Unlock App Does Not Work

magenta4487490

    I am eligible for a permanent device unlock on my Samsung J3. But your Unlock App just keeps saying "Unlock Failed"

     

    According to your website if the unlock app doesn't work, all I need to do is call Customer Service for an unlock code. But when I call they confirm I am supposed to be eligible and then just play dumb saying the app "should" work and that there are no such things as unlock codes anymore.

     

    I have been banging my fists against the walls of your so called customer service team Since March 17. Each time I call they tell me they will definitely get someone to look at this from various fake 'back office teams' and I just need to wait 72 hours for a response. After 72 hours when I call back they say the previous rep sent a form to the wrong fake 'back office team' and they are going to send the right form to the right fake 'back office team' and I have to wait another 72 hours. Then the nonsense repeats as they make up yet another fake 'back office team' to send my issue to for 72 more hours. None of these fake 'back office teams' have ever replied to any of these fake tickets even though its now been 410 hours since the first 72 hour team was supposed to fix this.

     

    I've talked to over 15 reps and 4 supposed managers. They keep saying its escalated to this team or that team but no one is actually doing anything.

     

    I've been told I was getting an actual manager call back twice now and those fake managers have also not contacted me.

     

    Your app is broken garbage and deserves its 2/5 rating on google play.

     

    Your customer service deserves 0/5 stars. You apparently don't employ one person interested in taking ownership of a clients issue.

     

    I just want my unlock code.

      All replies

      • dragon1562

        Re: Unlock App Does Not Work

        Hey sorry that you have had this experience. I have also had issues in the past. When the unlock process fails on the app does it give a error message or anything specific besides saying that it failed? Have you tried processing the unlock from your account. There are people that can help you because in a previous thread I had to get my phones IMEI whitelisted because it was not in the system. It was a S8 if you were curious. Also I am sure you checked already but just in case I want to make sure you meet all the requirements for the sake of being thorough. You will probably still need to contact T-mobile on this one though and if over the phone is not going well I would try the T-force team on social media. Here is the contact info page as well. Contact Us

         

        Unlock your mobile wireless device

        Unlock requirements

        We provide mobile device unlock codes free within two business days (or provide further information about timing) for eligible devices.

         

        Device eligibility is determined as follows:

        • The device must be a T-Mobile device.
        • The device must not be reported to T-Mobile as lost, stolen, or blocked.
        • The account associated with the device must not be canceled, and be in good standing.
        • You have requested no more than two mobile device unlock codes per line of service in the last 12 months.
        • The device must satisfy all the Postpaid or Pay in Advance (Prepaid) Unlocking terms outlined below.
        • T-Mobile may request proof of purchase or additional information in its discretion and certain other exceptions may apply.

         

        Unlock eligibility for monthly phones, tablets, and mobile Internet devices

        • The device must have been active on the T-Mobile network for at least 40 days on the requesting line.
        • If the device is financed using T-Mobile’s Equipment Installment Plan (EIP) ,or if it's leased through JUMP! On Demand™, all payments must be satisfied and the device must be paid in full unless otherwise specified.
        • If the device is on an account that is under a service contract term, at least 18 consecutive monthly payments must have been made or the account must have migrated to Simple Choice no contract rate plan.
        • If the device is associated with a canceled account, the account balance must be zero, including all pending charges.
          • magenta4487490

            Re: Unlock App Does Not Work

            Yes I meet all of the requirements to be eligible for an upgrade.

             

            Customer service is at least admitting that I am eligible, before they tell tell me they still wont help unlock my phone.

             

            They already claimed to have "white-listed" my phone lat week. But it had no impact. I bought the phone directly from a t-mobile store and it is registered on my account, so a subsequent rep told me that it was wrong to submit it for a white-list because it was already a t-mobile phone in the system.

             

            Just another one of those reps punting my call with no intention to assist.

             

            The app just keeps saying "UNLOCK FAILED" Failure in Processing the Request. That is the exact error every time.

             

            The app is BROKEN!

             

            I just need my unlock code.

