T-Mobile will not follow through the agreement of unlocking my handset

trinidadone

hi all,

I have been a T-mobile customer for 16 years now. I recently decided to leave because of the poor retention deals offered.

My current handset is locked to the T-Mobile company. I tried to unlock my IMEI number through the T-Mobile/EE website. Tried twice and told my IMEI number does not exist.

In January, I telephoned T-Mobile c/S and they agreed to email me the unlocking code and instructions.

The deadline was 10th February. I made arrangements for my T-Mobile number to be ported to the new phone company on 11th February.

On 10th Feb, still no information. Concerned I will be without any service I purchaed a sim free candy bar costing £19.99.

I am now with the new phone company. I have telephoned a few times T-Mobile and keep geting various information, often conflicting. I am now without the use of my smartphone, and no internet/data access. I am currently paying for data on my new tarriff. I have been charged £20.47 to unlock my handset.

I have written my experiences in a letter and sent to to T-Mobile.

jb66

What model of pho e do you have?

trinidadone

Nokia Lumas 520

Kernel_Sanders

Are you confusing network unlocking with number porting? AFAIK T Mobile don't unlock phones for free.

keith1950

The lumia's appear particularly difficult to unlock, I paid one established unlocker to unlock one and he eventually refunded me and admitted defeat .

I then asked my network to unlock it and eventually after many searches they managed to provide an unlock code after about 4 weeks.

During that time they kept me updated with the progress of the search.

It could be that they have only just requested the search so they might eventually have success after another 3-4 weeks ?

trinidadone

keith1950 wrote: »

The lumia's appear particularly difficult to unlock, I paid one established unlocker to unlock one and he eventually refunded me and admitted defeat .

I then asked my network to unlock it and eventually after many searches they managed to provide an unlock code after about 4 weeks.

During that time they kept me updated with the progress of the search.

It could be that they have only just requested the search so they might eventually have success after another 3-4 weeks ?

I do get that impression, as I did attend some local unlocking places and they quoted between 30 - 45 to unlock. T-Mobile charging £20 seemed the cheaper option. The only information I have received from T-Mobile is various dates of when I will receive the unlocking information.

I really hope your wrong regarding another 3-4 weeks. I am with another company now, and really need my handset

d123

trinidadone wrote: »

I really hope your wrong regarding another 3-4 weeks. I am with another company now, and really need my handset

T-Mobile (and now EE) have always quoted 28 days for processing an unlock code, (the current quote is usually given as 20 working days).

I seem to recall that they even have a disclaimer that some phones might take 60 days.

trinidadone

d123 wrote: »

T-Mobile (and now EE) have always quoted 28 days for processing an unlock code, (the current quote is usually given as 20 working days).

I seem to recall that they even have a disclaimer that some phones might take 60 days.

thanks for this, i discovered this information AFTER receiving a text message, and being told by a agent in customer service that the process takes 20 days. I took from that, just under three weeks. I have been waiting since 21st January

Robins58

Which phone company are you now with?

If you have gone to Virgin it may work straight off.

I had Galaxy SII on Tmobile. Did not need unlocking as Vigin piggy backs on the Tmobile network. I put a Virgin sim in and it worked and saved me the unlocking fee.

trinidadone

Robins58 wrote: »

Which phone company are you now with?

If you have gone to Virgin it may work straight off.

I had Galaxy SII on Tmobile. Did not need unlocking as Vigin piggy backs on the Tmobile network. I put a Virgin sim in and it worked and saved me the unlocking fee.

I have now joined talktalk

good to hear you saved money

d123

trinidadone wrote: »

thanks for this, i discovered this information AFTER receiving a text message, and being told by a agent in customer service that the process takes 20 days. I took from that, just under three weeks. I have been waiting since 21st January

They have always specified working days, that is not 3 weeks, but around 4 weeks.