09-02-14 11:06 AM
61 123
tools
  1. cbvinh's Avatar
    I stopped by a T-Mobile store and asked if I could use a non-T-Mobile SIM to unlock the Q10. They said that any old, unused SIM's are shredded. They suggested the AT&T shop across the street, so I went over there. They also shred old, unused SIM's and this time I got a reason: It might contain customer data. (Seems like a reasonable policy.) They couldn't give me a new SIM (unless I was a customer), but let me use a demo SIM. When inserted into the Q10, a notification was given:

    "SIM Card Blocked
    The device is Network locked. Contact your service provider."

    I proceeded to Settings->Security and Privacy->SIM Card then Unlock Network and entered the Unlock Code. I clicked on the eye icon to see the code as I type. I carefully check the digits I entered, though I took too long and the whole line was blanked out just as I hit OK, which eliminated another try! (Since the Unlock Network entry field is treated as a password field, it probably times-out as a precaution. I can't see any reason why it should be treated as a password field. It only causes more trouble!) I tried the digits again and it didn't say it was successfully entered. I'm down to 6 more tries.

    1st attempt with T-Mobile SIM said "Network code entered successfully" but didn't unlock
    2nd attempt with T-Mobile SIM said "Network code entered successfully" but didn't unlock
    3rd attempt with AT&T demo SIM blanked out with time-out so didn't unlock
    4th attempt with AT&T demo SIM didn't say "Network code entered successfully" and didn't unlock

    I took the Q10 back over to T-Mobile and this time, one of the techs said he could unlock it for me. He found an AT&T SIM and we double checked the IMEI, the Unlock Code sent to me and found a discrepancy. The IMEI they had in their system had a different last digit so he suspected that maybe the Unlock Code I was emailed might be wrong!

    [The question, at this point, is why does the phone say, "Network code entered successfully", on the first two attempts when it doesn't actually unlock? Is it just saying that I entered 16 digits, which is kind of useless unless it allows more attempts with the wrong number of digits? Or does it run some kind of checksum but ultimately doesn't unlock?]

    The tech suggested I contact Customer Care and get the Unlock Code again, making sure that the last digit in the IMEI in their system is correct. That's where I'm at.
    08-06-14 12:55 AM
  2. raino's Avatar
    Where did you get the IMEI (the "incorrect" one) from? I recently unlocked a couple of phones (non-BB,) and the IMEIs listed on my.t-mobile.com were actually off in the last digit. I had given TMO the wrong IMEIs, but luckily they had the right ones.
    08-06-14 09:02 AM
  3. cbvinh's Avatar
    Where did you get the IMEI (the "incorrect" one) from? I recently unlocked a couple of phones (non-BB,) and the IMEIs listed on my.t-mobile.com were actually off in the last digit. I had given TMO the wrong IMEIs, but luckily they had the right ones.
    So far, there's three IMEI's I've seen:

    1. IMEI in Settings->About->Hardware, which matches what is under the battery, 15 digits.
    2. IMEI by calling *#06#, which is 17 digits. The first 15 digits match exactly and there are two additional digits.
    3. my.t-mobile.com, Phone->Check device unlock status, which is 15 digits, where the last digit doesn't match what is shown in 1.

    I consider the "correct" one to be in 1. The original IMEI I gave them was the one in 1 and I'm suspecting that they're generating the Unlock Code from 3. Or perhaps they need to generate it from 3, even though the last digit doesn't match what is printed on the phone?
    08-06-14 11:21 AM
  4. raino's Avatar
    In my case, #3 were the ones I gave them, but their emails listed #1 or #2 (both were the same in my case.) I called them to see if a correction was needed and the lady pretty much told me to not go off of #3, and go off of #2 (I say #2 specifically, because she told me to get it from *#06#) So maybe you want to go off of #2 as well?
    08-06-14 01:34 PM
  5. lui22's Avatar
    I stopped by a T-Mobile store and asked if I could use a non-T-Mobile SIM to unlock the Q10. They said that any old, unused SIM's are shredded. They suggested the AT&T shop across the street, so I went over there. They also shred old, unused SIM's and this time I got a reason: It might contain customer data. (Seems like a reasonable policy.) They couldn't give me a new SIM (unless I was a customer), but let me use a demo SIM. When inserted into the Q10, a notification was given:

    "SIM Card Blocked
    The device is Network locked. Contact your service provider."

