Hello,I’m running out of options to unlock my iPhone that I paid in full through Best Buy. I have contacted Tmobile 4 times and its still locked. They said it’s fully unlocked but its still showing Sim locked. I don’t know what else to do because every time its the same process that they will submit the request and wait for approval and then nothing happens.

did you meet all the requirements needed in order for them to request the unlock from Apple? Apple iPhone If you have a locked iPhone that's eligible, Contact us so we can submit the unlock. Once it shows unlocked in your T-Mobile account, either insert your new SIM card or activate your eSIM. Unlock eligibility requirementsWe unlock mobile devices that meet the following eligibility criteria free of charge.Device eligibility is determined as follows:The device must be sold by T-Mobile. The device must not be reported as lost, stolen or blocked. The account associated with the device must be in good standing. The device must also satisfy all the Postpaid or Prepaid unlocking requirements outlined below.Unlock eligibility for mobile devices on Postpaid plansThe device must have been active on the T‑Mobile network for at least 40 days on the requesting line. If the device was financed or leased through T‑Mobile then all payments must be satisfied and the device must be paid in full. If the device is associated with a canceled account, then the account balance must be zero. T‑Mobile may request proof of purchase or additional information in its discretion and certain other exceptions may apply.Unlock eligibility for mobile devices on Prepaid plansAt least 365 days must have passed since the device was activated on the T Mobile network. 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. No more than 2 mobile device unlocks have been complete per line of service in the last 12 months. T‑Mobile may request proof of purchase or additional information in its discretion and certain other exceptions may apply.

Unable to unlock Iphone 13 purchased from BB, contacted TMobile 4 Times!

30 Replies

fireguy_6364
Modem Master
2 years ago
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was it purchased from TMO? if not then the phones correct info is not in their system. contact them again preferably through Facebook or Twiter and have them double check to make sure all the phones info is correct..if it is not have them correct it to the right info..this is also something that binds up unlocking them.
Maga
Newbie Caller
2 years ago
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@fireguy_6364
Criteria is met on my end; Phone (iPhone 13 Pro Max) fully paid, etc. T-Mobile has me going in circles. Ive reset my phone, pulled the SIM card out(did not work). I’ve talked to supervisor at T-mobile and they expressed that they will solve the problem and expect a call back from them within 24-48hrs. Didn’t get a phone call back as promised. Also, they alway say that they’ll escalate the request. Today 26SEP23, I have reached T-Mobile through Messenger. Here is what they said…
“You're welcome! Thank you again for your time and patience! It is genuinely appreciated! I've sent that email to escalate the request to unlock your device IMEI. I will follow up with you on 10/1/23! Thank you for being the best part of T-Mobile! Talk to you then! ^Lucia Andrade.”
fireguy_6364
Modem Master
2 years ago
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Maga wrote:

This is ridiculous. I have been trying to unlock my iPhone for the 5th time. I’ve made several calls to T-Mobile to resolve this issue. My last call I have requested a ticket number for my request of getting my device unlocked. I had purchased my iPhone originally through Apple.
I am literally ready to dump T-Mobile.

so what is it that theyre saying is holding it up? its met all the criteria needed in order to unlock it? purchased elsewhere means zip..you still must meet the criteria. pre paid or post paid?
Maga
Newbie Caller
2 years ago
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This is ridiculous. I have been trying to unlock my iPhone for the 5th time. I’ve made several calls to T-Mobile to resolve this issue. My last call I have requested a ticket number for my request of getting my device unlocked. I had purchased my iPhone originally through Apple.
I am literally ready to dump T-Mobile.
Imad1chahboun
Roaming Rookie
2 years ago
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T-mobile reluctant to unlock my phones, I submitted several requests and talked to several employees including two supervisors
gramps28
Router Royalty
2 years ago
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nyc_1 wrote:

Tor the records, apple says unlocking the phone falls squarely on T-mobile. Apple doesn’t unlock phones. This is from my conversations with t-mobile and applecare conf calls.

Tmobile still has to pull the unlock from Apple. Apple controls everything on their platform.
nyc_1
Transmission Trainee
2 years ago
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Tor the records, apple says unlocking the phone falls squarely on T-mobile. Apple doesn’t unlock phones. This is from my conversations with t-mobile and applecare conf calls.
tidbits
Spectrum Specialist
2 years ago
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moonbot wrote:

Tl:Dr: Give t-mobile 2 business days, check on the status of it and if there is no update file an FCC complaint here:https://consumercomplaints.fcc.gov/hc/en-us/articles/360001201223

meanwhile, be kind to the customer service reps. They are not t-mobile or samsung or google etc and they don’t control company policy. The situation we’re all in isn’t their fault. They know we’re frustrated because they hear about it all day every day. I was in remote customer service for years and I would bend over backwards for nice reasonable people and make sure to follow up on their issues as soon as I could. Not so much for frustrated angry people.

