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moonbot
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Joined 2 years ago
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Re: Unable to unlock Iphone 13 purchased from BB, contacted TMobile 4 Times!
Tl:Dr: Give t-mobile 2 business days, check on the status of it and if there is no update file an FCC complaint here:https://consumercomplaints.fcc.gov/hc/en-us/articles/360001201223 meanwhile,be kind to the customer service reps. They are not t-mobile or samsung or google etcand they don't control company policy. The situation we're all in isn't their fault. They know we're frustrated because they hear about it all day every day. I was in remote customer service for years and I would bend over backwards for nice reasonable people and make sure to follow up on their issues as soon as I could. Not so much for frustrated angry people. The long version: CTIA policy is that T-Mobile has2 business daysto either unlock the device, request that the OEM unlock the device, explain why the device is ineligible to unlock or explain why the OEM needs more time to process the unlock request. This is under section 12 here:https://www.t-mobile.com/responsibility/consumer-info/policies/consumer-code and on the FCC FAQ here:https://www.fcc.gov/general/cell-phone-unlocking I have had issues with carriers in the past and when you keep getting the issue kicked down the road "we'll tell you in X business days" contacting the FCC is by far the fastest way to get a resolution. Sometimes you get in a situation where a rep can't do anything directly, and don't have a break in call volume a week later to follow up on the response from the OEM.Going through the FCC just ensures that it gets in front of someone that can make sure t-mobile and the OEM coordinate and do what needs to be done. I'm going through this now. Apple replaced my phone so in my account under unlock status it just says "unknown" and I've been paying the phone off for 30 months while living in an area with no t-mobile service. I contacted T-mobile about it and they said it would 5-7 business days for them to get a response fromApple regarding the unlock. There's clearly a disconnect between what T-mobile agreed to with CTIA and what it's actually able to do. They said on the chat they were making the request at that moment and didn't say it was ineligible so 2 days seems pretty reasonable for the remaining possibilities: either Apple unlocks it or Apple says it needs more time. I'll check with T-Mobile in 2 business days and if neither of those responses are on the ticket I know it's an issue that I need theFCC to help with.2Visto0likes0Comentarios