    I proceeded to Settings->Security and Privacy->SIM Card then Unlock Network and entered the Unlock Code. I clicked on the eye icon to see the code as I type. I carefully check the digits I entered, though I took too long and the whole line was blanked out just as I hit OK, which eliminated another try! (Since the Unlock Network entry field is treated as a password field, it probably times-out as a precaution. I can't see any reason why it should be treated as a password field. It only causes more trouble!) I tried the digits again and it didn't say it was successfully entered. I'm down to 6 more tries.

    1st attempt with T-Mobile SIM said "Network code entered successfully" but didn't unlock
    2nd attempt with T-Mobile SIM said "Network code entered successfully" but didn't unlock
    3rd attempt with AT&T demo SIM blanked out with time-out so didn't unlock
    4th attempt with AT&T demo SIM didn't say "Network code entered successfully" and didn't unlock

    I took the Q10 back over to T-Mobile and this time, one of the techs said he could unlock it for me. He found an AT&T SIM and we double checked the IMEI, the Unlock Code sent to me and found a discrepancy. The IMEI they had in their system had a different last digit so he suspected that maybe the Unlock Code I was emailed might be wrong!

    [The question, at this point, is why does the phone say, "Network code entered successfully", on the first two attempts when it doesn't actually unlock? Is it just saying that I entered 16 digits, which is kind of useless unless it allows more attempts with the wrong number of digits? Or does it run some kind of checksum but ultimately doesn't unlock?]

    The tech suggested I contact Customer Care and get the Unlock Code again, making sure that the last digit in the IMEI in their system is correct. That's where I'm at.
    I knew this would happen. You should have had him call customer care. The reason I kept telling you to go to T-Mobile is so that they document everything and escalate it if if it needs to be. Take it from an ex rep, which I probably should have said since the start in hindsight.

    Posted via CB10
    08-06-14 02:19 PM
  6. cbvinh's Avatar
    In my case, #3 were the ones I gave them, but their emails listed #1 or #2 (both were the same in my case.) I called them to see if a correction was needed and the lady pretty much told me to not go off of #3, and go off of #2 (I say #2 specifically, because she told me to get it from *#06#) So maybe you want to go off of #2 as well?
    I submitted #1 and got the Unlock Code from that... at least I think I did. The email I got had the IMEI I told Live Chat and the Unlock Code. The tech at the store suspected that the Unlock Code actually came from Live Chat submitting the IMEI from #3 via some automated system. He said I should have Customer Care correct it in the system and resubmit for the Unlock Code.

    As far as #2 and #1, their system only takes in 15 digits, so the extra two digits from #2 wouldn't be used anyway. #1 and #2 are essentially the same.
    08-06-14 02:36 PM
  7. cbvinh's Avatar
    I knew this would happen. You should have had him call customer care. The reason I kept telling you to go to T-Mobile is so that they document everything and escalate it if if it needs to be. Take it from an ex rep, which I probably should have said since the start in hindsight.
    The tech actually mentioned about having Customer Care escalate and not necessarily him. Can he have Customer Care cut through the red tape and escalate immediately?
    08-06-14 02:38 PM
  8. lui22's Avatar
    The tech actually mentioned about having Customer Care escalate and not necessarily him. Can he have Customer Care cut through the red tape and escalate immediately?
    I would do that usually I'd ask for tier 2 but it's up to the reps discretion and how willing customer care is in complying. Go to the store have him call and have him "reprisent" you


    Posted via CB10
    08-06-14 09:36 PM
  9. cbvinh's Avatar
    Update:

    It's more convenient for me to do Live Chat than call (long hold before getting picked up) or visit a store, so I gave Live Chat another try.

