Here is my story as of 8/15/23:
I’m a T-Mobile prepaid customer for several years and was happy with the company so far.
I lost my phone on 7/15/23 (ouch) and bought a new Motorola razr+ from T-Mobile on 7/16/23 for $999. Since I knew that I will be abroad for several months, it was important to me that I can also use the phone with a non T-Mobile operator. Thus at the shop the salesperson and me carefully read T-Mobile’s “Unlock your mobile device” page (https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy).
- 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.
I refilled my account with two payments ($100 and $20), left the US on 28/7/23 and expected to unlock my device 14 days after purchase.
Which didn’t work.
After hours with T-Mobile customer care, my understanding is that the “We're committed to providing you with clear information about unlocking your mobile device.” (cited from the aforementioned web page) is not clear enough for the team who implemented the unlocking system. As far as I can tell, unlocking is based on days active on the network and has nothing to do with the date of purchase of the device whatsoever.
Hence the last sentence should read as “In addition, the device must be active for more than 14 days on the T-Mobile network” instead of “In addition, more than 14 days must have passed since the device was purchased.”
“Purchased” vs. “activated” - why does it matter you may ask? Well, it does in my case. I’m abroad (not on the T-Mobile network) and won’t return to the US for several months. I can’t unlock my $999 phone and most likely must buy a second phone to use here. Needless to say that I wouldn’t have bought the phone in the first place if T-Mobile would have been honest about their unlocking policy.
Thank you, T-Mobile for lying to me and all the time, material and money wasted.