If the exchanged device is from a Flex policy line then T-Mobile even though you go it from “them” Apple didn’t give them the IMEI as “theirs” So any carrier who has one will not know it is locked to them or it even exists in their system.
If it didn’t go through then it’s hard to pinpoint where the disconnect is. If the unlock went through Apple servers will unlock the device. Usually in 2-3 days I insert my T-Mobile sim, and factory reset the device. For iphones when I unlocked them I have never gotten an email from a carrier. Often on exchanges sometimes the IMEI doesn’t transfer over. I should mention the iPhone had a weird issue with its microphone so I replaced it through warranty within the first week through T-Mobile.ĭid they give you a new device or one shipped to you? You may want to contact T-Force on Facebook or twitter and they’ll do a better job investigating things. The device was purchased through T-Mobile about 2.5 years ago, and has been fully paid off. Thank you for the response, it’s not an actual dual SIM, it’s an iPhone XS, and my tmobile line is currently an eSIM. I’m going to call again tomorrow, and probably will force the “expert” to stay on the line with me for however long it takes for the unlock to go through. The staff are friendly and personable, however this many consecutive empty promises, and the hostage taking of a paid off phone isn’t something that should ever happen with such a big company. You should be able to guess by now what happened, no call, no email, phone still locked, and someone who always advocated for t-mobile to friends and acquaintances is seriously considering a change of carrier. Furthermore he quoted me 24 hours and said he would call back and follow up in 24 hours. After explaining the situation to a primary response “expert” I get connected to a supervisor who much like everyone else thus far expressed his empathy and informed me that he PERSONALLY submitted yet another request, after briefly talking with Apple Support. Needless to say, I never received her email detailing our call, nor her name or employee number.Īnother 24 hours pass, and at this point I’m getting quite frustrated with how this seemingly mundane and routine issue is being handled so I call again, and this time request to speak with a supervisor. And then said she submitted yet another request, this time to her manager for the issue to be resolved.
She then said she will email me with a description of what we talked about and her name and employee number. The 72 hours pass with absolutely no news regarding the unlock, so I call again, this time I express my frustration to the lovely “expert” over the phone and she gives me her personal guarantee that the issue will be solved and she said she would follow up with me within 1-2 hours to see whether I’ve received any correspondence from T-Mobile. After I explain the situation, the “expert” expressed her empathy and proceeded to submit another request, this time she quoted me 48-72 hours for the unlock procedure to continue. At this point I’m content with how the matter has been handled.įast forward to 26 hours after the first call, I still haven’t received any communications from the T-Mobile, so I decide to reach out through the messaging service they offer on their app. So I call the helpful team of “experts” on a Thursday, and ask for it to be unlocked, after a bit of a back and forth, the agent informed me that he submitted a request, and I should receive an email with instructions within 24 hours. Now I’ve decided to take advantage of my phone’s capability of holding more than one active plan and purchased a prepaid Canadian line, however despite my phone being fully paid off and completely owned by me, it is still SIM locked. My life circumstances dictates such that I may spend more than two consecutive billing cycles in Canada, and thus my roaming data has been turned off (as annoying as that is, I’ve made my peace with it). Ok they don’t explicitly refuse, however let me tell you the story: