Forum Discussion
Unlocked s21 Ultra showing as "Unknown Device" and not supporting 5G or Extended Range LTE on My Mobile account
I just bought an unlocked S21 Ultra directly from Samsung. It works great, including the tmobile voicemail app and RCS through the Google messages app. It says I'm connected to 5G on the phone, and I get 150+mbps download from home on speedtest.net
The problem is that the tmobile account website shows this:
The problems with this is:
- Most important: I have free phone repair insurance through my Uber Visa Signature credit card. In the past, when I filed a claim, they required a screenshot of the account to show that I have the device I'm filing a claim for on the tmobile account that I pay monthly through my credit card. I would have issues proving that I have an S21 Ultra on my tmobile account if it says "unknown device:"
- I’m worried I’m not getting the best speeds or roaming experience if I were to take a road trip in a rural setting. 150mbps+ from home is good enough in the major city that I live in, and I’m sure it’ll be better if I get closer to the tmobile cell phone tower which is 3 blocks away.
How do I get this phone to show as "Samsung S21 Ultra" instead of "unknown device"? I don't see any option online to specify this.
Not having the IMEI number is a bad excuse. I had to give it to them when I switched my unlocked S20Ultra from Verizon to TMobile. They sent me a new sim card for my wife and I which she has an unlocked iPhone she bought from Apple directly and after we were activated, it shows mine as unknown and hers as an iphone but they were both unlocked BYOD coming from another carrier. So why can't they just manually input the number when you give it to them. Sounds like just laziness. BTW my phone works great. It's in the 5G and even though the coverage has bit or miss issues (which I confirmed they were working on the network in that area) everything works great except the visual voicemail. I still can't get the default disabled and just use the TMobile one as a standalone. A little annoying.
I've got the same problem as I have in the past.
Just to clarify we're talking about official USA Samsung T-Mobile devices purchased in the USA from vendors other than T-Mobile directly and not dual sim international Samsung devices.
I purchased a T-Mobile Samsung S21U from Best Buy USA. It is not recognized by T-Mobile because the IMEI number is not in their system.
Now this is a major problem for me because the IMEI needs to be in T-Mobiles system for a sim unlock request to be fulfilled.
I had a similar issue in the past with T-Mobile Samsung devices bought from Samsung directly. T-Mobile claim they can't sim unlock the device because it's not in their system.
I have already contacted T-Force via Twitter but have been told to wait at least 14 days to get a response. We'll see.
I also wasted hours with T-mobile tech help with the same response from them... They found the problem and said it would get corrected within 48 - 72 hours. I was then told that they would follow up with me. Never happened. What is surprising, my wife's unlocked IPhone 12 pro and my IPad show up as identified since T-mobile has more Samsung galaxy users than Verizon and AT&T. You would think Both Samsung and T-mobile would make sure everything worked correctly.
It won't, unless it is a device purchased from T-Mobile. The device showing in your account doesn't matter. Samsung's U1 devices work exceptionally well with T-Mobile.
I was told by both Samsung and T-Mobile support that both the unlocked and locked version of this phone are 100% compatible with T-Mobile's network. Clearly they are incorrect.
stevec5375 wrote:
I was told by both Samsung and T-Mobile support that both the unlocked and locked version of this phone are 100% compatible with T-Mobile's network. Clearly they are incorrect.
That is correct! Samsung's issue right now, is their development for their devices.
syaoran wrote:
stevec5375 wrote:
I was told by both Samsung and T-Mobile support that both the unlocked and locked version of this phone are 100% compatible with T-Mobile's network. Clearly they are incorrect.
That is correct! Samsung's issue right now, is their development for their devices.
What kind of development "issues" is Samsung having? Are you saying that the unlocked version is or isn't 100% compatible?
stevec5375 wrote:
syaoran wrote:
stevec5375 wrote:
I was told by both Samsung and T-Mobile support that both the unlocked and locked version of this phone are 100% compatible with T-Mobile's network. Clearly they are incorrect.
That is correct! Samsung's issue right now, is their development for their devices.
What kind of development "issues" is Samsung having? Are you saying that the unlocked version is or isn't 100% compatible?
The unlocked version is 100% compatible. All of the issues plaguing Samsung devices currently, and it's a lot of them. Are partially related to COVID, but that is no excuse for a lack of quality control or testing before pushing firmware out to devices.
Apparently in the situations mentioned, it's about Samsung phones -- unlocked -- not being compatible with SOMETHING within T-Mobile. Maybe the SIM cards they provide for the unlocked phones aren't set up correctly. Maybe it even has something to do with an almost passive aggressive way of 'discouraging' customers to buy products directly from Samsung.
Whatever it is, it has wrecked the fun and excitement of my new phone.
Interestingly, before I realized what a mess this was going to be, I took advantage of the Samsung watch offer on 2/24. The data lines were added last night, and the phones are being delivered tomorrow, 4/7. I just hope it goes well.syaoran wrote:
It won't, unless it is a device purchased from T-Mobile. The device showing in your account doesn't matter. Samsung's U1 devices work exceptionally well with T-Mobile.
this goes for all BYOD correct? not just Samsung phones brought in as a BYOD?
