Unable to unlock the eligible device

mm_clt

    I had purchased Samsung S8 from T-Mobile. After paying off the amount device was unlocked and have been using with other carrier from last few months. I had to send the device back to Samsung to get it repaired. It came back with T-Mobile lock. I tried unlocking it using 'Device Unlock' app installed on the mobile but getting error message that 'Couldn't recognize the device, please contact customer care.'

     

    Its been 5 days of multiple calling, talking to multiple associates, performing different steps suggested by all their associates/tech experts. However, no luck yet. I also tried with T-mobile as well as other carrier's SIM card to perform these steps. With other T-Mobile active SIM device works.

     

    Samsung has confirmed that device has not been rooted and only T-Mobile can unlock it. Every time I speak to customer care and technical expert they request me to hang up to perform something and/or check something and they assure a call back. Till date, not a single executive has called back as promised.

     

    I'm really frustrated and fed up and I think Legal Battle is the only option to get the issue resolved.

      All replies

      • magentatechie

        Re: Unable to unlock the eligible device

        Hey there! I'm sorry to hear you're having so many issues getting the phone unlocked!  Have you verified that the IMEI is the same as the device you sent off? As in, is it possible Samsung replaced the phone instead of repairing it?

          • mm_clt

            Re: Unable to unlock the eligible device

            Device is same, IMEI is same. T-mobile customer care also confirmed device is same. Was able to pull Samsung and T-mobile guys on the phone together and T-mobile confirmed ONLY they can unlock the phone. They submitted lot of escalation tickets, expedited tickets and assured that they will bypass regular process of unlocking my device using DEVICE UNLOCK app and will get me an unlock code, They also assured call back to check if device unlock worked, no one has called back. Customer care also assured everytime that I'll not get email saying there is NO UNLOCK CODE and it has to be unlocked using DEVICE UNLOCK APP. However, everytime they submit the request I get same email that there is no unlock code and it can be unlocked using DEVICE UNLOCK app only.

             

            I'm planning to share my experience on social media and take legal action against them if T-mobile doesnt solve the issue very soon.

          • mm_clt

            Re: Unable to unlock the eligible device

            No, I havent heard anything back yet. They are dodging me by giving some answer that doesnt make sense, disconnecting calls, transferring to Samsung without asking me, by telling me to go to store (store saying we are not tech expersts and cannot do anything). I think it is time to take legal action now, fed up of spending 2-3 hrs daily over the phone and explaining same issue again and again.

            • mm_clt

              Re: Unable to unlock the eligible device

              From last two weeks daily spending 2-3 hrs on phone with T-Mobile level 1 and Level 2 customer care. Level 2 is nothing but technical experts which I assume is T-Force. They requested me to trying unlocking device using DEVICE UNLOCK app using active/non-active T-mobile SIM card, ATT sim card, without sim card, with wifi connection, after resetting phone, after clearing DEVICE UNLOCK app data and what not. Nothing worked. Ridiculous, I'm now running out of options.

                • tmo_mike_c

                  Re: Unable to unlock the eligible device

                  Hmm, I'm surprised you've had to call so much. After you told them you completed all those steps, did they have another solution or have any info on the ticket they filed? Sorry for all the questions, I just wanna make sure I'm understanding what's going on.

                • mm_clt

                  Re: Unable to unlock the eligible device

                  after trying these things, they either transfer to Tech support, supervervisor or they submit some managerial level escalation ticket. After submitting escalation tickets, everytime they say this time they will bypass whole normal process and provide unlock code.Even if I argue they say this time is different and manager's have ability to bypass 'DEVICE UNLOCK APP' process and I'll get resolution. Then for every such ticket I get email reply that there is no unlock code and it can be unlocked only using DEVICE UNLOCK app.

                   

                  Then I get more frustrated and call them back with agony. Then whole process starts again, explaining issue-trying-false assurances and all. One time they suggested me to go to retail store and show it to store manager, I did and he started laughing saying what and how can he resolve the issue. Someitme, customer care rep transfer call to Samsung to bring more fun and twist in the game, however, T-Mobile customer care rep agrees that T-Mobile is responsible to provide unlock.

                   

                  Worst company!

                  • mm_clt

                    Re: Unable to unlock the eligible device

                    14684239: Manager level escalation ticket number which was submitted later in the process when first one did not work and this is when I was promised that T-mobile manager level person will bypass DEVICE UNLOCK app process and will give me a solution. This was promised by level 2 Tech support representative Chris (Employee ID: 17754019). This time also Samsung and T-mobile rep were in conference call and T-mobile accepted the responsibility.

