Telco Won't Unlock My Mobile Phone for Free

GOCAT9 on 09/11/2022 - 12:03
Last edited 10/11/2022 - 09:38 by 1 other user

I bought a mobile phone from a big telco about 6 years ago and have used it continuously since. It is getting pretty old now and starting to become unreliable (its one with mechanical keys). I am also planning to use it overseas later this year where I know it will need to be unlocked to use a local SIM. I didn't want to take a failing phone with me overseas. So I went out and bought another phone from the same telco which is also locked to that telco to replace my current failing/failed phone.

Since I knew that my original phone was eligible for free unlocking because I had used it for many years and with many dollars spent, I called the telco to get my replacement phone unlocked. I only gave them the EMIE of the new phone, not the old. They said that they would not unlock it for free and that I had to pay $85 since it was near new. They admitted that if I want to unlock the old broken phone there would be no cost!

I argued that the eligibility should be with the phone SERVICE and not the DEVICE used. They would not have it! Who is being unreasonable here? I would appreciate some arm's length opinions.

Poll Options

  • 17
    Telco is unreasonable
  • 657
    I'm unreasonable
Mobile

Comments

  • 87percent on 09/11/2022 - 12:07
    +45

    no… you're the unreasonable one. Don't even need a poll to tell you that

  • PissLUR on 09/11/2022 - 12:09
    +10

    lol

  • Muzeeb on 09/11/2022 - 12:17
    +8

    @pegaxs

    CONFIRMATION BIAS TRIGGER ALERT

    • pegaxs on 09/11/2022 - 14:03
      +16

      I came here seeking confirmation that aligns with my outrage! I don’t want the truth! I just want people who agree with me!

      Also loosely associated with “where’s muh CoMpEnSaTiOnZ!” posts…

      I would appreciate some arm's length opinions.

      *I don’t believe you.gif*

    • SF3 on 09/11/2022 - 15:00

      Oh the tragedy.

  • mbck on 09/11/2022 - 12:24
    +5

    The audacity….this has to be a troll

    • kerfuffle on 09/11/2022 - 12:26
      +10

      Just look at the OP's post history.

      • Caped Baldy on 09/11/2022 - 14:28
        +14

        I had to check it wasn't pam

    • meowsers on 09/11/2022 - 13:12
      +9

      if you looked up shitposting in the dictionary this post would probably be first on the example list.

      • markathome on 10/11/2022 - 13:03
        +2

        Nah, while I agree OP's idea that locking be attached to the service not the phone is a bit of a stretch. He's not wrong that locked phones are a pain in the a## (for the exact reason he's given) and should be beneath the big Telcos.

        I was thinking of genuine sh*tpost scenarios and came up with a few:

        • Tenants want landlord to replace faulty air con but landlord is posting because he feels it was obvious at inspection the air con was pretty old and wouldn't last the whole tenancy.
        • Poster hit a car parked directly opposite his driveway - the owner now wants him to pay for the damages which he feels is unfair given where the car was parked.
        • Woman went overseas and asked poster to take care of her cat. The cat dies and now the woman wants him to contribute to the cost of a new cat. OP objects to paying for a brand new cat because the cat was "pretty old" anyway.
  • macola51 on 09/11/2022 - 12:24
    +13

    Surely Ozbargain could have a robot vacuum cleaner that constantly goes around sucking up ridiculous threads?!

    • Clain on 10/11/2022 - 16:27
      +2

      There might be enough such posts to train a decent NLP based filter/classifier

  • Xetrok on 09/11/2022 - 12:28
    +11

    Prepaid (locked phones) are cheaper/subsidised because they are locked to that carriers network based on the premise that they will recoup some of the cost by providing you a service on their network.

    Some providers like Telstra and Optus seem to reduce or remove the unlocking fee based on how long the locked device/service has been activated for.

