I am hoping someone can help me on this support forum. I bought an iphone 5S paid in full from a local t-mobile store. I need to get it unlocked so I can use it on my international travels. I am leaving end of this week. I've talked to the people in customer service on the phone multiple times already. I talked to them once before actually buying the iphone 5S, and was guaranteed that i can unlock the 5S if i paid in full. Since then I've submitted twice the sim unlock request, and both times the request got rejected.
The first time I made my request, I submitted the request before I activated the phone to any particular line. So the reason for the rejection I got was.
Thank you for taking the time to contact T-Mobile. We have received your SIM Unlock Request. Unfortunately, this subscriber is not eligible to receive the unlock code at this time. In order to be eligible, the subscriber must have used the device within the last 7 days of the request being filed. Please submit a new request once this requirement is met.
Then I called in again, and added a new line to my active account, and activated the iphone 5S on that new line I added. And resubmitted the request. But this is the rejection I got for the 2nd try.
Thank you for taking the time to contact T-Mobile. We have received your SIM Unlock Request. Unfortunately, this subscriber is not eligible to receive the unlock code at this time. In order to be eligible, the device must complete 40 days of active service. Please submit a new request 40 days after this device has been activated.
So I am very confused and frustrated, since it seems like it is impossible to speak directly with the unlock department on the phone. Is it really true that I cannot unlock the iphone 5S until after 40 days? I called customer service they say it doesn't need 40 days, and just need seven days. And that I should resubmit the request on friday. Right now, I don't really believe in customer service anymore. They dont seem to know what they are talking about.
Just look for a unlock code.on ebay!! $10 dollars ans make it easy for you.
Hi there ,
I bought iphone 5s paid in full ( about 860$ for 32gig) , I have some questions 1.Tell me if the T-mobile locked phone doesn't work with other carriers in US or not ?2. Is ebay!! unlock code the last solution ?3. Do you have any suggestion to solve this problem ?
I live in Iran and T-mobile or other carriers are unreachable here . My phone is in us now and my aunt will bring it to me november 20th . If there is no solution , that's better to give it back .
The unlock services on eBay are for att, not for T-Mobile
Thanks for reaching out to us. T-Mobile has some specific requirements for devices purchased direct through us. You can review those requirements here: http://goo.gl/Q3R0a Are you currently using the phone with T-Mobile? What has you requesting the unlock code at this time?
I added a line to my account, and the iPhone 5s has that SIM card. But I don't use it much. I would mainly use the iPhone while ovetsea
I added a line because the customer service agent said that as long as my main account is active for 40 days, and the new number has been used within 7days of the unlock request for the iPhone5s everything would be fine. Bit this doesn't seem to be the case.
If you have met all of these requirements, there is no reason I can see that you wouldn't receive an unlock code for the device. T-Force would like to look into this with you. I have sent you a private message. Please follow the instructions, and we will be happy to help.
So I think my problem is that I need to get a clarification on the 40 days requirement. I get conflicting answers from customer rep, and the email I got from unlock department. Every customer rep says the 40days applies to the account and not the device. That's not what I read but they seem confident about this. Can you clarify on the40 days requirement?
I think you are right that we are not providing you with complete information on the 40 days, and I will pass this feedback to the appropriate teams. Please look at this document: http://goo.gl/Q3R0a. Officially from the document:
Your device has been active on the T-Mobile network for 40 days
Your device has been active on the T-Mobile network for 40 days
Is there a particular reason you are looking at the SIM unlock at this time?
"Your device has been active on the T-Mobile network for 40 days"
right, so i guess the people i talk to on the phone has been lying to me or just cant read english. So that basically means, I cannot unlock the device right? I bought this iphone 5S mainly so i can use it overseas on my internaitonal travel. Of which the next one is coming up end of this week.
Can you define "active"? Does it mean I must make a call everyday for 40 days straight in order to get the phone unlocked?
The device must have been active on the account for 40 days, but the most recent use must have been in the past 7 days before the SIM unlock code is provided. I know it's important to know what you are getting, which is the reason we make this information public, so that our customers are able to make decisions based on their needs. The device can be returned. If purchased at a store, there is likely a restocking fee. You would want to check the paperwork that came with the device, or contact the store where purchased it for more information.
Since I will be on international travel for a couple of months, would the 40 days begin only after I come back? Or is it considered "active" as long as the number associated with the iphone 5S is fully paid for and current.
Also would an international roaming call using the t-mobile US phone number be counted as "use"?
I too talked to customer service, and they assured me that the account must have been active for 40 days (and not necessarily the particular device). I bought the iPhone 5s 2 weeks ago, and I have international travel in 3 days. Is there anything I can do, short of returning the phone? Do you have an exception process? I've paid full price at the T-Mobile store.
Thanks for the clarification, yavora. On a postpaid account, T-Force may be able to ask for an exception if you are traveling internationally. I am going to send you a DM with instructions how to contact T-Force, and we'll look forward to hearing from you.
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