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Phone won't carrier unlock. Boost Mobile claims it is already unlocked!

B

Berder

Newbie
I purchased a Samsung Galaxy A32 5g from Boost Mobile in Oct 2021, and used it with Boost for over 12 months. On Nov 24, 2022, I asked Boost tech support to domestic unlock the phone so I could switch to a different carrier. I met the free unlocking eligibility requirements, and I was told at the time that the phone was already unlocked. I trusted this, until the time came to pop in the new carrier's SIM card around Dec 6, when the phone told me it is still locked!

Hours on the phone over the past week with Boost tech support produced no results. I did get two tickets opened which were shortly closed without action because Boost support thinks the phone is already unlocked. On my end the phone clearly states that it is locked. If I go into settings > connections > more connection settings it says that the Network Lock Status is "locked," and if I try the new SIM I get a popup saying the phone is indeed locked and to contact customer support. I've tried the usual advice - put the Boost sim card in and wait, reboot the phone, shut the phone off for 60 seconds and then turn it on, perform a factory reset.

I've tried a third party unlocking service for $50 (The Unlocking Company) and they told me they can't give me an unlock code for this phone, and they wanted $65 more ($115 total) to send an unlocking kit. I said no to this and they told me the $50 will be refunded.

I'm pretty irritated because now I'm in the position of having to buy a new phone for the new carrier, and probably selling the old one, still carrier locked to Boost. A new, unlocked Samsung Galaxy A32 5g costs $279.99 when purchased from Samsung. Has anyone had a similar experience, or does anyone know anything else I can try?

I suspect the problem might be that the network is telling my phone that it can unlock, but my phone is not correctly getting that message for whatever reason. So maybe if there was some way to change the phone settings so it would get the message or forcibly "re-check" unlock status...
 
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There's no doubt that the phone was sold as locked to Boost. However, some phones and carriers are set up to automatically unlock as soon as the subscriber becomes eligible (after 12 months in Boost mobile's case), and I think that's what they are claiming happened. Actually I never got a clear answer about what they think happened, only that they say it is already unlocked.
 
Well, https://www.fcc.gov/general/cell-phone-unlocking says, "A carrier may automatically unlock a device after certain conditions are met, send instructions to customers on how to unlock a device upon request, or complete the unlocking process in-store." (emphasis mine).

https://www.digitaltrends.com/mobile/how-to-unlock-a-phone-on-every-carrier/ says
  • "If you have an Apple device, once it becomes eligible, Metro by T-Mobile will automatically authorize, and initiate unlock for your device remotely."
  • "Sprint says domestic SIM unlock-capable devices launched after 2015 will automatically unlock when they become eligible on postpaid accounts."
  • "newly purchased devices are locked to Verizon’s networks for 60 days after purchase to help mitigate theft and other fraudulent activity. This rule applies to both postpaid and prepaid devices, and the lock is automatically removed after 60 days."
So, yeah, some carriers will automatically unlock phones. It's one plausible explanation for why the phone might have "already been unlocked" when I called on Nov 24.

This same site also mentions that Boost does not automatically unlock phones (although we can't necessarily trust this third-party information to be 100% accurate in all cases). So I'm really not sure what happened. A year ago I called Boost to unlock a different phone and it's possible that the customer service rep at the time mistakenly tried to unlock my Samsung A32 5g (which I had purchased but which was not eligible at the time). So maybe that's what caused the problem.

I called a Boost store and they said that if I came in basically all they can do is help walk me through a call with the Boost support hotline, the same thing I've been trying to do myself, so my hopes are not high for that. Although it might help to have confirmation from someone besides me that the phone is still not unlocked.

Another possible thing I could try is, the Boost support hotline people have often asked me to perform a "data profile update" or a "system software update" from the phone settings. These options do not appear in my settings; instead there is only an option for a "Software Update" which always just says it is up to date. Perhaps there is some hacky way I need to perform a "data profile update"?
 