    Now you know.

    https://www.whistleout.com.au/MobilePhones/Guides/is-my-phon…

    https://www.telstra.com.au/support/mobiles-devices/unlock-ph…

    https://www.optus.com.au/for-you/support/answer?id=1399

    • kerfuffle on 09/11/2022 - 12:33

      They know that, but they're arguing that they should have gotten the new phone unlocked for free based on the fact they used their old phone for years and the amount they spent on the service they have on said old phone …

    • DashCam AKA Rolts on 09/11/2022 - 13:32

      Prepaid (locked phones) are cheaper/subsidised because they are locked to that carriers network based on the premise that they will recoup some of the cost by providing you a service on their network.

      Excellent ELI5 post. 5/7

  • WatchNerd on 09/11/2022 - 12:40
    +1

    Just try again in a few days with a different approach, eventually you might get someone to unlock it for you.

    Past comments suggest saying things like - I'm a long time customer & going away on a holiday overseas for a few weeks etc.

    • Kangal on 10/11/2022 - 00:12
      +1

      Something tells me OP didn't try this, and never thought to try this, but now that you've raised it, they might try it and say it was their idea. Or say they did think of it before your post and that it didn't work then call me an idiot. I feel it.

    • Ridiculous Panda on 10/11/2022 - 06:20
      +3

      I worked in a call centre in the past for a government agency. Often, we made brief notes on the account for most conversations if it might help the next agent if the same person calls.
      I suspect it will be the same policy with most companies so keep that in mind whenever you call again about the same inquiry and try not to pretend it is your first time calling because then your chances of success get slimmer.

      • capslock janitor on 10/11/2022 - 13:20

        why slimmer

        • Ridiculous Panda on 10/11/2022 - 14:12
          +1

          Because nobody likes liars and also don’t want to make their colleague look bad especially if they did the right thing the first time.

          • capslock janitor on 10/11/2022 - 15:14

            @Ridiculous Panda: i dont reckon off-shore call centre workers care much about that, let alone non-gov ones
            heck, some staff are more accommodating or knwoedleagble too

            but good insight shared

  • djones145 on 09/11/2022 - 12:44
    +1

    0
    Telco is unreasonable
    23
    I'm unreasonable

    the mob has spoken…

    • Ghost47 on 09/11/2022 - 22:12

      9 hours later…

      1
      Telco is unreasonable
      134
      I'm unreasonable

      LMAO!

      • jjjaar on 10/11/2022 - 00:31
        +1

        12 hours later

        2
        Telco is unreasonable
        188
        I'm unreasonable

  • Muzeeb on 09/11/2022 - 13:48
    +15

    I found the problem

    I only gave them the EMIE

    Try again with the IMEI

    • CrowReally on 09/11/2022 - 14:22
      +49

      If you're based on a rural property (especially once with livestock, produce etc) then you need to quote the EIEIO

      • jjjaar on 10/11/2022 - 00:30
        +3

        It’s 12:30am and you’ve just made my day. Thank you.

  • payless69 on 09/11/2022 - 14:47
    +2

    Get some free fruit at Woolworths

  • zoob on 09/11/2022 - 14:51
    +1

    0-71
    Don't think I've ever seen such a decisive result on ozbargain

    • JimB on 09/11/2022 - 14:53

      make that 0-72

  • CodeXD on 09/11/2022 - 14:53
    +9

    I am also planning to use it overseas later this year where I know it will need to be unlocked to use a local SIM.
    …
    So I went out and bought another phone from the same telco which is also locked to that telco

    lol

  • Davo1111 on 09/11/2022 - 15:39
    +2

    85vs1 lol

    this is a record

    • 87percent on 09/11/2022 - 16:24

      Someone just + to troll

    • spackbace on 09/11/2022 - 16:28
      +1

      I was lucky #100

  • avoidfullprice on 09/11/2022 - 15:51

    Since I knew that my original phone was eligible for free unlocking because I had used it for many years and with many dollars spent, I called the telco to get my replacement phone unlocked.

    Troll

  • trustnoone on 09/11/2022 - 16:01

    I argued that the eligibility should be with the phone SERVICE and not the DEVICE used.

    I mean, you can say that. People could even agree with you. But companies do stuff that you don't like all the time. In this case they choose eligibility based on device and not service.

    FWIW many phones can be unlocked in other ways. Especially phones like Android ones that you can sometimes re-wipe for a cleaner OS and remove all the telco bloat as well. Though I wouldn't be surprised if a telco argued it affected warranty also.