                     

                    14670114: First ticket submitted after I tried device unlock app. After this spoke to lot of customer care rep, Level 2 tech supports, Supervisor. They all came back with difference ideas of resolving the issue but none of it worked. Spent almost 2-3 hrs over the phone as mentioned earlier.

                     

                    After ticket submission I get auto-mated email from 'ARSystem Notify' that says Unlock Code: 'Device App'.

                     

                    After the escalation ticket one of the rep told me to go to store and work with manager there. I did that and initially they were surprised but then shown willingness to help. They reached out to leadership, escalated issue to offline team 'MDU Escalation Request'. Offline team put the IMEI in white list and suggested to keep phone switched off for 2 hours. Store manager switched off the phone and then I walked back in after 24 hours. The same store manager switched on and tried but no luck. They called customer care/tech rep 4-5 times, everytime they were told to try out different things by rep on the phone (like they told me), however, no luck. Now store manager is also clue less on what to do.

                      • tmo_mike_c

                        Re: Unable to unlock the eligible device

                        Thank you for all this information. It normally doesn't take this much time to get something like this resolved so I'm sorry for the delay. Just so I'm clear, have you reached out to our T-Force team? They're only available through FB and Twitter. I think they can help with getting you more assistance with this. Please let me know if you've contacted them.

                      • mm_clt

                        Re: Unable to unlock the eligible device

                        I dont think I have reached out to T-Force team yet. I'm on facebook but not on Twitter, how do I reach out to them? Do I need to explain then again each and every thing?

                         

                        Is it same like your tech support or level 2 support team? or a different name for those teams?

                          • tmo_mike_c

                            Re: Unable to unlock the eligible device

                            They are another team that helps through our social media channels. You can reach them by using this Facebook link.  Give that a shot and let us know if that works.

                              • mm_clt

                                Re: Unable to unlock the eligible device

                                Now I tried this option as well. They requested me to try out few options which I had done in the pas. However, I did it this time again. None of them worked, finally T-Force team came back and firmly said THEY CANNOT DO ANYTHING. Now what option do I have left with, other than taking legal action. Do you think T-mobile can resolve the issue or have ability to deal with such technical challenges? I have already paid off my device amount.

                                 

                                Store manager also tried from her end and did not work. She is also completely clueless now. BTW I'm very famous person now and everyone working in the store knows me, THANKS TO T-MOBILE (do I need to say thank you for doing nothing and making my life hell).

                                 

                                Eagerly waiting for your feedback.

                                  • tmo_mike_c

                                    Re: Unable to unlock the eligible device

                                    So strange. And I'm sorry this has been such a challenge. Did they say anything about why the unlock didn't go through? Normally an escalation is sent up to sort out the specifics of why an unlock didn't go through. Did they give you any info about that?

                                      • mm_clt

                                        Re: Unable to unlock the eligible device

                                        The whitelisted IMEI in some different way and requested me to try again, I went to the store and no luck. Then suggested master reset and it did not work either. Then they said they ran out of the option, I requested them to transfer the chat to manager but no one did.

                                         

                                        They suggested me to go third party vendor, pay money to get unlock or check with samsung. Ridiculous!

                                         

                                        I called Samsung again and they said T-mobile is the only option. I DO NOT want to pay third party vendor to get it unlock.

                                         

                                        Again, what is my option now?

                                      • magenta7863704

                                        Re: Unable to unlock the eligible device

                                        To anyone who is having the same issue as described by me above.  After 2 weeks UNLOCK FAILED message, not being able to use a local carrier abroad on an eligible T-mobile's phone, getting standard empty replies from the regular support and ARSystemNotify, it was finally promptly and professionally resolved after filing a complaint with the FCC.  The IMEI of my refurbished T-mobile phone was verified and unlocked by a competent T-mobile specialist at the *Executive Response* unit.

                                        Happy to remain a T-mobile customer.

                                  • mm_clt

                                    Re: Unable to unlock the eligible device

                                    Now I tried this option as well. They requested me to try out few options which I had done in the pas. However, I did it this time again. None of them worked, finally T-Force team came back and firmly said THEY CANNOT DO ANYTHING. Now what option do I have left with, other than taking legal action. Do you think T-mobile can resolve the issue or have ability to deal with such technical challenges? I have already paid off my device amount.

