Mobile.  The device showing in your account doesn't matter.  Samsung's U1 devices work exceptionally well with T-Mobile. 

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