    Also worth checking what process they have for removal. Some Telcos allow for free unlock if you're traveling overseas or wait 12 months.

  • Drakesy on 09/11/2022 - 16:24
    +1

    Thought this was a troll post,

    Then realised the OP has been here for 7 years

    • ode1online on 09/11/2022 - 20:45
      +11

      They are in for the LONG TROLL

      • Drakesy on 10/11/2022 - 10:15
        +1

        The dedication

  • cookie2 on 09/11/2022 - 21:09

    Why don't you just take the old one overseas, that you can get unlocked free of charge? Won't fix the issue with the new phone but will remove the issue for travel purposes.

    • GOCAT9 on 10/11/2022 - 09:47
      -3

      You didn't read the post properly. It said the old phone was not working properly, so why take a broken phone overseas??

  • pollambo on 10/11/2022 - 00:02
    +2

    What is the model of the phone please? There most likely is an eBay unlock available for <$10 AUD. Sometimes can be done for free depending on the model.

    • GOCAT9 on 10/11/2022 - 10:00
      -3

      yeah, checked that, cost is about $30 and up, minimum.

  • AustriaBargain on 10/11/2022 - 02:21
    -1

    You are asking them to work for free when you are presumably leaving them forever. Sure it's not much effort to unlock, but it still takes a good few minutes which costs real $ when taken out of their Human Resources. Why should they lift a finger for free when there's zero in it for them. It's so easy to unlock anyway, why should they pay for your laziness especially when they just gave you a new phone. Making people in your situation pay helps pay for the customer service of all you people calling in to ask for it done, and helps spread the word to not bother calling if you don't want to pay.

  • LoserScott on 10/11/2022 - 03:07
    -7

    Phone should be upgraded every 3 years unless you're capable of fixing it then every 5-6 years.

  • tomleonhart on 10/11/2022 - 05:04
    +11

    OP is the kind of customer that made me hated my own life when I worked in customer service. So glad no more.

    • Brick Tamland on 10/11/2022 - 14:46

      Yep, this is what makes working customer service a misery.

  • ArciArt on 10/11/2022 - 05:05

    Currently working for a big telco, most times the fee is directly paid via the telco to the device manufacturer to release the the unlock code. To do so the manufacturer need proof of payment from the owner of the device… this is the current system in place, don’t recall any “free” unlockings, apart from credits on the bill to kinda “refund” these charges. Also these codes can take weeks… I suggest hop onto eBay to get the code as they have options far cheaper

  • singingwolf on 10/11/2022 - 07:36

    Each telco is different by the look of it. Optus just looks at your spend and tenure and doesn't care what phone you unlock.

  • Topdog on 10/11/2022 - 07:38

    Think someone needs to read those t and C a little more closely

  • Speckled Jim on 10/11/2022 - 07:49
    +3

    Hello, TIO? Ozbargain transferring a call to make your day.

  • I like freestuff on 10/11/2022 - 09:34

    I legitimately thought all phones were unlocked nowadays.

    • ode1online on 10/11/2022 - 09:43
      +1

      Not the branded Pre paid phones you see at Big W, Coles and Woollies and Aust Post etc.

  • [Deactivated] on 10/11/2022 - 09:42

    Next thread, I bought a phone in AU and paid to unlock it, but when I took it to another country it didn't work. Network bands not supported.

  • Nillionaire on 10/11/2022 - 09:43

    I argued that the eligibility should be with the phone SERVICE and not the DEVICE used. They would not have it!

    I hope you don't talk like that in person

    • keejoonc on 10/11/2022 - 10:26

      He should start his own telco business LOL

  • demounit on 10/11/2022 - 11:19

    man some of you guys are total goons. OP is obviously a chud for arguing on the phone with a call centre person, making their life more miserable than it already is. but why is everyone so quick to think things like this aren't incredibly anti consumer? sure its a 'rule' of the telco to charge for the unlock, but why? and why do you guys defend it so much?

    if you are paying to own the phone, you should be able to have it carrier unlocked. because either you are gonna pay for it over the course of your plan, or you are going to leave the telco and buy it out anyway. so they are getting the money for the device either way. why can't a consumer use it on any network? it seems like OP bought the phone outright as well, so he already paid for the device — he owns it.

