I am having some issues with unlocked phones.
I have several of devices and none of the work properly on T-Mobile. When I call support they basically blow me off because I am not using a T-Mobile branded handset. They also assume that when you say "unlocked" phone that you have taken another carriers phone and had it SIM unlocked and are taking the phone from another carrier to T-Mobile.
What support also does not seem to get is that there is a wide variety of factory unlocked phones that are designed for the North American GSM frequencies and some of these phones actually have features such as Band 12, VOLTE and WiFi calling.
2 phones I am having trouble with specifically are the BLU R1 HD and the Alcatel Pixi4 (5).
The BLU does not support Band 12/Volte. The Alcatel does support Band 12.Volte.
The Alcatel seems to work fine when it is on a 4G LTE single and the VOLTE indicator is lit.
When these phones are showing that they are on a 4G signal, when you call the phone,the phone sometimes will not ring. This is not consistent. About half the time the phone will ring, but the other half the time the phone does nothing and the call rolls to voicemail.
When the phone is called you can watch the signal icon change from 4G to 3G and the phone MIGHT begin to ring. Sometimes the 4G indicator fails to change at all. I have this issue at home, in the car and at work. I do not think this is a signal quality issue.
Both phones have no problem making outbound calls.
I setup a new line of service on a new SIM and I have the same issue with the new number/account. I also borrowed a T-Mobile SIM from a buddy, and it had the same issue.
I went to ATT and setup a new prepaid account with them and these phones work perfectly. I would move my business to ATT but their data speeds are far too slow.
What can be done to rectify this issue? I think there is a problem with the 4G/3G handoff in my area, but I can't get T-Mobile to take this issue seriously.