iPhone 7 Unlock Issue

Question

Level 1

8 points

iPhone 7 Unlock Issue

I bought an iPhone 7 recently from a third party store called BestBuy. Sold new in an Apple sealed box. I purchased it at full price under the presumption that it could be or was unlocked.

When purchasing through BestBuy they asked what carrier I have, I didn't have one at the time so the cashier selected T-Mobile. I now wonder if she skipped some prompts that would link it to a specific T-Mobile account; here's what has happened.

After purchase I went to a T-Mobile store and got a SIM. Everything worked as expected. I flew to Nicaragua bought a local SIM and installed it in the phone. The phone fails to activate letting me know the carrier needs to unlock the iPhone.

First, I reached out to T-Mobile and they attempted to unlock it but found this particular iPhone does not have an IMEI that brings up the records that would allow them to unlock it. I've reached out to them on several occasions and many of their employees are perplexed saying it must already be unlocked for them to not be able to find a record to display an unlock code. They recommend I contact Apple or BestBuy.

Second, I reach out to Apple. They sternly point me to their published online unlock procedure saying only your carrier can unlock your iPhone. [Later an internal memo is released in Apple saying they can or are willing to unlock iPhones purchased in Apple Stores.] After a few different attempts I was finally able to articulate that something might be wrong with apples activation servers. That perhaps my iPhone is not correctly linked and in so T-Mobiles interfaces with Apples activation servers doesn't seam to give them the ability to unlock the phone. They message that department and get a response back right away, nothing is wrong with apple services. Apple maintains that T-Mobile is the only one that can unlock the iPhone. We even had a three way conversation with a T-Mobile representative that clearly said, I want to unlock your iPhone but we can't find it in our system. Somehow that response from T-Mobile didn't merit Apple doing anything about it.

Third, I see no reason to attempt resolution through BestBuy. They are neither the carrier, the manufacture, or the maintainers of the activation servers. If anything they would simply speak on my behalf to either Apple or T-Mobile so I haven't bothered reaching out to them.

T-Mobile has an open support ticket for this issue but weeks have gone by without any update and I'm losing faith that it will be resolved. It seams Apple, carriers, and third party sellers of apple products are modivated to play hot potato with us consumers.

Discouraged Customer,

Eric Madden

iPhone 7, iOS 10.2.1

Posted on Apr 2, 2017 9:55 AM

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Answer 1

LACAllen

Level 8

43,494 points

Apr 2, 2017 11:05 AM in response to Ermadd

T-Mobile and/or Best Buy own this issue.

IMO, Best Buy knowingly locked you to T-Mobile without knowing your intentions for the phone's ultimate use.

Apple's servers act on and carry out directions given by the carrier as set up by the retailer at point of purchase.

Apple has no role in anything leading up to the actual activation on their servers.

What did you pay for the phone? If anything less than full retail price, you bought a flex policy phone, where the phone locks to the carrier of the SIM in it at activation time. In your case T-Mobile.

I believe only Apple sells fully unlocked phones.

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Answer 2

FelipeV

Level 6

10,738 points

Apr 2, 2017 11:14 AM in response to Ermadd

Only Apple sells unlocked phones. Any other source will most likely be locked.

Ermadd wrote:

. It seams Apple, carriers, and third party sellers of apple products are modivated to play hot potato with us consumers.

No, it is the carrier's responsibility top unlock the phone. Apple does not unlock phones no matter what you might think. That is the policy. You will have to take it up with t-mobile.

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Answer 3

Ermadd Author

Level 1

8 points

Apr 2, 2017 11:16 AM in response to LACAllen

I paid full price as mentioned in the first paragraph, discounted phones caring contractual obligations are a mute point.

Based on my discussions with Apple no iPhone 7 is by default unlocked. Verizon requested many of their sub carriers to have the unlock ability. Apple in return negociated that all Verizon linked iPhones be by default automatically unlocked. Apple claiming to sell unlocked iPhone 7 is actually a cloaked hack.

I'm disappointed because they've released a memo stating they will reverse the lock to any iPhone purchased in an Apple store but not those purchased new at full price at their designated third parties. It shows some inconsistency in customer support. I'm not meaning to rant or rail on Apple I'm simply pointing out some of what I've found out in my attempt for resolution.

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Answer 4

Ermadd Author

Level 1

8 points

Apr 2, 2017 11:21 AM in response to LACAllen

Since Apple owns the activation servers they have to provide carriers with an API to pull and supply unlock codes to us consumers. You'll find I mentioned that T-Mobile wants to unlock it but can't pull up the record set for my phones IMEI near the middle of my origional post.

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Answer 5

FelipeV

Level 6

10,738 points

Apr 2, 2017 11:23 AM in response to Ermadd

You have no idea what you are talking about.

iPhones come out of the factory in an unactivated ( or "neutral", for lack of a better word) state. The activation policy (SIM lock or unlocked) is determined when the phone is activated for the first time. Apple has nothing to do with this as the activation policy is determined by each individual carrier NOT Apple or its servers. The carrier owns the lock and not Apple.

Again, you will need to take this up with t-mobile. If they are not solving this for you, escalate it up to someone who actually knows what they are doing. This is not the first time that a carrier has fumbled a SIM lock issue.

Next time, buy the phone at an Apple Store, or better yet buy it in the country you intend to use it in.

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Answer 6

Ermadd Author

Level 1

8 points

Apr 2, 2017 11:50 AM in response to FelipeV

You say I have no idea what I'm talking about. What you're saying is true for the most part, allow me to shed light on what you failed to mention.

