[General Topics] tomg09:
Hello,

I've been attempting, initially unsuccessfully, to get T-Mobile (US) to carrier unlock my OnePlus 9 Pro that I bought brand new on eBay. Apparently, as recently as a few months ago, all you had to do was talk with several reps (usually T-Force on X/Twitter) and eventually someone would just unlock the device for you. After speaking with 5-6 reps, the info multiple reps gave me is that several months ago, T-Mobile removed the ability for reps to "wheel and deal" unlocks for good customers - so they don't have the ability to unlock themselves, nor do they have an opportunity to escalate to someone that can. This left me without any options to have the device unlocked (and technically by T-Mobile policy, if such a policy was actually followed, I wouldn't have any options to have the device unlocked since I didn't buy it from T-Mobile directly). As the legitimate owner of a device that was very likely not stolen (it's over two years old at this point and hasn't been sold in a store in quite a while leaving ample opportunity for the victim of theft (most likely a storefront since the device is brand new / sealed) to report as stolen), T-Mobile's denial of the unlock was unacceptable in my eyes. The process I outline below undoubtedly applies to other carriers, but your experience may vary with other carriers (or even with T-Mobile). There are several mitigating circumstances that applied to my situation (long time customers, upcoming overseas trip, military, etc). This may have had an influence on the carrier's willingness to do this for me. YMMV. Also, keep in mind that the FCC closes 9/10 complaints (apparently, from what I've read) without serving them to the carrier. I don't know how likely the FCC serving your complaint is - but I've included a template complaint below for use. Hopefully this improves your chances.

First, make sure you don't owe your carrier any money on the device / that you own the device outright. Attempting to unlock when you owe money is very unlikely to be approved - after all, the carrier is trying to prevent people from unlocking devices that they are owed money on, canceling their accounts / refusing to pay, and just taking the phones to another carrier, thereby leaving the carrier with a several hundred (thousand sometimes) dollar loss (fraudulently).

Talk with a few reps and try to have them unlock. If they unlock your device, no need to proceed further. Try supervisors, multiple channels / attempts, and honestly, just try leveling with the rep. I used to do this job, and if a customer came in, was chill, and leveled with me ("I would appreciate help....this is an issue for me, can you help me out...", "is there anyone you could ask on my behalf (supervisor, etc)"), I would usually do a bit more for them than a pissed off, angry, demanding customer. Try to get "behind the mask" (behind the word tracks to the person underneath - "can you understand my frustration? Does it make sense to you, at least personally, why I would want to do this?", etc). Assuming several reps won't do this for you, continue on.

Be sure to treat the reps with respect. At least in T-Mobile's case, it legitimately isn't the reps' faults that T-Mobile is so tight fisted (but don't be afraid to be firm - you would like them to do this, and no isn't something you are content with - unless they legitimately can't do it. You may have to talk with several reps / ask around on here to see if this is actually the case or if the rep just simply doesn't know how / want to).

Go here: https://www.fcc.gov/consumers/guides/filing-informal-complaint

Click "File Your Complaint" in the section near the bottom of the page: "File a Complaint with the FCC".

Click "Phone".

Click "Start your complaint with the FCC".

Fill out required info. Under "Phone Issues" select "Equipment", and under "Phone Equipment Sub Issue", select "Device Unlocking". This is important, as it seems that the FCC is more likely to serve a device unlocking complaint vs some sort of other general complaint category.

Use the template below, and tweak to your situation / liking.

Wait a day or two. The FCC will notify you whether or not your complaint has been "closed" (no action taken, the carrier won't even know it happened), or "served" (meaning the carrier is required to respond - usually by contacting you directly - I got a phone call, although they are not necessarily required to give you what you want - just contact you and explain their policy).

Wait until your carrier responds (assuming your complaint was "served"). It might just be that if the carrier just doesn't want the hassle, they may approve an unlock ("a one time courtesy" they told me - hah, we'll see in the future). If so, you're done. Enjoy your unlocked device.

They may also sidestep your complaint and not actually address the issue ("Our policy is....."). In my complaint below, I bring up several issues with their policy and how it doesn't conform with the spirit of a consumer wireless agreement they signed and use in their advertisements. In the event they don't actually address your points, you can actually respond to the FCC email informing you that your complaint was "served" and add additional information - like "My carrier issued a response, but did not address the points I make in my complaint - such as point 1, point 2, etc". If it gets to this stage, it's unlikely the carrier will approve the unlock. Unfortunately, that's just how it is. But if there are enough similar, unlock-specific complaints to the FCC, the FCC may take action (unlikely though).

Hopefully this info is helpful. It worked for me, but may not work for everyone / every carrier. And obviously, this applies to the US only (the FCC doesn't regulate carriers outside the US). Good luck!

Template complaint (obviously amend the details to fit your situation - the carrier will be able to see the history of interaction with CSRs). I would add - I think that all major US carriers have signed the CTIA, but I'd double check your carrier - just do a google search: