So T Mobile are unable to unlock there own phone, how to progress

Tyler_Du

My Mum has a T-Mobile Vivacity phone, I've suggested she might be better off using Ovivio.
In order to do so she contacted TM to get the phone unlocked (at a cost of £20). For over a month now TM have been fobbing her off, she has spoken to multiple departments within TM and they all say that the phone cannot be unlocked, each siting different reasons, some even claiming that the imei is wrong or not registered to her account. One advisor suggested my mum purchase another phone, register that one which would allow them to unlock the original phone.
She has been told all managers / assistant managers / superiors are in meetings and has had numerous promises of calls back that of course never happen.

Does anyone have contact details of anyone high up in TM who might be able to assist / sort out / complain to ?

grumbler

http://community.giffgaff.com/t5/Tips-Advice/Unlocking-ZTE-Crescent-T-Mobile-Vivacity-Orange-San-Francisco-2/td-p/2453453

[Deleted User]

Tyler Durden UK - It might not work for you with the phone mentioned but when I was given a T Mobile Vibe I just went down the high street and got it unlocked by a small independent phone shop for £10.

Such shops will usually tell you straight away if they can unlock the phone.

The only problem was that the voicemail number on my network didn't register in the normal setting so I just added it to the contacts list instead. Otherwise it worked perfectly after the unlock procedure.

Anoneemoose

Where was the phone purchased and was it officially registered to your mum's account?

Was it contract or payg?

grumbler

Anoneemoose wrote: »

Where was the phone purchased ...

Was it contract or payg?

What difference does it make? Vivacity was T-mobile exclusive phone, always sold locked to T-mobile.

Tyler_Du

I have tried unlocking the phone via the process in post 2, wouldn't work (on a Windows 8 laptop) None of the market traders/local phone shops could unlock it, TM were the least resort. Might try and unlock it myself using a different PC

Anoneemoose

grumbler wrote: »

What difference does it make? Vivacity was T-mobile exclusive phone, always sold locked to T-mobile.

Because if it was registered in someone else's name for e.g. It would have to be the registered owner that requested unlocking. Was just trying to check this wasn't the cause of the problem. Ok?

trinidadone

I have had huge problems with the same issue, with T-mobile. I purchased a locked T-Mobile handset from Argos. Wanted to to join talktalk. Handset locked to T-Mobile.

went back to Argos and was greeted with "we dont unlock handsets". Tried local kiosks in the high street, charging anything from £30 - £45 to unlock.

Made several calls to T-Mobile, eventually it was agreed with T-Mobile to unlock the handset within 20 days for £20.47. I should receive the unlocking code on Monday the latest (not holding my breath).

I suggest you make a complaint formally. your phone is locked to there phone company, T-Mobile needs to unlock it.

Tyler_Du

Anoneemoose wrote: »

Because if it was registered in someone else's name for e.g. It would have to be the registered owner that requested unlocking. Was just trying to check this wasn't the cause of the problem. Ok?

My mum has been the only owner of the phone

d123

My suggestion would be to try the unlock again (or ask for help at XDA Developers). The Vivacity was an easy unlock, (if I recall correctly) but it's been years since I read up on doing one (I was going to buy one when they first came out).