    This morning, I requested the Unlock Code again and I received it later in the afternoon. It was exactly the same Unlock Code... even though I presented the three IMEI's I've found (*#06#, under the battery, and my.t-mobile.com).

    I contacted Live Chat again and summarized the situation to the new rep. The rep escalated and said I would be contacted in 24 hours via email or voice by an unlocking specialist. (Interestingly, the rep said the last digit didn't matter, as it's in the same "family range"?)

    Now I wait again...
    08-07-14 08:14 PM
  10. raino's Avatar
    When I had called for my two unlock codes, the rep asked me to read out the two IMEIs to him. I got the impression he did so more to confirm I was unlocking the right phones or something, rather than to jot down the IMEIs to generate the codes for (I had to read them out just once.) IOW, I think TMO already has the correct IMEI#s, even if they ask you for it.

    If this is true, I would think the chances for human error are lower. I'm assuming when they submit the request onwards, they copy paste the IMEI, so that should reduce the chances of typos. Hopefully the form is set up to accept the right number of digits too (so they can't submit a 14 digit IMEI,) so why does this happen?
    08-07-14 08:22 PM
  11. cbvinh's Avatar
    When I had called for my two unlock codes, the rep asked me to read out the two IMEIs to him. I got the impression he did so more to confirm I was unlocking the right phones or something, rather than to jot down the IMEIs to generate the codes for (I had to read them out just once.) IOW, I think TMO already has the correct IMEI#s, even if they ask you for it.

    If this is true, I would think the chances for human error are lower. I'm assuming when they submit the request onwards, they copy paste the IMEI, so that should reduce the chances of typos. Hopefully the form is set up to accept the right number of digits too (so they can't submit a 14 digit IMEI,) so why does this happen?
    The IMEI they have on my.t-mobile.com has the last digit different than what is under the battery and through About in Settings. The most recent Live Chat rep seemed to indicate that it didn't matter that the last digit is different - that's the "interesting thing" I noted. The store tech thought perhaps that the Live Chat reps had been submitting what T-Mobile has on file instead of what I've been pasting into the Live Chat... though every Unlock Code email I've gotten (two so far) has the IMEI that I submitted (the one under the battery and via About in Settings).
    08-07-14 09:00 PM
  12. cbvinh's Avatar
    Update:

    I contacted Customer Care after waiting 24 hours since an unlocking specialist didn't contact me. I summarized my situation to the rep and she agreed that I should be transferred directly to an unlocking specialist while I was on the line. I was transferred and the unlocking specialist heard my summary and gave me three options:

    1. Find another non-T-Mobile SIM (i.e. borrow from a friend) and try the Unlock Code again. Hopefully it would work on the next try.
    2. Escalate further and get a BlackBerry tech involved. She would be able to get the tech on the line, but she didn't think that would really change the situation if #1 didn't work. (It was nice to hear that T-Mobile and BlackBerry were still in contact with each other to support customers.)
    3. Start proceedings on exchanging the Q10 right away. She felt that I had already did the proper things and perhaps there was something wrong with the device's ability to unlock. I was a bit concerned about this option since T-Mobile no longer carries the Q10, but she said she had already checked inventory and Q10's were available for exchange.

    I opted to try #1, then proceed to #3 if it didn't work. Instead of looking for another SIM, I went to another T-Mobile store, in a more touristy area. A rep there was ready to help me. He had plenty of extra SIM's to use. The first SIM was SIM-locked, which was interesting to see the Q10 report. There was a password request by the Q10 right after it booted up. The next SIM didn't have that problem, but after he entered the Unlock Code, nothing happened. He noted what he tried into my account's memo and said I should proceed to have the Q10 replaced.

