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 3 años
ScottEarth wrote:

syaoran wrote:

ScottEarth wrote:

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!

T-Mobile devices don't work that way. With Android, the Unlocking app needs to meet all of the conditions on the account for it to grant that unlock unless there is an override. With Apple devices, that request is passed along to Apple, which just takes even longer. Instead of a few days, expect a few weeks because Apple isn't quick about getting to unlock requests.

I bought my phone direct from Samsung, it came unlocked and now Tmobile locked it and is blaming Samsung for not getting them a "code" to unlock it. Samsung laughed because they sent an unlocked phone, there is nothing they can do after the fact. Yet Tmobile continues to LIE

Let me tell you where you are wrong and why. T-Mobile does not lock devices that are unlocked. Samsung sells devices that come unlock but lock to the first SIM provider you put in it. That will happen regardless of the carrier SIM you put in it. That's a Samsung policy and tactic! Apple does the same and so do many other manufacturers. If the device wasn't sold by T-Mobile, the IMEI has to be given to T-Mobile Support to enter into the system. Once that is done, you can make an unlock request, if you meet all of the SIM unlock requirements. Yes, those requirements even apply to devices not sold by T-Mobile! SIM unlocks can take 3 to 5 business days and sometimes longer, depending on the situation. Check the T-Mobile Unlock app to see if your permanent SIM unlock request is approved to see if it completes the unlock process.
ScottEarth
Network Novice
Hace 3 años
syaoran wrote:

ScottEarth wrote:

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!

T-Mobile devices don't work that way. With Android, the Unlocking app needs to meet all of the conditions on the account for it to grant that unlock unless there is an override. With Apple devices, that request is passed along to Apple, which just takes even longer. Instead of a few days, expect a few weeks because Apple isn't quick about getting to unlock requests.

I bought my phone direct from Samsung, it came unlocked and now Tmobile locked it and is blaming Samsung for not getting them a "code" to unlock it. Samsung laughed because they sent an unlocked phone, there is nothing they can do after the fact. Yet Tmobile continues to LIE
syaoran
Transmission Titan
Hace 3 años
ScottEarth wrote:

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!

T-Mobile devices don't work that way. With Android, the Unlocking app needs to meet all of the conditions on the account for it to grant that unlock unless there is an override. With Apple devices, that request is passed along to Apple, which just takes even longer. Instead of a few days, expect a few weeks because Apple isn't quick about getting to unlock requests.
ScottEarth
Network Novice
Hace 3 años
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!
fireguy_6364
Modem Master
Hace 3 años
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.
ScottEarth
Network Novice
Hace 3 años
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
syaoran
Transmission Titan
Hace 3 años
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.
Littleone1964
Network Novice
Hace 3 años
I bought samsung s22 Ultra unlocked from samsung I called t-mobile gave them my imei number it still show unknown drops my 5g
eli_ya
Network Novice
Hace 3 años
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.
Mac2vd
Newbie Caller
Hace 4 años
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.