Factory Unlocked Phone no International Service?

magenta8040481 Apr 3, 2019 8:11 AM

Member Since: Mar 27, 2019

Hopefully someone can help. Last two times I traveled overseas I couldn't get my phone to work. I have a factory unlocked iPhone purchased from Apple. I spent a long time on the phone with T mobile support with no resolution. They kept trying to do "over the air updates" which doesn't make sense if my phone was connected to a network then I wouldn't be calling them. Then it devolved into them saying it was an unsupported phone. This was in Canada and the UK, both supported countries. So my question before I take another trip overseas and count on my tmobile phone. How can I get my factory unlocked phone to work with Tmobile's international service?

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Re: Factory Unlocked Phone no International Service?

tmo_chris Mar 29, 2019 8:26 AM (in response to magenta8040481)

Member Since: Nov 19, 2011
Hey there magenta8040481

Do you have a T-Mobile USA account with us? If so, what kind of plan do you have?
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Re: Factory Unlocked Phone no International Service?

magenta8040481 Mar 29, 2019 8:45 AM (in response to magenta8040481)

Member Since: Mar 27, 2019
I have a simple plan, I have called every time I have gone overseas and they have verified I have international service.
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- Re: Factory Unlocked Phone no International Service?
  
  tmo_chris Mar 29, 2019 9:27 AM (in response to magenta8040481)
  
  Member Since: Nov 19, 2011
  
  Thanks for clarifying! What happened when you were in Canada and the UK? Was your phone able to connect to the local network and you just weren't able to use the service?
  
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  - Re: Factory Unlocked Phone no International Service?
    
    magenta8040481 Mar 30, 2019 5:30 PM (in response to tmo_chris)
    
    Member Since: Mar 27, 2019
    
    Correct, in Canada, UK & Iceland I was able to select the local carrier but not use any services. Once i connected to wifi I could make phone calls via wifi calling.
    
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    - Re: Factory Unlocked Phone no International Service?
      
      tmo_mike_c Apr 1, 2019 10:36 AM (in response to magenta8040481)
      
      Member Since: Jun 25, 2012
      
      Hmm, do you have you tried turning of the LTE to see if that made a difference? It might be kinda tough to troubleshoot this if you're not there right now, but this might results in a trouble ticket. Are you getting an error when you try to use the service on the mobile network?
      
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Re: Factory Unlocked Phone no International Service?

magenta8040481 Apr 6, 2019 3:30 PM (in response to magenta8040481)

Member Since: Mar 27, 2019
Truthfully at this point I don't remember, but on each occasion I called Tmobile customer support. So I am assuming they walked me through the troubleshooting step including turning off LTE. It ended with the last person I spoke to saying my factory unlocked phone was unsupported.
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- Re: Factory Unlocked Phone no International Service?
  
  tmo_chris Apr 18, 2019 7:47 AM (in response to magenta8040481)
  
  Member Since: Nov 19, 2011
  
  I sincerely apologize for the delay in replying to you here. An unlocked iPhone should be more than capable of using the networks available in Canada and the UK. Were you by any chance traveling with other T-Mobile users? If so, did they also have the same issues?
  
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