    I should be getting a callback from the unlocking specialist on Tuesday morning to start the exchange process...
    08-10-14 07:49 PM
  13. Branta's Avatar
    The IMEI they have on my.t-mobile.com has the last digit different than what is under the battery and through About in Settings. The most recent Live Chat rep seemed to indicate that it didn't matter that the last digit is different - that's the "interesting thing" I noted.
    There's the clue. If only the last (15th) digit is wrong (the checksum) there is an error and one or other 15 digit string is not valid. You calculated and verified the checksum on the IMEI displayed from your phone, so it is likely the error is in TMo records. I think they have probably been entering an invalid number to generate the unlock code.
    08-11-14 07:44 PM
  14. raino's Avatar
    There's the clue. If only the last (15th) digit is wrong (the checksum) there is an error and one or other 15 digit string is not valid. You calculated and verified the checksum on the IMEI displayed from your phone, so it is likely the error is in TMo records. I think they have probably been entering an invalid number to generate the unlock code.
    I'm not sure this is the problem. Like I said, I had them unlock two phones recently, and ran into the same problem--incorrect last digit listed online. You can't initiate an unlock request online, so when I called, the rep made me read out the IMEI numbers, didn't correct me on the last digit, but ultimately did submit the correct IMEIs--and this was a frontline rep, not some specialized unlocking department guy. So while their online portal should not be relied upon for IMEIs, their reps do seem to have the right IMEIs.

    I wish the OP had taken the "we can connect you to BB" option. But now I'm just being selfish
    08-11-14 07:54 PM
  15. lui22's Avatar
    I'm not sure this is the problem. Like I said, I had them unlock two phones recently, and ran into the same problem--incorrect last digit listed online. You can't initiate an unlock request online, so when I called, the rep made me read out the IMEI numbers, didn't correct me on the last digit, but ultimately did submit the correct IMEIs--and this was a frontline rep, not some specialized unlocking department guy. So while their online portal should not be relied upon for IMEIs, their reps do seem to have the right IMEIs.

    I wish the OP had taken the "we can connect you to BB" option. But now I'm just being selfish
    You can initiate online and you can check the device unlock status online aswell
    08-11-14 11:12 PM
  16. raino's Avatar
    You can initiate online and you can check the device unlock status online aswell
    Initiate how? Through chat? That's essentially the same thing--you're talking to reps, and they're going to look into their system and find an IMEI that may not match what TMO displays online under Phone>Check device unlock status.
    08-12-14 12:17 AM
  17. cbvinh's Avatar
    Update:

    Yesterday afternoon I was left a message from a rep who said she was following up from Live Chat. She said the situation was escalated to having a BlackBerry tech and that the ticket window was only for 72 hours so I should call back as soon as possible. I called back in the evening, spoke to Customer Care, who had all the details in front of them from the account memo, and I was transferred directly to "BlackBerry support".

    "BlackBerry support", it turned out, was actually someone within T-Mobile who was more familiar with BlackBerry's than other unlocking specialists. We went over the IMEI discepancy and he said that the one online, from my.t-mobile.com, isn't representative of the one they would normally submit. They would request the *#06# IMEI, or from Settings, from the customer. The last digit, he said, didn't figure into the Unlock Code, which in a way, makes sense since it's a checksum. He said I should try the Unlock Code one more time with the one combination I hadn't tried before: no SIM in the phone. (Previous attempts were with a T-Mobile SIM, and two different AT&T SIM's) It didn't work. He said he would proceed with exchanging the device.

    I was given the option of replacing the Q10 with an LG G2 and adding device insurance. I declined both and requested another Q10, which would be shipped with an estimated delivery time of eight days. Perhaps I should have requested next day since I would have to go over the whole unlock procedure again with the new Q10? (I'm not in a huge rush, as I'm making my unlock request well in advance of my trip. The long lead time, though, is now cut further. It's been 10 days already and I have 8 days to wait for the new Q10 before trying to unlock it.)

    As for checking the unlock status of a device: Once T-Mobile issues an Unlock Code, the online account info says the device is unlocked, whether you've actually been able to unlock the device or not. My account info says the Q10 is unlocked.
    raino likes this.
    08-12-14 11:53 AM
  18. cbvinh's Avatar
    Update:

    I received the replacement Q10 yesterday. T-Mobile sent the Q10 sans battery and backcover, which was fine and Customer Care did tell me that over the phone prior to shipping. The packaging they sent it in doubles as the return packaging for my troubled Q10 that I had issues unlocking. The replacement Q10 was assembled in Canada, unlike the other one, which was assembled in Mexico. Other than that, it feels the same.