                                     

                                    Store manager also tried from her end and did not work. She is also completely clueless now. BTW I'm very famous person now and everyone working in the store knows me, THANKS TO T-MOBILE (do I need to say thank you for doing nothing and making my life hell).

                                     

                                    Eagerly waiting for your feedback.

                                    • mm_clt

                                      Re: Unable to unlock the eligible device

                                      The whitelisted IMEI in some different way and requested me to try again, I went to the store and no luck. Then suggested master reset and it did not work either. Then they said they ran out of the option, I requested them to transfer the chat to manager but no one did.

                                       

                                      They suggested me to go third party vendor, pay money to get unlock or check with samsung. Ridiculous!

                                       

                                      I called Samsung again and they said T-mobile is the only option. I DO NOT want to pay third party vendor to get it unlock.

                                       

                                      Again, what is my option now?

                                      • prat1k

                                        Re: Unable to unlock the eligible device

                                        I had the similar issue with Samsung Galaxy S9 that I bought recently. I transferred all the apps from my old LG G4 to this phone and sure enough, all the app data got copied, which included device unlock log of my LG G4. So, the device unlock app said that my phone is permanently unlocked. On checking the history, it said that the phone was unlocked in 2017! (S9 was non-existent then!)

                                         

                                        So, I cleared the app data of Device Unlock App by going to SETTINGS > APPS > DEVICE UNLOCK > STORAGE > CLEAR DATA and voila, now the app had an option to unlock the phone!

                                         

                                        Samsung advised to clear phone cache, which may be helpful in your case.

                                         

                                        To clear device cache:

                                        1. Power off the device

                                        2. Press power, home and volume up button simultaneously

                                        3. When menu pops up, use volume down to go to "wipe cache partition" and hit power

                                        4. confirm "Yes" by volume down and then power

                                        5. Reboot system by hitting power button

                                        6. Go to device unlock app

                                         

                                        Hope this helps!
                                        Pratik

                                        • syaoran

                                          Re: Unable to unlock the eligible device

                                          Ummm.  I get the frustration but I do thi k it is aimed at the wrong company.  Your device was ublocked by T-Mobile before you had it repaired by Ssmsung.  Samsung does warm that repairs they do can re-lock the device.  This obviously happened when being repaired, making Samsung the reason the device has been re-SIM locked.  As much as Samsung has stated they can't unlock it.  They are full of it! 

                                          • cablecar1874

                                            Re: Unable to unlock the eligible device

                                            Thank you so very much for your quick reply.

                                             

                                            I am so frustrated too. I have been requesting the unlock code since July and no one at Tmobile could help. I hope I can also get the attention of the executive team. Thanks again for your help.

                                            • magenta7863704

                                              Re: Unable to unlock the eligible device

                                              Well I'm having the same issue. After more than 4 years of proud membership, I've contacted T-mobile and asked to unlock an eligible DUAL SIM phone (clean IMEI but NOT purchased from them) I got a standard "wait for an email", and then a standard auto-email reply to use the T-mobile Device Unlock app.

                                              The Device Unlock app said of course:  "Unlock Failed".  Permanent or Temporary. No dice!

                                              Of course I can get another phone or pay a 3rd party to have them unlock my phone but why?  This is a clean refurbished T-mobile OS locked phone, I am a clean T-mobile customer in good standing! Should I launch a complaint with the FCC.gov for T-mobile's violation of CTIA code?

                                               

                                              Simply ridiculous,

                                               

                                              Andrew

                                                • syaoran

                                                  Re: Unable to unlock the eligible device

                                                  Did you purchase the device from a T-Mobile USA store?  Which device has T-Mobile sold with a dual-SIM?  Just because a device has a T-Mobile branded stuff on it doesn't mean it was sold by T-Mobile. 

                                                    • magenta7863704

                                                      Re: Unable to unlock the eligible device

                                                      T-mobile's LG G6. No, didn't purchase it from a T-mobile USA store as I was outside of US. Got a good price from an online refurb equip vendor. Besides who purchases new nowadays?   All of my phones are dual-SIMed.

                                                        • gramps28

                                                          Re: Unable to unlock the eligible device

                                                          Tmobile can only unlock the phones they sell and to my

                                                          knowledge Tmobile USA doesn't sell any dual sim phones.

