Unlocking Z3 D6616

[snoopy13]

Hopefully somebody can explain this to me or tell me where I'm misunderstanding something.

I have the T-Mobile version of the Z3, but I am a T-Mobile customer so ordering the T-Mobile version of the phone was no issue. After 30 days of use I tried unlocking the phone through the T-Mobile App with no success, it said to contact customer support.  So after calling T-Mobile they said that my IMEI was not a registered T-Mobile phone and the only way T-Mobile phones were unlocked was through the app. Now this is clearly a T-Mobile phone with the branding on the back, on the startup, and all the apps pre-installed.  So then I called Sony multiple times to ask them what they knew about unlocking the T-Mobile Z3 and phones in general and got basic definitions that I had already found on the internet.  I even got a Sony and T-Mobile representative on a conference call to get them to talk to each other about the issue - still no resolution. 

So far this is what I've know, maybe I am misunderstanding something?

1. My phone is a T-Mobile Sony Xperia Z3 with preinstalled apps and branded packaging and works with the included T-Mobile sim card.

2. T-Mobile phones can only be unlocked through their unlock app

3. My phone's IMEI number is not recognized as a T-Mobile phone

4. Phone unlocking is something cell phone providers control not Sony

5. Neither party can say how the manufacturing process works and how they provide information on to each other on which phones are locked to a carrier

If this phone is indeed T-Mobile which it physically appears to be, why does the IMEI number not appear in T-Mobile's database? (They have a website to input the number)  Is there some point in the manufacturing process that the phones sold to a certain carrier get registered with that carrier?  I've searched the internet to see if anybody else has had a problem unlocking the T-mobile Z3, but it seems like the few cases I saw either gave up or sold their phone. 

Any help clearing up my confusion would be appreciated. 

[Uliwooly]

@snoopy13

if you bought the phone from T-mobile they should have the IMEI# in their data base, if you bought it somewhere else, it could be that the previous user flashed T-mobile's firmware, does the phone has the T-mobile logo anywhere (Physically)?

[pt2015]

Look on back of phone where it should have Xperia in center area of phone in shiny silver letters. Now look down to center of bottom undeneath Xperia it should have a much duller T mobile logo in grey. Also check internal storage is it 16 gb or 32

[pt2015]

Also you need to have phone on t mobile network for at least 40 days. After that I would get where i had good signal and tap the unlock app maybe once a day until it finally worked

[snoopy13]

Sorry I didn't mention in my original post that this was bought from the Sony Rewards website.  And yes it does have the T-Mobile logo on the back and its logo flashes during startup. 

[snoopy13]

Yes actually I have had the phone for several months now and have tried it multiple times without success.  I am actually having a tough time getting it repaired for a another issue with the touchscreen but I did mention it in the repair with no response.  So I  decided to post here hoping somebody else might have some idea of what's going on.  

Is this considered a defective product or false advertising if it is sold by Sony claiming it's a T-Mobile phone but T-Mobile does not recognize the IMEI number? And isn't it a law that all phones have to be able to be unlocked although carriers can put some requirements before unlocking (like the 40 day rule you mentioned)?

[Uliwooly]

@snoopy13

You should contact Sony directly on this case >>> Local support

[pt2015]

Well i had mine replaced twice. The first time was the ear speaker and the second time was rebooting a lot but i think it was a Google and other apps issue which continued for a month. After that i got last one but then it eventually went away( the rebooting). Any way the first one i had managed to unlock and the last one i was trying to unlock and finally looked up that it had to be active on the network for 40 days and be paid off no eip. Each time i registered my imei on sony website also have a z1s I unlocked

[pt2015]

Yes try sony local support like uliwooly suggested it sounds like you have done everything right. Though i know that unlock program is kind of clunky and doesnt work instantly once you meet requirements but when it does work it lets you know and the program doesnt seem to have a limit of trys to unlock like if you using a code to unlock. But try sony local they might can help straighten it out

[snoopy13]

I have contacted Sony multiple times through the 1-800 number.  Nobody can give me a straight answer.  I've also called the Sony Rewards number and transferred through several of their departments and they have even less knowledge of these issues than the Xperia people.  Maybe it's better to direct chat with somebody? 

I currently don't even have my phone.  It's at the Sony Repair Center and has been getting "fixed" since March.  Every time I call they say "we'll check on the status and someone will contact you in 24-48 hrs"  I have never gotten contacted before.  I even leave a message with my name and number and story at those surveys at the end of the call asking them to please call - with no response.  At this point I am skeptical any of my problems are going to be resolved.