For prepaid plans it's using the phone on the network or $100 in refills. If you met that requirement and the unlock app fails I would try
clearing the system cache and then try unlocking it.
Was the device purchased from T-Mobile or LG and has the device been used on our network? Lastly, as gramps28 mentioned, have you met the refill requirement of $100? When you spoke to the supervisors, do you happen to know if they submitted an escalated request via email? I truly do want to help get to the bottom of why your device hasn't been unlocked yet after you've worked with so many people over the phone.
Of course. Phone was purchased and is paid off at Tmobile.
3 times supervisor has escalated via email to the "business partner"
3 times ive got an email from T-Mobile stating my phone can only br
unlocked with the app.
3 times the app continues with an error code 255
The account is funded first with $3. Then with $100.
I would not advise anyone risking their money this way.
My phone is brand new paid off LG G7. It is an over priced brick as I only
wanted to use this as an overseas data and photo device.
I am at my wits end. I have no clue ehat direction to take. I feel T-Mobile
We continue having the same exact conversation. Esacalate and then an email
from you ststing to use the app.
Ive reset the phone multiple times. Ive even put a non T-Mobile SIM in on
the advise of a T mobile rep.
What is my next move!?
I want a refund.
After reading the requirements for an unlock, it looks like it is possible that one of the requirements was overlooked. Using a prepaid plan to buy a phone and get it unlocked if never a good idea. But it looks like the phone that is being unlocked also needs to be used for a year on that line before it is eligible to be unlocked.
But if you add $100 in refills it will meet the requirements.
If the device has been active for less than one year on the requesting line, the Prepaid account associated with the device must have had more than $100 in refills since device first use date. $100 in total refills is required for each device that is requested to be unlocked and does not include the initial activation payment.
Ah okay. Misread that last bullet point. Really shouldn't do this when I'm not properly caffeinated.
What do you mean it requires one year?
Your website and reps state and continue to repeat this point :
- If the device has been active for less than one year on the requesting
line, the Prepaid account associated with the device must have had more
than $100 in refills since device first use date. $100 in total refills
is required for each device that is requested to be unlocked and does not
include the initial activation payment.
sesttle101, if I'm being honest, I haven't read of someone having this many issues with getting a fully paid off device unlocked. I truly would love to help more but here on our Support Community we do not have access to customer account's and I can't escalate anything further at this point. It sounds like all the steps have been taken on your end and you meet the qualifications. I'm not sure what the hold up is at this point but the only other recommendation I can make would be to work with T-Force over Facebook or Twitter. They usually have a few more options available than the reps over the phone. They'll also be able to look over previous notes and escalations filed on your line.
Please give that a shot and let me know what progress you make.