The long version:

CTIA policy is that T-Mobile has 2 business days to either unlock the device, request that the OEM unlock the device, explain why the device is ineligible to unlock or explain why the OEM needs more time to process the unlock request.

This is under section 12 here: https://www.t-mobile.com/responsibility/consumer-info/policies/consumer-code

and on the FCC FAQ here: https://www.fcc.gov/general/cell-phone-unlocking

I have had issues with carriers in the past and when you keep getting the issue kicked down the road “we’ll tell you in X business days” contacting the FCC is by far the fastest way to get a resolution. Sometimes you get in a situation where a rep can’t do anything directly, and don’t have a break in call volume a week later to follow up on the response from the OEM. Going through the FCC just ensures that it gets in front of someone that can make sure t-mobile and the OEM coordinate and do what needs to be done.

I’m going through this now. Apple replaced my phone so in my account under unlock status it just says “unknown” and I’ve been paying the phone off for 30 months while living in an area with no t-mobile service.

I contacted T-mobile about it and they said it would 5-7 business days for them to get a response from Apple regarding the unlock. There’s clearly a disconnect between what T-mobile agreed to with CTIA and what it’s actually able to do. They said on the chat they were making the request at that moment and didn’t say it was ineligible so 2 days seems pretty reasonable for the remaining possibilities: either Apple unlocks it or Apple says it needs more time. I’ll check with T-Mobile in 2 business days and if neither of those responses are on the ticket I know it’s an issue that I need the FCC to help with.

Good Luck… FCC will not blame T-Mobile for the problem. This has been beaten with a dead horse since Apple made the Reseller Flex Policy or Replacement devices policies. It’s up to Apple to send the IMEI they sell using 3rd party sellers or device replacements. Carriers due to security and legal reasons will not put an IMEI in their system for unlock unless it comes from official channels. Since you bought it from BestBuy T-Mobile doesn’t have the IMEI in their system. You need to have your receipt contact T-Mobile Help on twitter or Facebook and they can through to the proper channels to validate the device isn’t stolen and in fact locked to T-Mobile via Reseller Flex and they’ll input the IMEI into the system then request unlock to where Apple will unlock the device.
moonbot
Network Novice
2 years ago
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Tl:Dr: Give t-mobile 2 business days, check on the status of it and if there is no update file an FCC complaint here:https://consumercomplaints.fcc.gov/hc/en-us/articles/360001201223
meanwhile, be kind to the customer service reps. They are not t-mobile or samsung or google etc and they don’t control company policy. The situation we’re all in isn’t their fault. They know we’re frustrated because they hear about it all day every day. I was in remote customer service for years and I would bend over backwards for nice reasonable people and make sure to follow up on their issues as soon as I could. Not so much for frustrated angry people.
The long version:
CTIA policy is that T-Mobile has 2 business days to either unlock the device, request that the OEM unlock the device, explain why the device is ineligible to unlock or explain why the OEM needs more time to process the unlock request.
This is under section 12 here: https://www.t-mobile.com/responsibility/consumer-info/policies/consumer-code
and on the FCC FAQ here: https://www.fcc.gov/general/cell-phone-unlocking
I have had issues with carriers in the past and when you keep getting the issue kicked down the road “we’ll tell you in X business days” contacting the FCC is by far the fastest way to get a resolution. Sometimes you get in a situation where a rep can’t do anything directly, and don’t have a break in call volume a week later to follow up on the response from the OEM. Going through the FCC just ensures that it gets in front of someone that can make sure t-mobile and the OEM coordinate and do what needs to be done.

I’m going through this now. Apple replaced my phone so in my account under unlock status it just says “unknown” and I’ve been paying the phone off for 30 months while living in an area with no t-mobile service.
I contacted T-mobile about it and they said it would 5-7 business days for them to get a response from Apple regarding the unlock. There’s clearly a disconnect between what T-mobile agreed to with CTIA and what it’s actually able to do. They said on the chat they were making the request at that moment and didn’t say it was ineligible so 2 days seems pretty reasonable for the remaining possibilities: either Apple unlocks it or Apple says it needs more time. I’ll check with T-Mobile in 2 business days and if neither of those responses are on the ticket I know it’s an issue that I need the FCC to help with.
fireguy_6364
Modem Master
2 years ago
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Art C. wrote:

fireguy_6364 wrote:

Art C. wrote:

I agree. You should get an android phone.

you are the one that told him to consider an Android phone.

Yes, I did tell him to consider an Android phone. T-Mobile is pretty awesome but the people on these forums seem to be a bit thick.

oh im in full agreement with this one...