                                                            • magenta7863704

                                                              Re: Unable to unlock the eligible device

                                                              Oh absolutely they should be able to unlock the LG G6 they sell (used to sell:) whether "their version" supports dualSIM or not. Just let me use the foreign carrier while outside of US! Hell I'll even settle for temporary if they can't unlock permanently. The Tmobile DeviceUnlock app that came with the phone was useless...

                                                                • gramps28

                                                                  Re: Unable to unlock the eligible device

                                                                  The phone was probably purchased through LG and the imei number isn't in Tmobiles data base as a phone they sold.

                                                                    • magenta7863704

                                                                      Re: Unable to unlock the eligible device

                                                                      Thanks for your answer. Unfortunately that's even worse - means Tmobile put their brand logo and an OS level lock on another company's phone knowing full well it will be used on their network, bringing more subscribers, now factually blackmailing legitimate members into either getting a new phone or using a 3rd party unlocker. 

                                                                        • gramps28

                                                                          Re: Unable to unlock the eligible device

                                                                          It probably means it's an international phone from a different European country and Tmobile USA still can't unlock it.

                                                                          • syaoran

                                                                            Re: Unable to unlock the eligible device

                                                                            What makes you think T-Mobile put anything on it?  Some phones use a firmware where once booted with a SIM in it, the Play Store automatically downloads carrier apps and settings for that device.  You dod not purchase your phone from T-Mobile and it is not a specific model (dual-SIM) sold by T-Mobile.  Did you not read the conditions for T-Mobile to unlock your device?

                                                                             

                                                                            T-Mobile does not unlock devices that are not sold directly by T-Mobile, the original owner of the device has to request the unlock on the account they purchased it on, the account has to be in good standing, and the device has to be fully paid off.  Your situation does not come close to fitting any of that. 

                                                                              • magenta7863704

                                                                                Re: Unable to unlock the eligible device

                                                                                What makes me think?     what makes me think is the fact that it is a T-mobile phone with a T-mobile logo upon booting and a set of apps that came with T-mobile's OS. Whether T-mobile's version of the phone supports dual SIM or not and whether I purchased it directly from T-mobile's "store" or from the original owner is *IRRELEVANT* as long as the original owner's account is in good standing not only because it was confirmed by the vendor who I may or may not chose to trust but because T-mobile checked the IMEI and did not reject my request for unlock and only stated that:


                                                                                Please be advised that specific requirements will need to be met in order for your device to qualify for a PERMANENT unlock. The unlock requirements can be found at http://www.t-mobile.com/company/company-info/sim-unlock-policy/unlock-your-mobile-wireless-device.html. If you are not eligible for PERMANENT unlocking you can temporary unlock your device and are eligible for five temporary unlocks per year, each for a 30 day period.  
                                                                                                                                                                                                                                  

                                                                                • The device IS a T-Mobile device.
                                                                                • The device IS NOT reported as lost, stolen or blocked to T-Mobile.
                                                                                • The account associated with the device must IS in good standing.

                                                                                 

                                                                                I'm sorry who are you and what makes you think my situation does not allow even for a Temporary unlock?

                                                                                  • syaoran

                                                                                    Re: Unable to unlock the eligible device

                                                                                    The device is not the definition of a T-Mobile device.  It was not old by T-Mobile USA because T-Mobile USA does not sell dual-SIM devices. 

                                                                                     

                                                                                    Just about anyone can modify a device.  My Note 9 was purchased in Canada, is an XAC model, but has the exact same firmware that the device sold at the T-Mobile store here has on their devices.  IMEI's and serial numbers can be changed as well.  Clearly, the level of deception the person who tried to make that device look legit wnough to pass off as a T-Mobile device fooled you.  That still doesn't change the fact that it isn't a T-Mobile device. 

                                                                                     

                                                                                    The OnePlus 6T is another good example.  You can buy the dual-SIM version of the device and easily flash it to the T-Mo ile firmware.  That would also create a dual-SIM device that will work perfectly with T-Mobile's network, use band 71, carrier aggregatiin, and so on, but that still doesn't make it a device that was purchased from T-Mobile or from an authorized T-Mobile retailer. 

                                                                                      • magenta7863704

                                                                                        Re: Unable to unlock the eligible device

                                                                                        I think we are going in circles, pal.   do you work for Tmobile or just trying to be "helpful"?  one mor time whether it's a DUAL SIM device or not,  it has *NOTHING* to do with tmobile's (as an transnational company) ability to unlock it remotely for any carrier if it is in good standing.  If you think that someone had gone thru all the trouble of purchasing an LG phone, flashing (with a T-mobile fm), put it on t-mobile's band 4 or 71, messing with IMEI just to raise it's "market value" is laughable! 

