Whatever happend on the T-Mobile side, on 1/21/2024, after almost six month, my device got unlocked. No communication from them. Just out of nowhere I found my device being unlocked. I'm still waiting for an offical response regarding my FCC complaint. Since I can finally use my device as intended, I will no longer post here.
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
Regarding the temporary unlock, T-Mobile support says 12/ 28 /23, T-Mobile unlock server says 12/ 21 /23:Someone is not telling the truth. I suspect it’s the support supervisor.
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
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? Well done guys for not taking the bet 😄 You would have lost it.Obviously, my device is still locked. Another round with support and they claim to have a “request open with Motorola” - please wait another 3 days. I have no idea what Motorola has to do with it. It’s the T-Mobile unlock App that talks to to the T-Mobile unlock server. I don’t see any Motorola in this (besides my device of course).I’m pretty sure it’s yet another T-Mobile lie to wear down the customer (they are very good at that, I must admit - 5 month without any progress and no lawsuit yet, not bad).I was lied to by every support employee without exception. All the “I guarantee you”, “I promise you”, “I can reassure you”, even the “I’m 150% sure” that the friendly folks at T-Mobile use often didn’t unlock my device but successfully waste my time.I’m goin
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
The story continues. I added another $100 in refill and the phone still remains locked. Another round with customer support and they confirmed that I have more than $200 (!) in refill by now. Luckily, I got someone on the phone who offered to open a support case (kudos to Jason). They promised me to finally unlock the device within 7 business days. Fingers crossed.
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):
According to T-Mobile support, there is nothing wrong with the refills. It’s all about the number of days active.
Here we go:
Device purchase:Refill:A few days of call / message log: I really can’t see which requirement I’m not fulfilling. I’m still convinced that their unlocking system is not implemented according to the terms stated on the web page.
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.
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.
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 c
Already have an account? Login
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.