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.
- apatcasNetwork Novice
Bought a t-mobile branded Z-flip 3 from Samsung. Getting T-mobile updates and T-mobile crapware installed but the device is Network locked to T-mobile and showing as an unknown device on my dashboard. This is really bad customer service.
I’m about to submit a FCC complaint also.
- newishuserTransmission Trainee
apatcas wrote:
Bought a t-mobile branded Z-flip 3 from Samsung. Getting T-mobile updates and T-mobile crapware installed but the device is Network locked to T-mobile and showing as an unknown device on my dashboard. This is really bad customer service.
I’m about to submit a FCC complaint also.
What would be the grounds for the complaint? Presumably not just that it shows as an unknown device on a web page? If T-mobile can't unlock it once you meet the conditions, then that would make sense.
- syaoranTransmission Titan
apatcas wrote:
Bought a t-mobile branded Z-flip 3 from Samsung. Getting T-mobile updates and T-mobile crapware installed but the device is Network locked to T-mobile and showing as an unknown device on my dashboard. This is really bad customer service.
I’m about to submit a FCC complaint also.
T-Mobile branded devices, even ones sold by OEM's, are all sold network locked.
- Mac2vdNewbie Caller
Just know, My wife's unlocked iPhone 12 Pro and my iPad both show up correctly. It's definitely something between Samsung and T-mobile.
- eli_yaNetwork Novice
syaoran wrote:
Gamegrrl wrote:
So why does customer support keep leading me to believe this is a "glitch" and a "fixable" thing. And that I should expect it to be remedied within 48 to 72 hours?
I wish I knew. Support and Customer Care sometimes say things just to get people off of the phone without being more annoyed than when they called. Your device showing as an unknown device does not restrict it in any way. If the device is capable of using T-Mobile's implementation of it, it will work as long as the appropriate settings are correct.
I have had multiple unlocked phones purchase elsewhere and used on T-Mobile where my account was able to identify the device and IMEI numbers. One device even got purchased internationally and had the details on my account. Yet some other devices, T-Mobile my account page recognized that it was a 'Galaxy S10' but nothing else about the phone or compatibility section.
- Littleone1964Network Novice
I bought samsung s22 Ultra unlocked from samsung I called t-mobile gave them my imei number it still show unknown drops my 5g
- syaoranTransmission Titan
The devices IMEI makes no difference how the device performs on the T-Mobile network. Did you get the TMB U or U1 version of the device? Both perform pretty mich identically on T-Mobile's network.
- ScottEarthNetwork Novice
I'm dealing with this as I'm typing this! I bought 2 phones a few months ago direct from Samsung, I'm switching to Verizon and Tmobile is playing dumb, or are dumb and taking forever to unlock them. They blame Samsung, then blamed Verizon. I got Samsung on a 3 way call and they Samsung guy had to EXPLAIN to Tmobile how to rectify the situation. Round and round we go!
Like the others my IMEI numbers do not show up on the Tmobile site, yet there my phone is! So you can't check the status of the unlock unless you call. Then you call and chances are you're gonna get a person reading off the screen who has no idea what they're talking about.
Such BAD customer service, I can’t wait to be done with Tmobile!
Oh wait, he just told me to try clicking the “unlock” button lol - fireguy_6364Modem Master
a lil add on for those not in the know..when you call in to have you device unlocked the person you are talking to is not the one that handles this..they pass it up the chain to the department that handles this stuff...there is zero contact with said department.. so whatever you hand off to the call in agent hopefully gets passed up the chain.
- ScottEarthNetwork Novice
The worst part is, it takes 24-48 hours, mine is taking longer, to “get” the code to unlock. in this day and age of computers, how in the world can it take anything that long to happen?!?!
Just go into the computer and send the unlock!