Rogers official Unlocking

**ceredon** · 01-04-2011, 09:49 AM

Originally Posted by gummcgay

Was the guy unlocking your phones from tier 2 tech support (as DrewDS mentioned in his post) or from Retentions? The lady I talked to was from retentions. I even said to her that I don't mind them re-locking my phone after my stay in HK, but no use. Maybe I should try another time. After all, there is still a contract binding my service to Rogers, and I am still paying the service while I am in Hong Kong.

I am not sure. When I unlocked my own iP4 it was Tier 2 technical support. When I did my dad's they didn't mention what dept I was speaking to. You reasoning is valid, but Rogers doesn't agree. I totally agree, that the contract/ECF is what binds me to them. They lose nothing if I use another carrier when away. It's not like I would choose to pay their roaming rates. I would more likely buy a local prepaid phone/plan package than to pay those extortionist rates.

**DrewDS** · 01-04-2011, 09:32 PM

The iPhone I had unlocked was registered to a line that is on a student plan, only 2 months into the contract. They didn't want to unlock because of the commitment, but as you know you are required to sign a term to get the student prices. I pushed this as the reason the line was on commitment.

In addition, yes, it is tier 2 support/unlock team that physically does the unlock. It appears as most will flat out refuse if you're on contract, however in my case both of the times it appears as if retentions was able to authorize them to do it for me. So if you can convince retentions to convince the unlock team and explain the 'situation' and give the go ahead, you're gold.

**surfguy17** · 01-04-2011, 09:33 PM

how would this work with someone who had a blackberry? all i see are posts about iphone unlocks

**E2EK1EL** · 01-04-2011, 09:46 PM

Originally Posted by surfguy17

how would this work with someone who had a blackberry? all i see are posts about iphone unlocks

eBay - $2.99

**drunkgoat** · 01-05-2011, 12:09 AM

Why do we have to pay for unlocks of carrier branded phones in Canada? AT&T gives out unlock codes for free.

**mtheory** · 01-05-2011, 05:13 PM

I've just tried a few times; they apparently have no idea what a "tier 2" technical support person is, and I asked both tech support department and unlocking department.

The unlocking dept. is still denying any request for unlocking, even after I mentioned that I've been on contract for 3 years prior to my current contract, I've paid all my bills in good standing.

Any tips on getting retentions to explicitly state it in your notes to tell the unlocking dept. to do the unlock?

**mtheory** · 01-05-2011, 10:12 PM

Has anyone tried escalating to OoP about unlocks?
The retentions department promised and noted an exception for an IP4 unlock for the Unlock dept., but they're not willing to do it even with with the documented notes.

**DrewDS** · 01-05-2011, 10:47 PM

If it helps at all, again, in both of my cases the retentions reps put me on hold while they directly spoke to the unlock department and briefed them on the situation/authorized them, then put me through to the department to actually process the unlock. They never connected me directly to the unlock department to discuss the situation with them.

Also, any rep that tells you that the system 'isn't letting them do it' is likely full of crap and just throwing excuses out there or doesn't know what they're doing.

**WorldIRC** · 01-05-2011, 10:53 PM

Originally Posted by mtheory

Has anyone tried escalating to OoP about unlocks?
The retentions department promised and noted an exception for an IP4 unlock for the Unlock dept., but they're not willing to do it even with with the documented notes.

Maybe retentions isn't authorized to make such a request?

**mtheory** · 01-05-2011, 11:12 PM

Originally Posted by DrewDS

If it helps at all, again, in both of my cases the retentions reps put me on hold while they directly spoke to the unlock department and briefed them on the situation/authorized them, then put me through to the department to actually process the unlock. They never connected me directly to the unlock department to discuss the situation with them.

Also, any rep that tells you that the system 'isn't letting them do it' is likely full of crap and just throwing excuses out there or doesn't know what they're doing.

That's exactly what happened, except when the CSR came back on the line after talking to Unlocks, he was unsuccessful in getting them to honor the exception.