             

            I am currently outside of the US and have been stuck jumping from wi-fi hot-spot to hot-spot because I cant use the SIM Card from the carrier here that I bought local service from. For over 2 weeks now.

              • nrajakumar

                Re: Unlock App Does Not Work

                Hi magenta4487490magenta4487490

                One of the Tech Support supervisors was able to followup on my requests and was able to help me out get the device unlocked yesterday. I took a backup of the device followed by a  factory reset of the device, turned on the Air Plane mode, re enabled just the WIFI and tried using the app  when it finally worked and unlocked the device. Give it a try if they  confirmed that the device is whitelisted.

                 

                 

                Thanks and Regards

                Raja

              • nrajakumar

                Re: Unlock App Does Not Work

                Hi @dragon1562. I am surprised that the T-Force is only going to respond for requests over social media.  Does a customer who wishes to get his device unlocked or having trouble getting something accomplished required to create social media accounts to get help from T-Mobile?  Why can't regular support handle / help with such requests ?

                  • dragon1562

                    Re: Unlock App Does Not Work

                    Regular support can help you, it has just been in my experience that the social media team has less confusion. Plus there is a written log for the entirely of the conversation that can be refereed to by late reps which is why I normally prefer it.

                • nrajakumar

                  Re: Unlock App Does Not Work

                  I have had this same problem since the past 4 weeks. I bought the device from Samsung directly and it is a T-Mobile device with the boot logo, firmware, apps and everything on it. I am being told that it is not a T-Mobile device as I did not buy it from a T-Mobile store but it is locked to the network. I tried the Unlock device app at least a 100 times. I had sent out an email to the CEO as well. For the first mail  a lady from the Executive Escalation department had responded saying we will take a look at it and it will take 72 hours and nothing after that. No response to email requests or phone calls. They keep transferring me to Samsung saying its Samsung's problem where as it is clearly not. It is a problem with someone not looking at how the whitelisting is not working for the device IMEI and what could be done to help a customer instead of saying we are escalating and it will take 72 hours. For the second email to the CEO, there was nothing as if it just went into a black hole. There were a few reps who even acknowledged that it is a problem from the T-Mobile end and say we are escalating and back into the 72 hour loop again.

                   

                  I too just need my device unlocked and its been almost a month now 

                  • sslman71

                    Re: Unlock App Does Not Work

                    Is it possible that you actually did do a permanent unlock in the past and forgot and tried again. It will fail if it is already unlocked. There in the app at top right is the 3 vertical dots and tapping that brings a history option, and it will tell you if you have unlocked it in past. Not saying you forgot but there is a chance you did. I did unlock on my s7 edge, and did a hard reset on phone and the app came back, but wasn't sure if the permanent unlock stayed. So I tried again before realizing about the history option. It is still unlocked.

                     

                    The only problem is that my brother switched to Verizon, and Verizon keeps telling me that it would not work on their network, but my brother told me that he went to two stores and told him that it would work. Not sure or blaming him on anything but he probably did not mention it was a T-Mobile branded phone and still won't work. Patiently waiting for him to get the sim card from Verizon for my phone or take me to the store. He is in Arizona and I am in Utah. He has already switched, and I am still using T-Mobile network until he gets it to me, and have no clue on when he is going to do it.

                    • magenta4561266

                      Re: Unlock App Does Not Work

                      ?

                      • tmo_chris

                        Re: Unlock App Does Not Work

                        Hey magenta4487490

                         

                        Just checking in here to see how thing are going. Did you ever get the chance to work with our T-Force team or our over the phone support folks?

                        • tmo_mike_c

                          Re: Unlock App Does Not Work

                          Hi there.

                           

                          Just wanted to see if you were able to get your phone unlocked. Please reply back and let us know. Thanks!

                          • tmo_chris

                            Re: Unlock App Does Not Work

                            Just checking in here to see how things are going. Please let us know if you still need help.