    I worked for Telstra for 5 years and know that these carrier unlock fees can be waived and are barely enforced if you complain (politely and properly through the complaints channel and not by arguing on the phone with a call centre person).

    Please stop being so quick to defend companies and their horrible price gouging, anti consumer nonsense. The carrier 100% should unlock the phone OP bought for free, it shouldn't even be locked in the first place. But OP also shouldn't be gross and argue with someone just doing what they are told.

    • ribze1 on 10/11/2022 - 11:37

      As a consumer i agree with you. On the other hand companies need to make money and unlocking a phone will often mean losing the ongoing revenue from that customer, so the $85 fee (which is quite reasonable, i remember it being hundreds previously) provides some compensation to the telco.

      OP could have purchased an unlocked phone.

      • demounit on 10/11/2022 - 12:11
        +1

        he would have bought a prepaid handset if it was locked. the telco basically holds it hostage "ha if you aren't going on a plan and being locked in to us, you can't use it anywhere else without giving us a cut."

        we can all obviously understand that logic, it still doesn't make it not anti consumer and scummy. these telco's rip you off at literally every chance they can. unlock fee is just one of those ways.

    • spackbace on 10/11/2022 - 12:20

      OP is obviously a chud for arguing on the phone with a call centre person, making their life more miserable than it already is.

      Why the need to write anything more than that? Of course this forum will go on the attack when someone is acting like a dick, regardless of what the company is

    • Randolph Duke on 10/11/2022 - 13:10

      Are you happy to pay more for the phone if it’s available unlocked? Locking is part of the subsidy on the device price.

    • gromit on 11/11/2022 - 15:13

      locking happens as they subsidise the phone to be on their service, hence you are free to pay for it to be unlocked to move off their service or simply wait till the contract time has expired where they can do for free. nothing anti consumer about it, it is just a business ensuring you don't screw them over and get them to subsidise you while you go to another provider. You are also completely free to buy an unlocked phone (obviously without the telco's subsidy).

  • DingoBlue on 10/11/2022 - 11:38
    +3

    I understand your point but it’s nothing to do with loyalty or being a good long term customer. Prepaid handsets are often sold under cost and so they are locked to the subsidising network. After a while you are assumed to have “paid off” the cost and so they then might unlock for free for going overseas etc.

    You new handset is too new to expect it to be unlocked free.

  • trapper on 10/11/2022 - 13:06
    +1

    OP is in the wrong here, but I really do hate how they lock phones of their paying customers. Makes it a pain to travel.

    It should work the other way around imho.

    The phone starts off unlocked when you start the contract, and as long as you keep paying it stays unlocked.

    If you cancel the contract before X years is up, then they can lock the phone… maybe more tricky technically, but not insurmountable.

    • bobs burgers on 10/11/2022 - 23:57

      Contract phone plans do not have operator locked phones since forever and a half ago

      • trapper on 11/11/2022 - 00:14

        Contract was the wrong word sorry.

  • immrnonamehello on 10/11/2022 - 13:17
    +1

    Wait there are still locked phones in Australia?

    • bobs burgers on 10/11/2022 - 23:58

      All prepaid ones you see in a woolies, Coles or the like

  • capslock janitor on 10/11/2022 - 13:22

    how much did new phone cost?

  • 2024 on 10/11/2022 - 16:05

    You got the new phone cheap because it was locked to a carrier.

    Next time, cough up the extra cash for an unlocked phone. Obviously, if you’re going overseas, money isn’t really a problem for you.

  • Oz em on 10/11/2022 - 16:41

    My friend got x and I want that too
    Or
    Other competition company does it for free, next time I’ll go with them

    Both seem to work.

  • Dack Smith on 10/11/2022 - 17:19
    -2

    Ok Boomer………

  • xylarr on 10/11/2022 - 18:27
    +1

    Didn't read, but piling on with everyone else.

  • skillet on 10/11/2022 - 21:29
    +2

    OP don't waste your time here.

    Get on Facebook, go on Google. Search for free unlock for your phone model. Get it done, for any locked phones. Happy times, life goes on.