Still contemplating if contacting OoP is the way to go, or call back asking for a manager and mentioning the CCTS if they keep giving me the runaround.

**CGY Guy** · 01-05-2011, 11:17 PM

Well, the longer Rogers waits to unlock, the more vendors that will sell them in time, and cheaper. I guess they've never heard of the phrase "Make hay while the sun shines", or "Strike while the iron is hot".

Idiots.

**BellVictim** · 01-06-2011, 05:24 AM

Originally Posted by CGY Guy

Well, the longer Rogers waits to unlock, the more vendors that will sell them in time, and cheaper. I guess they've never heard of the phrase "Make hay while the sun shines", or "Strike while the iron is hot".

Rog has no interest in making money from unlocking - their offer to unlock is only to appease the legislators, and not to actually unlock devices in a way that is useful to cx's.

Hence my suggestion that the Rog unlock offer is merely a Potemkin Village sort of smoke-and-mirrors.

Idiots.

Yes, but for other reasons : )

**ceredon** · 01-06-2011, 07:43 AM

Originally Posted by BellVictim

Rog has no interest in making money from unlocking - their offer to unlock is only to appease the legislators, and not to actually unlock devices in a way that is useful to cx's.

Then all the more reason they are fools. Their reasoning (not just Rog, but all carriers) for locking phones is flawed and should in many ways be considered illegal. The only reason for them to lock them is to prevent customers from using those phones on other carriers. What possible reasoning could be used to allow this restraint of trade? Certainly it should have nothing to do with the contracts. Customers are bound by the contracts to continue to do business with Rogers or face the penalties, but this should have no bearing on who else their customer many do business during the term of that contract. One could argue they don't want us using phones from them with other carriers so they can continue to collect roaming fees. This falls down, because I can use another phone and they still lose the roaming fees and again because though I may have bought the phone from them, it is my phone and they should not be able to dictate to me with whom I may do business.

If they were smart, they would see this as a money making opportunity. Since they are allowed to lock the phones (though I think they shouldn't be allowed to) then unlocking them for some unjustified price, say $50, is pure profit for them. This would be illegal in other industries, but since they are allowed, why not ramp up this clear racket into a money making enterprise? They love to come up with mandatory fees to charge, whether one time activation/admin/service fees or monthly SAF/GRRF fees. Here is their chance to charge an optional fee, that is purely profit and would be a potential bonanza for them. Imagine if you car company was allowed to sell you intentionally broken/defective products and were allowed to charge you an outrageous fee to fix the problem. Immoral and unethical, sure, but they are doing it already. Why not do it on a larger scale?

**iridescence** · 01-06-2011, 08:47 PM

Originally Posted by WorldIRC

Maybe retentions isn't authorized to make such a request?

They're not. The customer has to be eligible as per the guidelines, otherwise the unlocking team will say no. Any smart retentions rep will be aware that they can't over-ride the Unlocking team.

Mtheory, it's possible that OoP would be willing to help you out if it's documented, but I wouldn't be surprised if they simply say that the retention rep was in error.

**DrewDS** · 01-08-2011, 02:27 AM

Originally Posted by iridescence

They're not. The customer has to be eligible as per the guidelines, otherwise the unlocking team will say no. Any smart retentions rep will be aware that they can't over-ride the Unlocking team.

Mtheory, it's possible that OoP would be willing to help you out if it's documented, but I wouldn't be surprised if they simply say that the retention rep was in error.

So then what happened involving 4 different reps (2 retentions, 2 unlock) with me? I wasn't within the so called guidelines, yet I was able to get what I wanted.

Retentions authorized/convinced unlock to take my request first time around. I pulled the plug accidently. Called back to tech, who attempted to connect me to unlock directly based on the notes on my account. Unlock rejected the call cause I wasn't within the guidelines. Asked to talk to retentions from there, explained again to the retentions rep who gave me a very hard time, unlock took my call AGAIN after retentions spoke to them.

Coincidence? I doubt it.

Retentions is almost certainly authorized.