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New Member
Posts: 5
Registered: ‎03-18-2019

Re: Bought an iPhone X unlocked from BB, somehow is now locked to Tmobile?

I really wish your salespeople would make this clear.  I bought two iPhones at full price and I'm stuck in the same boat as these other people. Why would I pay full price for a phone that I know is soon going to be locked?  This is messed up. TMobile says they can't unlock it because I didn't buy it from them and apparently BB is no help.  

Posts: 5,091
Topics: 42
Kudos: 472
Solutions: 285
Registered: ‎12-23-2016

Re: Bought an iPhone X unlocked from BB, somehow is now locked to Tmobile?

Hi, swood58585c3,

 

Welcome to the Best Buy Community forums. Thanks for reaching out about your iPhone purchase.

We sell universal iPhones rather than unlocked phones, and carriers will generally lock those phones to their network when a SIM is inserted. I’m sorry if this wasn’t made clear to you.

 

I’d be happy to review your purchase to see if there is anything we can do to help out, here. In most cases, the carrier will need to do the unlocking, but I can at least check this out and see what’s possible here.

 

Please send me a private message, by using the link in my signature. I’ll need your name, email address, phone number, and the customer service PIN from the bottom of your receipt, if you have it.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-18-2019

Re: Bought an iPhone X unlocked from BB, somehow is now locked to Tmobile?

 

Just a follow up for others in my situation that might find this thread. I had to push to get my case escalated with T-Mobile, and also opened a case with Apple.  I cross shared info between the two cases and somewhere in there TMO talked with Apple and my iPhone is now unlocked.  More work than it should have been, but I'm glad to have my iDevice back.

 

 

Posts: 199
Topics: 6
Kudos: 34
Solutions: 12
Registered: ‎11-23-2018

Re: Bought an iPhone X unlocked from BB, somehow is now locked to Tmobile?

swood58585c3,

 

We're happy to hear you were able to unlock your phone with the help of T-Mobile and Apple! If you have any other questions or concerns please let us know.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-25-2019

Re: Bought an iPhone X unlocked from BB, somehow is now locked to Tmobile?

That's great, how did you cross share the information and get them to coordinate with one another? I can't ever get them to be on the same page and they both think that the other should be handling the case. Could you provide me with some info on who you might've spoken to and how long it took? 

New Member
Posts: 3
Registered: ‎02-25-2019

Re: Bought an iPhone X unlocked from BB, somehow is now locked to Tmobile?

That's great, how did you cross share the information and get them to coordinate with one another? I can't ever get them to be on the same page and they both think that the other should be handling the case. Could you provide me with some info on who you might've spoken to and how long it took?