MDU: Postpaid eligibility

1. Dial *#06# on the device for the IMEI, to make sure you’re looking for the correct device.
   • Dual SIM phones (with physical SIM and eSIM) have multiple IMEIs. 
   • Unlocking IMEI #1 unlocks the entire device.
     
2. Confirm the device is capable of being unlocked.
3. The IMEI must not be blocked​. If the IMEI is blocked, you must unblock it before we can unlock their device. 
   • See IMEI blocking and unblocking to check if a device is eligible to unlock.
   • If there is no account found in Atlas, enter the IMEI into the BYOD Check tool and review the IMEI status.
4. The device must be a model provisioned for T-Mobile. It can't be from another carrier.
   • Android or non-Apple:
     • In the Atlas Mobile Device Unlock tool, confirm that the Sold By shows T-Mobile.   If Sold By is Unknown, see Sold by 3rd party retailer or manufacturer.
     • Or contact your coach or manager to use the Device Model Warranty Tool​, and confirm the Device Type shows T-Mobile - New. If it says Non T-Mobile, see Sold by 3rd party retailer or manufacturer.
   • Apple: Check the iPhone Activation Status.
     • If the T-Mobile Activation Policy has been applied, treat it as a T-Mobile device. If the initial activation policy shows something other than T-Mobile, see Apple iPhones purchased from 3rd party retailer.
     • If applied activation policy is locked to another carrier and the customer previously processed an exchange, see Problems with a warranty exchange replacement.
   • You can also check for device orders to determine if it was purchased through T-Mobile or check for EIP in Samson or Atlas.
5. The device must show 40-day usage on the network on the latest line of service.
6. Account must be in good standing at the time the unlock is requested, which means:
   • Not past due. Use Past due delinquent accounts to check if an account is past due.
   • Not suspended (excluding seasonal or Military suspension).
   • Not in high balance suspend.
   • Canceled account:
     • Account balance must be $0.
     • Check that there is a $0 EIP balance.
     • Check Pending Charges & Credits. Remaining balances may be pending until the next bill is generated and pending charged must be collected.
     • If the account was cancelled for deceased using the FACD code, this requirement is waived. They must still meet all other eligibility requirements.
     • Business account with outstanding Device Repayment Fee (DRF) from Subsidy agreement. Device Repayment Fee must be paid prior to unlocking device.
   • Write off account:
     • Customer must pay the full balance owed to the collection agency. See the Write-off accounts policy.
     • If collections screen in Samson shows SIFA or DISF, customer is eligible for unlock.
     • Account balance must be $0.
7. Device must be paid off
   • EIP: IMEI must have a $0 EIP balance.
     • Frontline tools do not provide visibility to this eligibility requirement.
     • Follow MDU Escalations in MDU Requests to escalate the MDU request.
     • If customers have No Service EIP, check No Service EIP in Exceptions.

If the MSISDN is archived and no longer found in Atlas, manually check the following before working with your coach or manager to escalate.

1. Dial *#06# on the device for the IMEI, to make sure you’re looking for the correct device.
   • Dual SIM phones (with physical SIM and eSIM) have multiple IMEIs. 
   • Unlocking IMEI #1 unlocks the entire device.
2. Confirm the device is capable of being unlocked.
3. Follow MDU Escalations in MDU Requests to escalate the MDU request.
   Coaches can now resolve these unlocks directly without engaging the MDU Team.

Apple devices on Consumer accounts are no longer eligible for a device unlock exception when traveling internationally. Apple and PIN based devices must meet Postpaid eligibility requirements to receive an unlock.

TFB is not affected by this change and can continue to perform full unlocks for Apple devices when the device and account meet the following criteria: 

• 40 day usage on the network (SIM swap within 40 days will reset on network) or outside Buyer’s Remorse. 
  • Former Sprint customers who have migrated over to the T-Mobile billing system are only required 1 day of usage on the Legacy Sprint side of the network. 
• Account must be in good standing. (No credit holds, Ladex Suspensions or Past Due accounts)

Android devices should use a Temporary Unlock for international travel if they meet the following criteria: 

• Make sure the customer states they are leaving the country. Do not offer this to customers who aren't travelling.
• Confirm the device is capable of being unlocked.
• Check eligibility in Atlas to see if the device is capable of Temp unlock. 
• The device must be a model provisioned for T-Mobile. It can't be from another carrier.
• TFB customers are not included with temporary unlock.

1. Confirm the device is capable of being unlocked.
2. The account must be in good standing
3. Check if customers show Active Military Duty (AMD) status in Samson, Atlas, or Tapestry.
   • If they do, follow MDU Escalations in MDU Requests to escalate the MDU request.
     Coaches can now resolve these unlocks directly without engaging the MDU Team.
   • If they don't, have customers email a copy of their Military Deployment orders to USMilitaryERR@T-Mobile.com and include the following information:
     • Mobile number:
     • IMEI Number:
     • Description of request: Military deployment device unlock
   • Let customers who email their Military Deployment orders know that they'll receive a response and next steps within three business days.

Customers who take advantage of No Service EIP may be eligible for a Mobile Device unlock if the meet the following requirements:

1. Confirm the device is capable of being unlocked.
2. Customers must have one of the No Service EIP rate plans.
   • NOSVCOPLTI for tax inclusive customers
   • NOSVCPLTE for tax exclusive customers
3. The IMEI of the requested device must be the same as the IMEI on the open EIP. We can only unlock the IMEI on the EIP.
4. Follow MDU Escalations in MDU Requests to escalate the MDU request.
   Coaches can now resolve these unlocks directly without engaging the MDU Team.

Current customers who had an unlocked device and returned it in a warranty exchange, device protection claim, or AppleCare+ replacement are eligible to unlock their new device.

1. Confirm the device is capable of being unlocked.
2. Check that the Device Dashboard in Atlas shows that the prior device was either unlocked and/or eligible for unlock.
3. Check if the replacement device is eligible for unlock. If it is, follow the normal unlock process.
4. For Apple device, use the BYOD Check in Atlas to confirm the device shows locked to T-Mobile.
   • If the Applied Activation Policy is not a T-Mobile policy:
     1. Gather the following information for escalation:
        • MSISDN
        • Previous IMEI that had T-Mobile Activation Policy
        • Current IMEI that is locked to another carrier
     2. Follow MDU Escalations in MDU Requests to escalate using the SharePoint form.
     3. Set a follow-up with the customer for 72 hours provide an update.
   • If the Applied Activation Policy shows US T-Mobile Locked Activation Policy, continue to the next step.
5. Follow MDU Escalations in MDU Requests to escalate the MDU request.
   Coaches can now resolve these unlocks directly without engaging the MDU Team.