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It sounds like your phone was never unlocked but was jail broke and when you did
the reset it caused it to sim lock.
To get a unlock to happen you need to meet the unlock requirements. A T-mobile agent will be able to help you with all that should you meet the requirements which I will link below.
To work with the T-force team you can do it through social media like Facebook and Twitter. You can also opt to call and speak with a rep.