    I did the device switch option with BlackBerry Link. The backup phase went fine. The restore phase, however, never completed properly. The first time was my fault, as I had the MacBook Air still set to the default of 2 minutes before going to sleep. That hung the restore, but I was able to resume after some long waits watching the rotating arrows. The next two restores were met with "usb device disconnected" problems. I eventually gave up, as it was getting late, and some of the settings did transfer across okay. I ended up setting preferences again on things that didn't quite restore. Native BlackBerry apps made it fine. Amazon Appstore and Snap installed apps didn't make it but easy enough to reinstall. (I wonder how BlackBerry will deal with this once the Amazon Appstore becomes official...)

    One interesting thing about BlackBerry Link was that the restore gave the replacement Q10 the same device name as the original. It was confusing to see two devices with the same name. Which had the backup data and which was the replacement? The replacement was probably the second one listed?

    I'm in the long process of doing a Security Wipe now, before sending the original Q10 back to T-Mobile.

    Now off to get an Unlock Code...
    08-19-14 01:17 PM
  19. lui22's Avatar
    Update:

    I received the replacement Q10 yesterday. T-Mobile sent the Q10 sans battery and backcover, which was fine and Customer Care did tell me that over the phone prior to shipping. The packaging they sent it in doubles as the return packaging for my troubled Q10 that I had issues unlocking. The replacement Q10 was assembled in Canada, unlike the other one, which was assembled in Mexico. Other than that, it feels the same.

    I did the device switch option with BlackBerry Link. The backup phase went fine. The restore phase, however, never completed properly. The first time was my fault, as I had the MacBook Air still set to the default of 2 minutes before going to sleep. That hung the restore, but I was able to resume after some long waits watching the rotating arrows. The next two restores were met with "usb device disconnected" problems. I eventually gave up, as it was getting late, and some of the settings did transfer across okay. I ended up setting preferences again on things that didn't quite restore. Native BlackBerry apps made it fine. Amazon Appstore and Snap installed apps didn't make it but easy enough to reinstall. (I wonder how BlackBerry will deal with this once the Amazon Appstore becomes official...)

    One interesting thing about BlackBerry Link was that the restore gave the replacement Q10 the same device name as the original. It was confusing to see two devices with the same name. Which had the backup data and which was the replacement? The replacement was probably the second one listed?

    I'm in the long process of doing a Security Wipe now, before sending the original Q10 back to T-Mobile.

    Now off to get an Unlock Code...
    The replacement should be the one matching the numbers on the box and the origins should the one machine the numbers the original came in

    Posted via CB10
    08-19-14 04:39 PM
  20. cbvinh's Avatar
    Update:

    I received the Unlock Code within four hours after contacting Live Chat yesterday. That was cool. Unfortunately I left work later than planned so wasn't able to stop by a T-Mobile store. I wanted a T-Mobile store rep to do the honors on the first attempt so that it would be documented. Today I was able to do that. The rep entered the Unlock Code twice and it didn't unlock both times. He had me try it once and it didn't work either. We checked the Unlock Code we had written down against the email I received and what was recorded online with the account. We didn't make a mistake. Since this is an entirely different Q10 than my original Q10, I'm beginning to suspect that either:

    1. T-Mobile is getting the wrong Unlock Code from BlackBerry for Q10's or
    2. There's a software issue with the Q10

    I mentioned that I have a Z10 as well and the store rep suggested that I get that unlocked instead. He said he had unlocked a customer's Z10 before and it unlocked on the first try.