  • YoursTruly on 11/11/2022 - 03:49
    -1

    Jeeez…

    unzips

    That IS unreasonably hard

  • drfuzzy on 11/11/2022 - 09:42

    I went to the Men's Gallery and purchased a service and now want to transfer the service for the OP to carry out.
    I paid for the SERVICE it should be transferable wherever I want.

  • whitepuma on 11/11/2022 - 10:12
    +2

    Hey, i'v worked for a telco and can offer some insight on this

    When getting a phone from a telco (either by plan or outright), you need to keep in mind that on the commercial side of things the telco is actually losing money off of that sale, where they earn their money back is through their ongoing plans that your expected to use the phone with.
    Accordingly, they lock their phones to their network to ensure they will get that money back and actually turn a profit from that sale. So if you get a new phone from them that's currently locked you need to keep in mind that it's discounted in some way to entice you to get that device with them, so then if you want to unlock it they need to factor in that the new phone hasn't yet been paid off for them, so they charge to unlock it, which at least gets them to a point where they break even (or minimise the losses).

    This isn't the telco trying to pry every cent out of you, this is actually the telco just trying not to lose money on their sale (their not a charity). If you want an unlocked device i would suggest to buy the device from a non-telco supplier (which without discounts tends to be more expensive).

    • cheesecactus on 11/11/2022 - 10:40

      either by plan or outright

      Well if you buy it on a plan or outright it should be unlocked. Carriers in Australia haven't locked their phones for a long time.

      Prepaid on the other hand is where they lock them

      • whitepuma on 11/11/2022 - 10:57
        -1

        Well if you buy it on a plan or outright it should be unlocked

        Since when? What the business needs to do is be transparent about if the device is locked or not….if they say the device their selling is unlocked, then i agree with you….if they don't say that then their within their right to sell a device locked to their network.
        However purely on the commercials sense behind why they sell locked devices, then charge if you want to unlock it, refer to my original comment. Their a business, not a charity, If their giving you a discount on a device, their's usually a reason for it.

      • ColtNoir on 11/11/2022 - 16:37

        Then you should buy an unlocked one and pay for the pleasure.

        They don’t lock them on their postpaid contracts as they know they’ll get their money either by you staying, or paying for the phone before leaving.

  • ColtNoir on 11/11/2022 - 16:35

    Are you aware that they subsidised the cost of the new phone, knowing that they’d be able to lock you in?

    Also, for your reference the IMEI is like a VIN for a car. You’re not going to trick anyone into unlocking for free.

  • leeweesquee on 11/11/2022 - 17:15
    +1

    Are you the person who was "forced" to buy a main at a restaurant?

    • AustriaBargain on 11/11/2022 - 17:31

      I kind of agree with that one. Mains are too big ins some restaurants and entrees are perfect size, restaurants should let you order just an entree but pay a surcharge or something, or let you upgrade an entree with a gourmet bread roll that brings the price up to a mains price. Wasting food seems worse than wasting money to me and letting people buy smaller meals for the same price as a main will mean less food wasted.

      Most pub meals you order a main and you get a schnitzel that's bigger than your head and you're already full before you even touch the chips and salad. Big meals are part of why people are so fat, because we are all so used to big meals being normal.

      • spackbace on 14/11/2022 - 15:38

        We ordered a bottle of wine to drink while we decided what food to order. Since we all agreed that we were not all super hungry, we decided to order a main course which was designed to be for two people according to the menu

        Under RSA laws they could maybe get in the shit in this instance, if 3 people were drinking but weren't all eating

        • AustriaBargain on 14/11/2022 - 15:55

          Would it be breaking the law to sell an entree sized meal as a "main" with "mains" prices? I really don't worry about a bit of money when eating, if it's too expensive I just won't come back there. But not going to get up and leave because something costs $5 more than it should.

          • spackbace on 14/11/2022 - 16:07

            @AustriaBargain: Best would've been some "small plates", etc, which most pubs will have. 3 of those to share would've ticked the right boxes

            Though don't know what sort of restaurant OP was referring to

    • kerfuffle on 11/11/2022 - 21:53

      Yes

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