So I was a T-Mobile customer up until 2016 when we decided to switch providers. I had purchased an iPhone 5s during the time I was with T-Mobile, which had long since been paid off before I went with a different provider. However, during the time I was with T-Mobile, I had some problems with my phone which Apple covered under their warranty and issued me a replacement phone. I now have a need to use the iPhone 5s but when I went to use it, the phone won’t work. I contacted Apple who said the phone was locked by T-Mobile. I have been working with T-Mobile support for the past two days who can’t even seem to find my account, even by using the account number from my old bills. They also cannot find the IMEI number, which may be due to the fact that my phone was replaced by Apple. T-Mobile support said they would research my issue further and get back to me. Today I received an email from Customer Service stating the following:
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 show at least one day of usage 40 days or more prior to the date of this request. Please submit a new request after this requirement has been met.
T-Mobile USA, Inc.
I don’t know how to “show at least one day of usage” when I’m no longer with T-Mobile and I can’t use the phone with another carrier. This phone belongs to me and I should be able to use it with whichever carrier I choose. Any help from anyone would be very much appreciated.