Iphone unlock Device .......imposible with t- mobile

hlenin2005

    Good morning I have paid off my IPhone 7 and I have put 2 Unlock requested ,....and what you you get ......always the same Costumer service ....

     

    on my first attempt I get this :

     

    On Oct 31,
    2017, at 10:52 AM, ARSystem Notify <donotreply@t-mobile.com>
    wrote:

    T-Mobile
    Sim Unlock Request

    Sim Unlock Reference:  xxxxxxxxxx

    IMEI:  xxxxxxxxxxx

    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 IMEI must have usage by the
    mobile number requesting the unlock code and the account must have a minimum of
    two monthly service payments since first use of requested device.




    Thank You,

    Customer Service

    T-Mobile USA, Inc.

     

    PLEASEEEEEEEEEEEEEEE guys  I have been with this phone for one year and its is PAIDDDDDD OFFFFF

     

    on my second attempt look what I got

     

     

    From: ARSystem Notify

     

    Sent: Thursday, November 2, 2017 3:24 AM

     

    To: xxxxxxxx

     

    Subject: T-Mobile Sim Unlock Notification 5044912221

     

    T-Mobile
    Sim Unlock Request

    Sim Unlock Reference:  xxxxxxxxxxxx

    IMEI:  xxxxxxxxxxxxxxx



    Unlock Code:  Non T-Mobile Device

    Thank
    you for taking the time to contact T-Mobile. We have received your SIM Unlock
    Request. Unfortunately, we are unable to process your request at this time
    because we are only able to provide unlock codes for T-Mobile USA handsets.
    Please refer your unlock request for this equipment directly to the carrier
    that the handset was purchased from.



    OMGGGGGGG are you guys serious .......this a T-Mobile phone , two different arguments ....this is the customer service we want...

     

     

    I'm calling for the last try right now keep you posted

     

    Edit: TMO_Chris -Removed personal info.

      All replies

      • drnewcomb2

        Are you sure you got all 15 digits of the IMEI right? Did you buy the phone from T-Mobile?

        1 of 1 people found this helpful
          • hlenin2005

            yes ,  my original iPhone that T-Mobile gave me the purchase day was exchange a couple of weeks back by Apple because of a failure , so now they saying that its Apple have to unlock it , can u imagine that , I paid off my phone to T-Mobile not to apple they should be the ones who has work this thing out .

              • gramps28

                Unfortunately Apple controls all aspects of unlocking their phones.

                 

                Did you do the exchange through Tmobile or Apple?

                 

                If you did it through Apple the imei# is not in T-Mobile's data base to request the code

                2 of 2 people found this helpful
                • tmo_marissa

                  Hey, hlenin2005! I'm sorry this unlock process has had so many hiccups. gramps28 is correct, when equipment is exchanged through Apple directly, the replacement device (or even sometimes replacement motherboard if they do a repair) doesn't have the same IMEI as the original (so it may not show enough usage on the network to satisfy the requirement depending on when the exchange is completed), and it doesn't usually carry an IMEI that's in our internal database. As you've unfortunately found out, it can get a little complicated.


                  That said, there is an offline team that Care or T-Force can forward the request to as an unlock escalation. You may need to provide documentation of the exchange, but that's not always an issue. This offline team can work with Apple on your behalf, although I do want to be up front that this process can take up to 14 business days, rather than the standard 48 hours. If this hasn't already been escalated, please reach out when you have a moment and give us the chance to pass this up to our SIM Unlock escalation team!

                   

                  - Marissa

              • tmo_chris

                Hey there! Just checking in to see how things are going. Were you able to speak with our T-Force team yet?

                • romender

                  Same case with me. I requested three times and all times the customer care promises that they will add note on my account which will be read by specifying that it will be unlocked. If this is known issue then why don't you train the support members about the issue.

                   

                  In my case I called up 3 times and every time, I need to mention that my mobile was active more than 2 years . I escalated to Unlock team and waited for more than 48 hours. When I call up customer care for the status, they are unable to provide the status of my request. I am totally flustered with this process of unlock.

                    • tmo_chris

                      Hey romender - I sincerely apologize that the unlock is taking longer than expected. If your device and account are eligible for the unlock, we will be sure to email you once the unlock has been processed.

                       

                      ksliu07733 - gramps28 is correct. The iPhone cannot be temporarily unlocked but we do have some exceptions for international travelers. If you have a Facebook or Twitter account, please use the links in my signature to reach out to our T-Force team. They will be able to pull up your account and investigate your unlock requested to see what specifically happened.

                    • ksliu07733

                      We are really disappointed on the extremely poor T-Mobile customer service.

                       

                      When we signed up for the account, we mentioned that we would need one phone to temporarily unlock as we need to travel oversea, we were told by your sales person that we can call 611 to get the phone temporarily unlocked.

                       

                      So we did on Feb 27, and was disappointed to get the response of the Unlock request 13589591 was rejected.

                       

                      We called the number suggested in the rejection email on Feb. 28, 2018, explained situation to the customer service rep, who then forwarded our call to your Royality Program rep - Chris.  Chris advised that we could prepay the difference on the phone, and created another unlock request 13596868.

                       

                      So you can imagine how furious we are on receiving this new Unlock request rejection.  Under your BOGO conditions apparently we are not allowed to pay off in total w/o losing the $700 credit.

                       

                      Is there anyone in T-Mobile that we can talk to to get us out of this bind ?