The T-Mobile unlock lie

Thanks for your reply. I’m aware of the settings page to unlock the device. The issue is that T-Mobile did not implement the eligibility requirements the way they are stated on the web page. That’s why I call it a “lie”. For whatever technical reason, the 14 day period (since the purchase, as stated on the page) is implemented as the device being active on the network for 14 days. In most cases that’s the same, since most users will use their phone after the purchase on the T-Mobile network. However, in my case, I left the US within the 14 days. While I fulfill the requirements regarding the purchase (as stated on the web page), it seems that T-Mobile can’t unlock my device because it was not active for 14 days (only 12 days I’ve been told by customer service). I would appreciate if they can come up with a creative solution (e.g. add more temporary unlocks) until I’m back in the US (and on their network, I keep paying my bills). or simply unlock my device. The page suggests that they can make exceptions (as under “Military and other exceptions”).

As mentioned in my post, the requirements stated are not the ones implemented in the (unlocking) system:

• If the device was activated less than 365 days ago, then the   Prepaid account associated with the device must have had more than $100 in refills during that period for each line active on the account.  In   addition, more than 14 days must have passed since the device was purchased.

The bold part is wrong. According to customer support, the system requires the device to be active for more than 14 days. Hence they should either fix their system (take into account the purchase date instead of number of days active) or change their web page (probably easier for them to do). The requirements as stated on the web page are simply not true. 

BTW, temporary unlock works from abroad. It’s really an issue with their system counting the wrong days.

The device was activated on 7/17/2023. The device was active (I made and received calls with T-Mobile, sent and received text messages) for 12 days (confirmed by customer support). So the first condition (If the device was activated less than 365 days ago) is fulfilled.

From the screenshots you shared and the information from the terms, it does seem like the device is eligible for unlocking. You mentioned that you are familiar with the unlocking screen in the settings. Can you share a screenshot of the unlocking screen when you attempt to unlock the device in settings? That is going to give us a giant clue to what link in the chain is missing. 

Thanks!

According to T-Mobile support, there is nothing wrong with the refills. It’s all about the number of days active.

Here are the refills of $100 on 7/19/23 and $20 on 7/24 /23 enlarged. Purchase and activation of device was on 7/17/23 (see one of the above screenshots):

7 business days have passed and my device is still - locked.

Another round with support. This time they said that it didn’t work because the phone I try to unlock is not associated with my phone number. This is true because I had to buy (!) a new phone (unlocked this time, I learn) for this very (unlocking nightmare) reason. I need to use a second SIM card together with my T-Mobile eSIM while abroad. T-Mobile switched my phone number back and said I had to wait another 14 days. Now I have to carry around two devices. My understanding of  “dual SIM” is something else.

I’m almost certain that 14 days from now, they will tell me that the phone was not active (because I’m abroad) and that’s why they can’t unlock it. Anyone up for a bet?
The bottom line is that their eligibility criteria for prepaid accounts is just a plain lie. I fulfill all the criteria (not disputed by any of the T-Mobile people I spoke to). But each time they come up with another (technical) excuse for why it can’t be done and ask me to wait for another X days. It’s going on like this for almost five months now. This is all very frustrating and a big waste of time and money. 

Called support again, this time the supervisor said that the device can not be unlocked because it’s temporarily unlocked. Which is not true (see screenshot, it’s locked. See the previous screenshot how it looks when temporarily unlocked). He said that the temporary unlock will expire on 12/28/23 (whoever invented that date, no evidence provided). Together with some more false information (device requires a master-reset to accept a new SIM card - who comes up with that kind of crap?) I got another “personal guarantee” from the supervisor that the device will be unlocked on the 12/28/23. When asked again, he said that an “unlock request” can be submitted on the 28th. Which may take another 72hrs to complete. I’m pretty sure it will not succeed because all they do at T-Mobile support (at least in my case) is picking a random reason (network, active days, SIM, refill, Motorola, temporary unlock) and tell the customer to wait for X days (X between 3 and 14). As soon as I ask for something tangible (email, phone number, replacement phone, reimbursement) they say it can not be done. That’s how far these “personal guarantees” go.

“At T-Mobile, we radically reinvented customer service. We provide a total experience that includes best-in-class, personalized support from T-Mobile experts when needed. These experts are available to provide you with a next-level experience, including tailored service and support, as you begin your relationship with T-Mobile.” (https://www.t-mobile.com/customers/customer-care)

Sounds like sarcasm to me.

I traded in a OnePlus 8t for a Google pixel 7 pro and got 600 dollars off the pixel in January 2023 so I used the pixel for about a week and hated the phone and returned to one of my other phones . So after the phone was completely paid for I tried to get it unlocked because I'm selling it and they told me I have to have it active on their Network for 40 days which is absurd, what if the phone was broken and that's why I didn't use it the bottom line is the phone wasn't in my liking in a year later I'm trying to sell it so now they're going to send me an email that is supposed to come within 72 hours to get it unlocked

The drama continues. I finally got a response from T-Mobile due to my FCC complaint on 1/4/2024. Of course, they first asked me to add another $100 in refill (despite my $220 I already paid). A few hours later I received this from T-Mobile:

I want to apologize as I am not having the same issue with any other customers today. I wanted to update you on the progress and solution that I currently have to offer.

The IMEI that you have provided is not able to be unlocked, even with an override. Regardless we would like to offer you the device that you currently possess with an unlocked version. The issue that I see is that you are out of the country. If you have a stateside address that I am able to ship the device to, we will be able to ship the device today. We would request that the current device you have is sent to our office in good condition.

We are able to offer a refund of the device as well if the device is shipped back to our office however we would ask that the device is returned to us before. Please let me know how you would like to proceed.

So T-Mobile confirms that there is something wrong with their unlocking system.  The replacement/refund sounds good, right? Not for me after all the troubles I had with T-Mobile. So I replied on 1/5/24:

Unfortunately, your two proposals do not solve my problem. I can of course give an address in the US, but I need the device here and it is of no use to me 6000 miles away. I will gladly contribute to the shipping costs if that is the problem and return the locked device as soon as possible.

After 22 weeks of waiting and trying, $220 in refill, countless promises and assurances by T-Mobile to no avail, hours spent with support, it takes a little more than a few lines in an email to restore my trust in T-Mobile.

I therefore suggest that T-Mobile refund 50% of the price ($550) now and I return the device at my expense (please provide the address) as soon as I received the partial payment. Once T-Mobile has received the device, I will be refunded the remaining amount. 

I asked twice for a shipping address by e-mail. More than a week passed and no reply from T-Mobile ever since. What a “a total experience that includes best-in-class, personalized support from T-Mobile experts when needed” (https://www.t-mobile.com/customers/customer-care).

If someone at T-Mobile reads this and finally intends to deliver on their promise: you will find my e-mail address in my account. Feel free to get in touch with me. Thanks.

The be all end all answer to this, as I have learned with just about every carrier out there and every possible combination of hassle-ness from these carriers- just buy your phones unlocked from the outset. Don't even bother with the carrier stores, most phones you can find online elsewhere (and usually for a far better price). 

Insert carrier sims and go. This goes extra in the case of using dual sim with two different carriers.