    I contacted Live Chat after getting home and the online rep said she couldn't issue me another "successful" Unlock Code. Only two per line. I told her that I've received two Unlock Codes for two different Q10 and have had no success yet. She said she'd escalate to the SIM Unlock Team and I would get a call tomorrow...
    08-20-14 11:28 PM
  21. raino's Avatar
    I contacted Live Chat after getting home and the online rep said she couldn't issue me another "successful" Unlock Code. Only two per line. I told her that I've received two Unlock Codes for two different Q10 and have had no success yet. She said she'd escalate to the SIM Unlock Team and I would get a call tomorrow...
    That first unlock request shouldn't even count, you had to send the phone back in!
    08-20-14 11:35 PM
  22. cbvinh's Avatar
    That first unlock request shouldn't even count, you had to send the phone back in!
    The second shouldn't count as "successful" either!
    08-20-14 11:41 PM
  23. lui22's Avatar
    Update:
    I contacted Live Chat after getting home and the online rep said she couldn't issue me another "successful" Unlock Code. Only two per line. I told her that I've received two Unlock Codes for two different Q10 and have had no success yet. She said she'd escalate to the SIM Unlock Team and I would get a call tomorrow...
    That's bull. Utter bull. The unlock department is just full of BS. I don't work for the company anymore but I'm sorry.

    For sake of knowing what I'm talking about and seeing if they fixed it I tried unlocking my locked RMA device. Guess what happened. The did get the imei right but unlock code worked/didnt work. I'm down to 6 attempts after getting successfully unlocked notification.



    Posted via CB10
    08-21-14 12:58 PM
  24. cbvinh's Avatar
    Update:

    No call from the SIM Unlock Team at the specified time, so I called Customer Care. I was escalated to another rep, then to a BlackBerry specialist. He listened to my summary and said he thought the problem was that I didn't have an active SIM from another carrier. The SIM's used so far were SIM's swapped out when a customer switched to T-Mobile, so no guarantees that they were still active SIM's. The demo AT&T SIM might be considered an active SIM, but who knows.

    At this point, I need to track down an active AT&T SIM and try the Unlock Code with it. The BlackBerry specialist said I could get back to him directly once I have it. I said I would try to track one down and try the code myself before contacting him. He said if he didn't hear back from me by Saturday, he would call to follow up.

    Shortly after getting off the phone with the BlackBerry specialist, I received an email with the Unlock Code for my original Q10, yet again. (sigh) I think this was generated by one of the Customer Care reps who put me on hold while she waited for BlackBerry to respond to the Unlock Code request. Do Unlock Codes come directly from BlackBerry? Is there something screwy with the Unlock Codes generated as of late?
    08-21-14 02:30 PM
  25. cbvinh's Avatar
    That's bull. Utter bull. The unlock department is just full of BS. I don't work for the company anymore but I'm sorry.

    For sake of knowing what I'm talking about and seeing if they fixed it I tried unlocking my locked RMA device. Guess what happened. The did get the imei right but unlock code worked/didnt work. I'm down to 6 attempts after getting successfully unlocked notification.
    Are you having the same issue? With the carrier SIM installed, the device says the Unlock Code was successfully entered, but the device is still locked? Without the carrier SIM, the device doesn't accept the Unlock Code as valid and one attempt is lost?
    08-21-14 02:32 PM
61 123

Similar Threads

  1. Blackberry Q10 Data Plan
    By BigHulkDiesel in forum BlackBerry Q10
    Replies: 6
    Last Post: 08-04-14, 10:43 AM
  2. Sideloaded apps not detecting mobile data connection
    By Preacher_22 in forum Ask a Question
    Replies: 1
    Last Post: 08-04-14, 03:34 AM
  3. CB website on Z10 browser
    By goodayeh in forum Site Feedback & Help
    Replies: 5
    Last Post: 08-04-14, 12:54 AM
  4. Problem in installing leaked v10.3.0.700 for stl100-1
    By jagdeepmarahar in forum Legacy Leaked/Beta OS
    Replies: 1
    Last Post: 08-04-14, 12:10 AM
  5. CB website on Z10 browser
    By goodayeh in forum BlackBerry Z10
    Replies: 4
    Last Post: 08-03-14, 08:56 PM
LINK TO POST COPIED TO CLIPBOARD