                            • rickg17

                              Re: Unlock App Does Not Work

                              I am having same unlock issue except on a tmobile LG-K555, I called and they told me I was eligible and to run the unlock app and it said permanently unlocked successful... reboot.  So I rebooted and it comes up if I put my tmobile sim in the rep says he sees the phone and it is unlocked.  So I take the tmobile sim out and put in an ATT sim that is working in another phone and the phone says network locked???  I go back and run the unlock app again and it show permanent unlock???  Tmobile tells me they sent request to LG for help as they do not know what to do since they never seen the unlock app not work before???

                              • rickg17

                                Re: Unlock App Does Not Work

                                Got it all taken care of thanks.  Turned out the unlock app had a glitch and I got a support tech from T-mobile on line and he was familiar with the issue. So he walked me thru backing up, factory reset and then run unlock app clean and fresh, then restore from backup and boom everything was perfect.  It helps to have the best support experts around.  Not only does T-mobile have the best prices they have the best customer service and support by far.

                                 

                                Thanks for checking on me.

                                Rick

                                • androidz32015

                                  Re: Unlock App Does Not Work

                                  It seems like a lot of the replys are true left, but that being said, I did the t mobile bogo deal on Samsung note 8 the buy one get one free last August on preorder, lucky me got them two weeks before the stores started selling them, but I paid mine in full when I ordered them, and I used the device unlock app, and sure thing didn't work and was told 40 days the people said in reply, but!!!!! Depending on the tech support reps, I had them unlock them before the 40 days. Usually your allowed 2 unlocks per line of service on your account per year if I believe right... only reason I unlock is because I travel to Mexico and South America, and just use a cheap SIM card from down there. But most of the time you have to 611 customer or tech support when using unlock device app anyways. Sometimes I've had it work perfect without calling 611, just go setting scroll down to apps, than look for device unlock app and clear all data on it or uninstall it than reinstalling it, than bingo it will work.

                                  • magenta4219643

                                    Re: Unlock App Does Not Work

                                    I paid my device off weeks ago kept getting the message can't unlock using the app. Phone is the LG V20 tried what was mentioned above and it worked instantly.

                                     

                                    Turn on Airplane Mode then turn on Wifi let it connect to a network. Go to the app and run it see what happens mine was unlocked and rebooted. I did not do a factory reset.

                                    • m55mara

                                      Re: Unlock App Does Not Work

                                      i have a T-Mobile LG G4 phone i got from swappa to use outside the country where a GSM phone just works better.  the IMEI is whitelisted but T-Mobile sites the 40 day thing which i believe is not applicable since i am on a standard plan.  I am going to use this as a backup phone, not my primary phone in the US.  what's the difference, my account is in good standing and have been a customer since 2017?   the phone is not stolen - the IMEI is whitelisted and i have receipts for the purchase.  to be clear, when i insert a non-tmo SIM in, it does say network locked and to use the device unlock app.  the app has failed the permanent unlock everytime i tried and just says "not eligible".  who from t-mobile can help me out here?

                                      • fgalton

                                        Re: Unlock App Does Not Work

                                        I upgraded from Samsung Galaxy Avant to iPhone 4 months ago. I want to get the Avant unlocked for local SIM cards while traveling.


                                        During that 4 months: 8 phone calls to expert team, 3 store visits, and 2 dead-end e-mail trails. Everyone who has looked at the situation agrees that the Device Unlock app on my Avant does not work. "unable to connect to server at this time." That's true with active SIM card, old SIM card, SIM card with data plan only, SIM card with no data plan, Wifi On, WiFi off, clear cache, factory reset, airplane mode. Everything on the list to try has been tried. And yes, the phone is eligible for unlock.

                                         

                                        Twice, the tech support people have agreed with the above analysis and concluded that it has to be done as an old-style code unlock, so they generate an e-mail to request the code to unlock.

                                         

                                        What comes back is a cut-and-paste e-mail saying that there is no code to unlock, use the Device Unlock app. Back to square 1. The app is dead. It never gets beyond "unable to connect to server." The discussion needs to start there, not end there. I've explained this over the phone so many times that I know the IMEI by heart. 

                                         

                                        I've been within T-Mobile since before it was called T-Mobile (Voicestream) and this has been far and away the worst customer service experience in that time.

