11 Replies Latest reply: Feb 10, 2013 12:00 PM by ZachZilla
marckoeln Level 1 (0 points)

I bought an iPhone 5 16 GB during my travel to New York in December. The people at the Apple Retail Store at 5th Av assured me that the hardware will work with all major GSM carriers in Europe ... which now turned out not to be correct.

 

Because now - back in Germany - I can not use the phone because it just does not connect with my carriere's Network (Deutsche Telekom). SIM has been cross checked in plenty of other devices (EU Version of iPhone 5 / US iPad Mini / EU iPad Mini) and it works perfect in those devices. Only in the US GSM iPhone 5 none of the tested Telekom Nano SIMs worked. What makes it even more strange is that a German o2 (Telefonica) nano SIM works in the iPhone. O2 ist Number 3 in der German market - Telekom is #1.

 

Neither German Apple Support Team nor Telekom stuff were able to assist or come up with a solution - Has anybody here heard about this issue before? Am I really the first person on earth with this problem?

 

Thanks!

  • diesel vdub Level 7 (21,995 points)

    Did you actually purchase an unlocked iPhone 5?

  • marckoeln Level 1 (0 points)

    Hi! Yes its unlocked - SIM lock free. It is supposed to work with all GSM carriers.

  • marckoeln Level 1 (0 points)

    One more info: The iPad Mini US Version operates seamlessly with Deutsche Telekom's Network and my nano SIM. It does not support LTE here but it connects to the GSM network with no problems at all. This is really surprising as both US-Versions - iPad Mini and iPhone 5 - support the same GSM bandwidths. Anybody having the same troubles like I have?

  • FelipeV Level 5 (6,470 points)

    Thats strange. It should work with DT (t-mobile Germany) as they are a supported carrier.

     

    Try reseting the iphone (push the lock/sleep button and the home button at the same time until the Apple logo appears).

  • marckoeln Level 1 (0 points)

    Hi FelipeV! Thanks for the support - I already tried this by myself and  together with the stuff from Telekom store here in Cologne. But it just doesnt connect to Telekom's GSM network. I was hoping to find somebody with the same issue here ...

  • FelipeV Level 5 (6,470 points)

    To confirm: you tried other DT SIMS  on the phone? Where those SIMs with your number or other numbers?

  • marckoeln Level 1 (0 points)

    Hey folks! Just to keep you updated: Apple Europe refused to help me. Which is - from my point of view - a giant dissapointment for a very loyal and long term client. I allways thought, Apple is a global company and cares. Dissapointing. Really dissapointing experience.

     

    - Because the information at the Apple Store I have been given was wrong

    - Because you can not find any piece of information that a GSM mobile phone does not support a GSM Network

     

    From now on my message to all my european fellows will be: Don't go shopping at Apple Retail Stores in the US. Apple Europe will give a f*** if you have a problem with the product.

  • diesel vdub Level 7 (21,995 points)

    marckoeln wrote:

    From now on my message to all my european fellows will be: Don't go shopping at Apple Retail Stores in the US. Apple Europe will give a f*** if you have a problem with the product.

    Well, this is really no surprise.  Warranty and support for iPhones have NEVER been International.  Warranty and support are only valid in the country of origin.  The only exception being devices purchased in one EU country can get warranty or support in any EU country.

  • ZachZilla Level 1 (0 points)

    Did you ever get a resolution? I'm having the same trouble now..

  • marckoeln Level 1 (0 points)

    Unfortunately not ... I sold the iPhone to a friend that is with another carrier here in Germany. It works fine in o2's network for instance. Br, Marc

  • ZachZilla Level 1 (0 points)

    Yeah pretty much the same thing you went through I've gone through. Purchased iPhone 5 16GB from the US since a coworker here has an iPhone 5 he bought and is using o2. Sprint allowed me to cancel my plan since I got orders, they wouldn't unlock my iPhone 4s which makes no sense to me but that's another story. I get here and the carriers told me it wouldn't work, told me to try T-Mobile which I am currently trying and obviously I am not having any luck. The customer service has been subpar, a headache, I'm sorry you went through that, just wanted you to know there's more than just you who went through that and there will be more after us until they get their heads out of their *****.