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At this point perhaps you just want to go higher up the management tree to talk with a manager who will be able to stop in. Your phone is apparently stuck in some kind of glitch where unlocking it is a problem. Since you bought it through Boost just over a year ago, if they cannot actually unlock it properly, by law they still have some responsibility to unlock it. Instead of wasting so much of your time and efforts doing their job, request a comparable replacement or at least credit for one.
 
Berder said:
Well, https://www.fcc.gov/general/cell-phone-unlocking says, "A carrier may automatically unlock a device after certain conditions are met, send instructions to customers on how to unlock a device upon request, or complete the unlocking process in-store." (emphasis mine).

https://www.digitaltrends.com/mobile/how-to-unlock-a-phone-on-every-carrier/ says
  • "If you have an Apple device, once it becomes eligible, Metro by T-Mobile will automatically authorize, and initiate unlock for your device remotely."
  • "Sprint says domestic SIM unlock-capable devices launched after 2015 will automatically unlock when they become eligible on postpaid accounts."
  • "newly purchased devices are locked to Verizon’s networks for 60 days after purchase to help mitigate theft and other fraudulent activity. This rule applies to both postpaid and prepaid devices, and the lock is automatically removed after 60 days."
So, yeah, some carriers will automatically unlock phones. It's one plausible explanation for why the phone might have "already been unlocked" when I called on Nov 24.
....
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But it isn't actually done automatically, it's still a matter where, "... after certain conditions are met ....' have to be taken into account. It's a vague conditional phrase but carriers don't just unlock phones 'automatically', the phone owner has to request it and go through a process.
 
On Friday I went to Somerville MA to an official Boost Mobile store for help. The store employees independently verified the phone is still carrier locked and called Boost support. I received the instruction to shut off the phone with the Boost sim card in it, and keep it shut off for 48 hours. I did this; no change. I called Boost support again and the woman told me she would escalate to a specialist, and she took my email address and phone number so they would contact me, within 24-48 hours. That didn't happen; I was not contacted.

Most recently I contacted Boost support, got escalated to a supervisor, and the supervisor told me there is nothing they are willing to do for me. They are not willing to compensate me for the phone (which is in very good condition, and is $280 new). They are not willing to give me credit on a different active Boost account I have with them. They are not willing to trade the phone for an equivalent phone that is unlocked. He claims all they can do is check the lock status on their side, where it apparently says it is unlocked, and he thinks that is the end of Boost Mobile's responsibility. He suggested the fact that "Connections > More Connection Settings > Network Unlock Status" says "Locked," is because I don't have an active carrier for the phone, which is false; that is not what that setting means. He suggested my problem is because the new carrier was incompatible with the phone, which is false; the new carrier actually sells this exact phone, and has a tool where I input the IMEI of this phone, where it says the phone is compatible.

This issue is their fault - they sold me the phone with the understanding that it would be unlocked for free after 12 months. I would not have bought this phone if I knew it can't be unlocked. It is their fault and there is a material cost to me which they are unwilling to address.
 
This is such a depressing saga about some really crappy customer support from Boost. Nobody should have to cope with such dismissive and unhelpful verbage, you're a paying customer and deserve more respect.
At this point you might want to just contact a lawyer and dump this mess into their hands. Boost is apparently taking the moron path so this is something better settled in a small-claims courtroom. You have already gone above and beyond what anyone should do to just set up a phone. For your own mental health, let some legal professional deal with Boost's antics. And you should migrate to a different carrier.
 
Berder said:
I purchased a Samsung Galaxy A32 5g from Boost Mobile in Oct 2021, and used it with Boost for over 12 months. On Nov 24, 2022, I asked Boost tech support to domestic unlock the phone so I could switch to a different carrier. I met the free unlocking eligibility requirements, and I was told at the time that the phone was already unlocked. I trusted this, until the time came to pop in the new carrier's SIM card around Dec 6, when the phone told me it is still locked!

