Unlocking problem

[DaveCutler]

Hi all,

I purchased a new iPhone 12 Mini from TF over 2 months ago and when I started to activate it and transfer my existing number to this phone it turned out that TF messed something up (what a surprise) and registered this phone as an eSIM-only device in their database and it could not be activated. I had to go through several hoops of technical support until I reached a knowledgeable agent who was able to fix their database and activate the phone. Now it's been over 60 days of this phone being active and it was not unlocked automatically, which usually happens to iPhones. I called the unlocking department and they say that this phone was never associated with my phone number and that I apparently moved the sim card from my old phone (which I didn't, I used a brand new SIM card when transferring the line to this phone) and other ******** like suggesting to buy a new SIM card, get a new phone number, activate the phone with this new SIM card and new number, wait for 60 more days and have it unlocked, which of course does not work for me as I need my old number. Other that this non-sense the unlocking department can't offer me anything. When I asked to transfer me to their supervisor they said they don't have supervisors.

My question is - is there a higher level entity/institution that can help me resolve this mess caused by TF?

Thanks.

[kaZZoo]

Text UNLOCK to 611611
what is the reply ?

[Joshtt]

I have only done it once but there is the better business burea complaint, and I think the FCC, you could also try tf corporate
800-626-4883 extension 3324 this is the managers line. others probably have other better info. keep trying.I was told on my last
unlock amonth ago 12 months etc then a agent unlocked it in a few minutes after multiple calls..

In fact I tried to get a phone unlocked today and was informed I would have to wait another 10 months, they said my phone was somehow
linked to tmobile, I had waited 2 months I needed 10 more months.., It was bizzare in that I asked for a supervisor and they said we are the department and you could go no further same as you.

I was sort of Honest when asked why I wanted it unlocked I said because if I wanted to sell it its worth more unlocked and it gave me more options

it was weird he wouldn't budge and then I explained I purchased the phone from the tracfone store knowing it would unlock in 2 months and read him the 2month policy for unlocking and I said isn't it a tracfone company verizon? thats thats where it was the last 2 months not t mobile. i didn't change a sim or anything ...

anyways after that he took my email and said oh I made a mistake your phone is unlockable??? it will unlock in 3 days..
5 minutes later it unlocked..

anyways it was strange he changed his tune so quick butusually its pretty straightforward.. last 2 unlocks have been like this...

hopefully others can give you some better links also, I would say you have the managers line and try calling the unlock
department again with a different agent...

[DaveCutler]

Text UNLOCK to 611611
what is the reply ?

It says I'm using my own device and that I should contact the place where I purchased it.

[DaveCutler]

I have only done it once but there is the better business burea complaint, and I think the FCC, you could also try tf corporate
800-626-4883 extension 3324 this is the managers line. others probably have other better info. keep trying.I was told on my last
unlock amonth ago 12 months etc then a agent unlocked it in a few minutes after multiple calls..

Thanks a lot for the contacts! I will try calling the corporate number on Monday.

Since I made this post I called the unlocking department a couple more times. The 1st agent said that he sees that the phone is eligible for unlocking and that I should update to the latest iOS available, reboot the phone and at that point it should be unlocked. Naturally, it didn't work. The 2nd agent said that they need to do something manually and this requires the involvement of higher department and that they will be available on Monday from 8 am till 6 pm. During these multiple exchanges one of the agents asked whether the reason I wanted it to unlock was leaving TF and I said that I need it unlocked for international trips, which is true (I don't really plan to leave TF as I have lots of mins/texts/GB and honestly I don't have much to complain about in TF in day to day life, unless it comes down to interacting with their support, which often times is messed up af).

[hpham]

@Dave
Did you use the SIM that came with the i12? Sounds like somehow it was treated as a BYOD phone.

[DaveCutler]

@Dave
Did you use the SIM that came with the i12? Sounds like somehow it was treated as a BYOD phone.

Yes, I used the bundled SIM card for activating it. The problem comes from the phone being mistakenly registered in their database as a eSIM-only device, thus it could not be activated without their tech support manually tweaking something in their system.

[DaveCutler]

Just wanted to give an update: before calling Tracfone today, I decided to check the phone to make sure it was still locked - and it was unlocked, so TF unlocked it in background, so my problem is resolved now. Thanks everyone.

[zapjb]

Nefariousness disguised as incompetence that's TF.