                                          • magentatechie

                                            Re: Unlock App Does Not Work

                                            I genuinely hate that your app is giving you such a hard time.  I also hate that so much time has elapsed since your switch from the Avant because what could have happened would have been a warranty exchange (if you had the extended warranty as part of the insurance package) as defective if after all of that you still weren't able to successfully use the Device Unlock app.

                                              • magenta5422834

                                                Re: Unlock App Does Not Work

                                                This can't be a warranty issue because I found this thread googling the EXACT same thing.  Galaxy Avant.  I called support, the first tech took my IMEI and said it was eligible for unlock and said to wait 24 -72 HOURS! for the unlock code to be sent to my email.  Called back after 72 hours (no email) and the next tech tells me that there is a note on my account that this phone - Galaxy AVANT, has to use the App to unlock.  This new tech does not want me to have to call back again so verifies one more time that indeed, my IMEI has been White listed.  Clear to go.  I use the app. get "cannot connect to the server at this time" - OK, cleared cache, checked for updates, still get "cannot connect to server at this time" - checked with Samsung, they say it has to be unlocked with a code.  No code.  Also, no prompt for a code when I put the foreign SIM in.  But the app still says "cannot connect to Server at this time".  Phone works fine on TMOBILE network, works great with WiFi, no other indication that it would be a warranty issue.  So, now what?????

                                                 

                                                one other note:  The phone is in Europe right now, could it be that your app only works on TMOBILE net in the US?

                                              • fgalton

                                                Re: Unlock App Does Not Work

                                                One update on the earlier post.

                                                 

                                                I have had 2 subsequent rounds with tech support and there is no progress. One support went through a process of verifying whitelisting -- I was going to argue that ensuring whitelisting is pointless if the phone can't connect to server to pick up being whitelisted, but arguing also seemed pointless. Anyway, as expected, there was no impact. The app cannot connect to the server, no matter what. I've come to the conclusion that this model of Samsung Galaxy Avant (model number SM-G386T), which apparently was the first to have the device unlock app, came in the box installed with a defective app. The issue of whether warranty may apply was already raised above. This is being looked into now. If that is not successful, then the situation will be that T-mobile, not Samsung, locked the phone, the unlock solution provided by T-Mobile is defective, but they are not providing an alternative. So .... ?

                                                  • magenta5422834

                                                    Re: Unlock App Does Not Work

                                                    Yes, the same SM-G386T (the T is for T-Mobile), the "world" phone model number is SM-G386.  My guess is that the app has either the wrong server IP hard coded into it, or, the servers themselves only accept valid connections from T-Mobile's network (firewall issue) - either way, if the app can't connect to the server, you will not be able to unlock the phone - whitelisted or not.  The app is compiled into the T-Mobile ROM, and takes the place of the "enter unlock code" you get from other Samsung ROMS when a non-T-Mobile (foreign) SIM is detected at boot.   You could try rolling the dice and flashing the Galaxy Avant with another non-T-Mobile ROM (if it's wrong you now have a brick), but we should not have to.  The CTIA says that we own the phones, and the unlock should be provided to us by the provider FOR FREE.

                                                     

                                                    I have even found references on one of those "pay for" ebay unlock providers for one of their customers that could not get the SM-G386T App to work (cannot connect to servers).  Their suggestions on their forum said it must be on WiFi, and to check your connection to the internet (as if is was a communication issue with the servers) but to no avail.

                                                     

                                                    So hey, T-Mobile how does an "un-carrier" show outstanding customer service and fix this?  I suggest having an engineer check the firewall settings to this "server" we're trying to connect to, and stop assuming the end-users do not know what they're doing.

                                                • magentatechie

                                                  Re: Unlock App Does Not Work

                                                  Hey there, folks, the Device Unlock app not working properly despite all of the measures you've taken is considered a defect so if the phone is still covered under your extended warranty, you can reach out and request an exchange.  If your phone is not under warranty, T-Mobile is still obligated to provide you with an unlockable phone.  In either case, I recommend reaching out to T-Force via Facebook or Twitter since these are special circumstances and it seems as though contacting  611 has been less than successful for everyone.