Hours on the phone over the past week with Boost tech support produced no results. I did get two tickets opened which were shortly closed without action because Boost support thinks the phone is already unlocked. On my end the phone clearly states that it is locked. If I go into settings > connections > more connection settings it says that the Network Lock Status is "locked," and if I try the new SIM I get a popup saying the phone is indeed locked and to contact customer support. I've tried the usual advice - put the Boost sim card in and wait, reboot the phone, shut the phone off for 60 seconds and then turn it on, perform a factory reset.

I've tried a third party unlocking service for $50 (The Unlocking Company) and they told me they can't give me an unlock code for this phone, and they wanted $65 more ($115 total) to send an unlocking kit. I said no to this and they told me the $50 will be refunded.

I'm pretty irritated because now I'm in the position of having to buy a new phone for the new carrier, and probably selling the old one, still carrier locked to Boost. A new, unlocked Samsung Galaxy A32 5g costs $279.99 when purchased from Samsung. Has anyone had a similar experience, or does anyone know anything else I can try?

I suspect the problem might be that the network is telling my phone that it can unlock, but my phone is not correctly getting that message for whatever reason. So maybe if there was some way to change the phone settings so it would get the message or forcibly "re-check" unlock status...
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If you still have the device and still need/want it unlocked, I can recommend a trusted 3rd party company to do it - for way cheaper than $115
 
I'm having this exact same issue. Had my Boost Mobile A32 5G for a year-and-a-half and need to make sure I can put in a overseas SIM card for an overseas trip next month. Called Boost about it. They said the phone was already unlocked, and when I asked how to confirm it, they gave me a series of Settings menu selections to step through that don't exist on the phone. They suggested I go to a Boost Mobile store in the hopes that someone there could figure out what's going on. Before I did that, I ordered a Mint Mobile trial kit and put the Mint SIM in the phone. Got a message scrolling across the top of the phone saying the network is locked and to contact Boost Mobile support to unlock it. Went to a brick and mortal Boost Mobile shop, which turned out to be a T Mobile shop, but one of the employees went ahead and replaced the Boost SIM with a T Mobile SIM to see what would happen. Same message about the network being locked and to contact customer support. Then I went to a Boost Mobile branded store, and the person inside said they could look at the phone but wouldn't be able to unlock it. She confirmed that the SIM card said unlocked and that Boost automatically unlocks phones after 1 year, but she couldn't really do anything beyond telling me to call Boost's 611 customer support number. I haven't done that yet, but I'll try that next. I've probably spent three or four hours on this. At least if I switch to Mint or Tello, I can save enough money on a plan to pay for a new, unlocked phone over the course of a year.
 
steves said:
I'm having this exact same issue. Had my Boost Mobile A32 5G for a year-and-a-half and need to make sure I can put in a overseas SIM card for an overseas trip next month. Called Boost about it. They said the phone was already unlocked, and when I asked how to confirm it, they gave me a series of Settings menu selections to step through that don't exist on the phone. They suggested I go to a Boost Mobile store in the hopes that someone there could figure out what's going on. Before I did that, I ordered a Mint Mobile trial kit and put the Mint SIM in the phone. Got a message scrolling across the top of the phone saying the network is locked and to contact Boost Mobile support to unlock it. Went to a brick and mortal Boost Mobile shop, which turned out to be a T Mobile shop, but one of the employees went ahead and replaced the Boost SIM with a T Mobile SIM to see what would happen. Same message about the network being locked and to contact customer support. Then I went to a Boost Mobile branded store, and the person inside said they could look at the phone but wouldn't be able to unlock it. She confirmed that the SIM card said unlocked and that Boost automatically unlocks phones after 1 year, but she couldn't really do anything beyond telling me to call Boost's 611 customer support number. I haven't done that yet, but I'll try that next. I've probably spent three or four hours on this. At least if I switch to Mint or Tello, I can save enough money on a plan to pay for a new, unlocked phone over the course of a year.
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Boost's network was hacked so they weren't able to help for a few days. Network is still locked, but they were able to give me a ticket number for the problem.
 