What you may not understand is that Apple owns the activation servers. It is not a T-Mobile owned server that controls activation of my particular phone. Apple provides an API to T-Mobile and other carriers giving the carriers control on which phone gets unlocked. The reason it's designed this way is so AT&T can't block your T-Mobile phone which would be possible if an iPhone had to go check every each carrier for unlock authorizations.

Allow me to try an analogy. Say you Filipe are in jail. The company that owns the jail assigned to you a prisoner ID number and a release number. Your local mayor realized you were wrongfully imprisoned so goes to the jails online portal to obtain your release number which when provided to the jail allows your exit. If the Mayor cannot access your release number then why say it's the Mayors responsibility to allow your release? It's an issue in the communication policy and query system that the jailer (Apple) authorizes the Mayor (T-Mobile) to use.

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Answer 7

Ermadd Author

Level 1

8 points

Apr 2, 2017 11:53 AM in response to roaminggnome

You're caught up in the old wives tail about a theoretical unlocked iPhone. Please review my responses to see how the 'unlocked' iPhone is a Verizon phone which is automatically unlocked by Apple during activation. What I'm trying to say is you're saying there's apples and oranges but really there's apples and apples.

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Answer 8

LACAllen

Level 8

43,494 points

Apr 2, 2017 11:56 AM in response to Ermadd

Apple owns the activation servers. It is not a T-Mobile owned server that controls activation of my particular phone. Apple provides an API to T-Mobile and other carriers giving the carriers control on which phone gets unlocked. The reason it's designed this way is so AT&T can't block your T-Mobile phone which would be possible if an iPhone had to go check every each carrier for unlock authorizations.

Exactly.

Apple acts on directions given by the carriers.

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Answer 9

Ermadd Author

Level 1

8 points

Apr 2, 2017 12:03 PM in response to LACAllen

Please don't misinterpret that as any carrier has control of all iPhones. Carriers are probably only given access to the phones that are assigned to them by someone (probably Apple). Apple states T-Mobile is my carrier, T-Mobile states they don't have access to my phone records which indicate T-Mobile unfortunately hasn't been granted access to control the lock/unlock state of my iPhone.

Don't get me wrong, I really appreciate the effort you and others are going through but it seams you and some others only focus on one thing to assist your point instead of considering the whole post.

If T-Mobile doesn't have the ability to unlock my iPhone because T-Mobile doesn't have access to Apples activation server records for my phone then why are you all still so set on saying it's up to T-Mobile to get access to what they aren't authorized to see?

That's like requiring a bank teller to open the vault when only the manager has the key! You're saying I should be holding the teller responsible instead of the manager. Are you stable?

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Answer 10

LACAllen

Level 8

43,494 points

Apr 2, 2017 12:22 PM in response to Ermadd

Don't get me wrong, I really appreciate the effort you and others are going through but it seams you and some others only focus on one thing to assist your point instead of considering the whole post.

This is because it's all that really matters.

T-Mobile is now, regardless of your wishes, your carrier. (and let's not forget who put you in this situation. Best Buy) You need them to resolve this.

That you have an internal memo or other insider information on Apple/Verizon/Best Buy/T-Mobile internal policy matters not.

If you had the information you need to resolve this, you wouldn't be here.

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Answer 11

FelipeV

Level 6

10,738 points

Apr 2, 2017 3:50 PM in response to Ermadd

Ermadd wrote:

If T-Mobile doesn't have the ability to unlock my iPhone because T-Mobile doesn't have access to Apples activation server records for my phone then why are you all still so set on saying it's up to T-Mobile to get access to what they aren't authorized to see?

T-mobile "lost the key" as they say they do not have your phone in their records. It is their responsibility to find the solution. Not Apple's; not anyone else. Get it? Comprende? Capisce? Comprennez-vous?

T-Moible has to rectify the situation. Something you are incapable or unwilling to understand.

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Answer 12

FelipeV

Level 6

10,738 points

Apr 2, 2017 3:59 PM in response to Ermadd

Ermadd wrote:

What you may not understand is that Apple owns the activation servers. It is not a T-Mobile owned server that controls activation of my particular phone. Apple provides an API to T-Mobile and other carriers giving the carriers control on which phone gets unlocked. The reason it's designed this way is so AT&T can't block your T-Mobile phone which would be possible if an iPhone had to go check every each carrier for unlock authorizations.

I do understand and have understood since I bought my first iPhone 10 years ago how the unlocking process works. You, on the other hand seem to NOT understand that the CARRIER HAS TO AUTHORIZE AND INITIATE THE UNLOCK PROCESS. IT DOES NOT MATTER THAT THE SERVER ARE OWNED BY APPLE. THUS TMOBILE HAS TO RESOLVE THE ISSUE OF YOUR "MISSING" PHONE. NOT APPLE.

Apple will not unlock a phone contrary of what you think or have been anecdotally told. Please cite the sources of your "internal memo"

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Answer 13

Jun 18, 2017 10:06 PM in response to Ermadd

Good day. Looks like I have absolutely the same problem with my iPhone 7. I had bought it in Best Buy and pay full price. I activate it Russia with US Luca mobile SIM card. Now the iPhone is locked for T-mobile. I tried to unlock it few times, but without success. I contact Best Buy, apple and T-mobile by phone, no positive result. I only understand that T-mobile cannot unlock my phone, because I don't even have their account number.

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