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.netThe 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.

Thank you. I think I just needed to hear that bit about "...just to get people off their back". They owe me four hours of my life back.

Voidyourwarranty wrote: This is not a manufacturing problem or a samsung problem its a t-mobile problem. If you can look up your own imei number and get the model, so can t-mobile. They just don't do it. Why they don't I can't comment on but be sure it would take about 60 seconds to manually look up your imei number and if they had someone put in a couple hours of work they could build the automation in easily so I have to believe its intentional. Probably because it serves no purpose! Whether your device shows up as what it is or an unknown device has absolutely zero impact on whether your device works or not with the service.

Exactly the same issue here with the two S21 Ultras we bought directly from Samsung. I have spent countless hours of the phone with all levels of their tech support. Each time I've been told at the end of the VERY long call that 1) they had figured out what the issue was, 2) had submitted the necessary hoodoo to get it fixed, 3) they asked me to be patient and give it 48 to 72 hours for the changes to show in my account, and 4) that they would call be back on a specific date to make sure everything was fixed.Not one time has anyone called me back. None of the 'fixes' ever happened.I'm beyond furious about this, most of all because I feel like I've been fed a ration of crapola on every call. It's ridiculous and disrespectful.I am extremely unhappy about this, and after years as a faithful customer who has consistently over the years promoted T-Mobile to friends and family, I no longer feel that way.

fireguy_6364 wrote: 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? That's correct! In some cases, it's due to the devices IMEI not being in T-Mobile's system. Other reasons can be international devices not sold in the US, like my Xiaomi Mi MIX 3, and so on.

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?

Unlocked s21 Ultra showing as "Unknown Device" and not supporting 5G or Extended Range LTE on My Mobile account

syaoran
Transmission Titan
Hace 4 años
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.
newishuser
Transmission Trainee
Hace 4 años
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.
apatcas
Network Novice
Hace 4 años
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.
newishuser
Transmission Trainee
Hace 4 años
I brought over a Samsung S10e from Verizon and a new unlocked S21 Ultra (bought from Samsung).
The 10e is identified correctly, the Ultra is unknown. So I don't know if porting brought over info from Verizon or it's just somewhat random. Of course, about from identifying the model, little of the other stuff like checking lock status, works
Mac2vd
Newbie Caller
Hace 4 años
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.
Futbol_dad68
Network Novice
Hace 4 años
I bought it at Best Buy. Guess I should have known :(
dzedd
Roaming Rookie
Hace 4 años
Futbol.dad68 wrote:

I have the same issue, my Samsung S21 Ultra is showing up as unknown device. I was looking into Xfinity Mobile since Verizon has better coverage in my neighborhood but they're telling me my device is not compatible. It can't be true since Xfinity sells the S21 Ultra. Not sure exactly, but I'm thinking it's related to this issue, which is frustrating.

Is your device a T-Mobile branded device and if so where was it bought from ?

It it's a T-Mobile branded device bought from any authorized dealer other than TMobile directly then it's the same issue as me.
Because T-Mobile state that they can't process sim unlock requests because the IMEI isn't recognized due to it not being in their system.
Ive already filed a complaint to the FCC. Since it's unacceptable that a phone should remain sim locked with no avenue to get it unlocked due to system limitations.
Futbol_dad68
Network Novice
Hace 4 años
I have the same issue, my Samsung S21 Ultra is showing up as unknown device. I was looking into Xfinity Mobile since Verizon has better coverage in my neighborhood but they're telling me my device is not compatible. It can't be true since Xfinity sells the S21 Ultra. Not sure exactly, but I'm thinking it's related to this issue, which is frustrating.
dzedd
Roaming Rookie
Hace 4 años
fireguy_6364 wrote:

if its a TMO variant then it should already be in their system..it was branded for them after all..which if memory serves if you purchased it from another vendor it must be on their network for a certain amount of days before it can be unlocked by TMO. 40 days i believe for Post paid and a year for Pre paid or something along those lines.

It should be in their system , but it isn't in their system hence the post. Similar to when I purchased a T-Mobile device from Samsung directly.
fireguy_6364
Modem Master
Hace 4 años
if its a TMO variant then it should already be in their system..it was branded for them after all..which if memory serves if you purchased it from another vendor it must be on their network for a certain amount of days before it can be unlocked by TMO. 40 days i believe for Post paid and a year for Pre paid or something along those lines.