I have been happy with T Moblie. I update my phone every year. I am a business customer - I used to have a representative I could talk to directly.
Don't know what happened there.
I work and travel between the US and Australia. I used T mobile's E Sim to have a Dual SIM phone - physical SIM from Telstra. I'm in Australia for a few months over Christmas. The iPhone XS was great - a true international phone with 2 lines... etc.
I THEN MADE THE MISTAKE OF UPGRADING MY PHONE TO AN 11 PRO.
As with the XS - I got the E SIM connected to T Mobile. I then inserted the Physical SIM from Telstra. The phone is locked.
I call T Mobile to get it unlocked. I have to wait 40 days. 40?
I've been with T Mobile for nearly 5 years. I upgrade every year. We pay on direct debit on time, like clockwork. PLEASE UNLOCK MY PHONE.
No can do.
BUT - HOLD ON - I discover that Telstra in Australia now does E sim - (finally).
I disconnected the E SIM from T Mobile - and used a physical SIM from T Mobile - I call the helpful call centre and get that connected. Fantastic. That should fix the Locking ISSUE. Because - with a physical SIM the phone should be happy to be locked to T Mobile... then I can use the ESIM to connect to Australia.
I get an E SIM from Telstra
NOW IT GETS REALLY STUPID.
THE E SIM IS ALSO LOCKED TO T MOBILE.
BOTH ARE LOCKED. WHY IS THE E SIM LOCKED TO THE SAME CARRIER? SERIOUSLY?
I NOW HAVE 2 PHONES. THE XS and THE 11PRO.
THERE IS NOTHING I CAN DO.
THEY (I HAVE CALLED 5 TIMES)
WILL NOT UNLOCK THE NEW PHONE. THE DUAL SIM THING IS USELESS.
IT IS SO STUPID I HAVE NO WORDS.
WHY IS THE E SIM LOCKED AS WELL?
THIS MEANS APPLE AND T MOBILE - I CANNOT EVER UPGRADE BECAUSE I CAN'T have DUAL SIM out of the box. I have to wait 40 days. WHY WHY WHY?