                                                                                        The highest market value will always be a phone unattached to anything and with less bloatware.  Or as you said One Plus can be flashed or better yet I heard ZTE have phones compatible with tmobile's band out of the box had I known T-mobile's gonna be obtuse about unlocking theirs...

                                                                                      • gramps28

                                                                                        Re: Unable to unlock the eligible device

                                                                                        The only other thing I can think why it doesn't show in Tmobile's data base is because it's refurbished and the os was  altered to make the dual Sim work and that might of messed up the imei number.

                                                                                         

                                                                                        The LG G6 from Tmobile does come with a Sim card holder for dual Sim but only one can be accessed.

                                                                                         

                                                                                        Most refurbs you find online are already unlocked so

                                                                      • missiek

                                                                        Re: Unable to unlock the eligible device

                                                                        I have the exact same problem. I switched service to Verizon and had my T-Mobile Galaxy S9 Plus number ported over but the phone will not unlock using the application. I have reached out to T-Mobile on FB and by telephone and am being told that it may take 24 hrs, then 2-3 days and then it is Samsung I need to speak with. I did speak with Samsung and their point is valid, the error message states "Network Lock". My account is in good standing but it seems no one really cares to make the unlock happen and I have therefore also filed a complaint with the FCC to see if that may help and hopefully this gets resolved.

                                                                          • gramps28

                                                                            Re: Unable to unlock the eligible device

                                                                            Did you buy the phone from Tmobile or Samsung?

                                                                             

                                                                            If you bought it from Samsung the imei# of the phone is probably not in Tmobile's

                                                                            system for them to unlock it. Sam as if you had warranty work done and the phone was

                                                                            exchanged.

                                                                              • missiek

                                                                                Re: Unable to unlock the eligible device

                                                                                Hello gramps28. I did purchase the phone directly from Samsung branded for T-Mobile as I was told to get it that way in order for t-mobile wifi calling etc to work. I have spent many hours both on the phone with samsung as well as t-mobile not to mention chats. T-Mobile reps say they cannot unlock the phone and using the app is the only way to do it regardless of me telling them that the unlock app doesn't work or, they state that they can unlock the phone but it must be "whitelisted" by samsung first and they have submitted a request which will take several days but still no word. Each time I have spoken with samsung, they refer me back to t-mobile stating that they have a legal agreement with t-mobile and t-mobile can in fact unlock the phone. I spoke with Samsung again today filing a claim ticket for the phone to be returned to them as I am calling it a problem with the phone and should be addressed under warranty since the pre-installed unlock app that came on the phone does not unlock it. It sucks to pay the that kind of money for a phone and not even get 5 months use out of it because it wont switch carriers due to a "network lock" that should have never been on the phone to begin with. I have had t-mobile  for some time and have never really had any issues to call upon their customer service and the only reason that I switched to Verizon is because in my state, KY, as weird as it sounds, there are areas of the state where only verizon is allowed to use their towers. However, I am very disappointed in both t-mobile and samsung for the run around I have received from them but I will not give up until this issue is resolved.

                                                                            • missiek

                                                                              Re: Unable to unlock the eligible device

                                                                              Update for those that may run into the same problem. I called Samsung support to return the phone with a claim ticket number provided in the chat on their site,  but the agent I spoke with didn't want to allow me to return the phone and here we go again with the same song and dance I've heard from them and t-mobile since this problem came about last Wednesday. I informed the Samsung agent that because the phone came from them 5 months ago and the pre-installed "t-mobile unlock app" doesn't work, I expected them to either fix the phone or provide me with a new phone or I would gladly have a lawyer send a letter of demand on Monday. I was placed on hold and when the agent came back on, it was agreed that we would do a conference call with a T-Mobile rep. The rep basically said everything that I have been told already by other t-mobile reps, e.g. it would take several days to get the phone whitelisted but my response was, since we have Samsung on the call, why can't we resolve this right now? I was placed on hold by Samsung and I kid you not, I tried the unlock app while on hold and although it didn't work 5 minutes previously, the unlock app worked and the phone rebooted and here's the strange thing, all traces of T-Mobile including the splash screen were gone once the phone rebooted. I'm glad this was finally resolved and hopefully t-mobile and samsung get this kink worked out so others don't have to jump through hoops to switch their phone to another carrier.