I've NEVER had luck unlocking any locked device, much less any luck getting stuff such as PUK codes or Subsidy Unlock Codes from a carrier. They treat me like I'm trying to break into Fort Knox, and either hang up or deactivate my account (Cingular did this ages ago) for 'violating terms of service'

I've never seen or heard of a carrier surrendering anything like that or co-operating. I just buy unlocked models to avoid the endlesss brick wall of frustration. Even the most recent time, when I got a supposedly 'unlocked' Galaxy Note 8.0 tablet and found it wanted the subsidy unlock code on boot, this being 2020, the carrier still treated the situation with utter hostility and insisted I was hacking and then hotlined the SIM, forcing me to go to another prepaid carrier, pick up a BYOP SIM that's compatible with the tablet, creating a new account, and porting everything over and then waiting two weeks for that to complete.

There's tons of horror stores of unsuccessful attempts at getting phones unlocked, getting PUK, SIM1/SIM2 unlock codes, or subsidy unlock codes from the carriers on howard forums. I have no idea why they act like you're a hacker and react that way. It's not a government secret that I know of?
 
steves said:
Boost's network was hacked so they weren't able to help for a few days. Network is still locked, but they were able to give me a ticket number for the problem.
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I contacted Boost again to get a status update on the ticket number they had given me several days before. They didn't really give me an update on that, but told me once again that their records showed my phone was unlocked. When I said the Network lock status still said locked, they assigned me another ticket number. Then I got an email from T-Mobile saying that they'd unlock my Sprint SIM within 24 hours. It was news to me that I had a Sprint SIM rather than a Boost SIM. While I was happy to get an acknowledgement that I have a ticket number, which I didn't get the first time I was given a ticket number, having T-Mobile and Sprint SIM mentioned has me scratching my head. Maybe Boost has farmed some of their customer support off to T-Mobile. Anyway, it's been well past 24 hours and the phone is still locked.
 
Boost used to use Sprint's network a few years ago. T-Mobile now owns the network and it's part of T-Mobile now, but sometimes CSRs get confused.
 
nickdalzell said:
Boost used to use Sprint's network a few years ago. T-Mobile now owns the network and it's part of T-Mobile now, but sometimes CSRs get confused.
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Yes, was aware of that that. I learned how bad Sprint's network was when I was on a vacation through Montana, South Dakota, Idaho and Utah, and my phone didn't work most of the time. I can't remember if I bought the phone before or after I was switched from Sprint to T-Mobile's network. I'm a little bit hopeful that I do have a SIM that was originally provided for Sprint's network and that T-Mobile has the info needed to disable the lock.
 
Boost finally unlocked my phone. I had given up and was surprised to see the message on the phone. Spent about six or seven hours dealing with this over the course of a month-and-a-half until they unlocked it. In the meantime I had gotten several ticket numbers from Boost, and filed an FCC complaint. Not sure if they finally got around to one of the ticket numbers, or were motivated by the FCC complaint.
 
this is what was probably the issue. Boost is using 2 different systems: An old system still run by T-Mobile on contract and a new DISH built billing system. Newer devices such as the a32 have their unlock status controlled via the new billing system and will unlock automatically after one year of use. If the device was however on the legacy system run by T-Mobile the system will set a status of 'unlocked' after the one year period but the update does not take place in the newer billing system to actually initiate the process.

many phone that are now hitting the one year mark on in this situation, especially the ones that were upgrades or added lines to older accounts.
 
nickdalzell said:
Boost used to use Sprint's network a few years ago. T-Mobile now owns the network and it's part of T-Mobile now, but sometimes CSRs get confused.
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Awhile back AT&T actually took over as the network provider to Dish/Boost. The contract between Tmo and Dish fell through.
 
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