Boost subset number run-around

[Maedie]

Hi - I have a SAMSUNG J2 phone which today I attempted to change to another Telco.

When I went to change from BOOST I had to input my IMEI number, which was given to me by J*** at BOOST. With the Samsung J2 you only get 3 attempts to input your details and one attempt was lost when the number J*** supplied did not work. Apparerently I need a SUBSET NUMBER which J*** advised would be provided after he sent an email through to Samsung as there was a problem with the Samsung J2 phone and the information could only come from Samsung. I contacted Samsung after disconnectiing from J*** and they advised me they are aware of no problems with the J2 and also they catagorically stated they do NOT supply SUBSET NUMBERS. Can anyone help me with information regarding this SUBSET NUMBER please. My number has already been ported and now I have no phone connection for 7-10 days as BOOST's J*** said was needed to obtain the details from Samsung. I called my new Telco and they said it was definitely a BOOST problem, I called BOOST back but this time I was given 2 options, Option 1 was obviously the it's not our problem it's Samsungs or Option 2, wait until I get a SUBSET Number in 7-10 days. I have a phone still locked to BOOST because I still need this SUBSET NUMBER. So even though I have already the service with my new Telco, my phone is still locked to BOOST. This whole situation is just wrong on so many levels and I'm not sure what else I can do.

[DrQ]

My understanding is that the subset number request needs to go through a specialised team hence the timeframe. My understanding is that it requires the specialised team to work with Samsung (in this case) to identify and correct the issue. Once the issue has been identified is when the subset code is allocated and then provided to you. It isn't just Samsung and isn't just boost, it happens occasionally in general where the unlock code provided to the telco doesn't validate correctly.

If you haven't heard after the 7-10 days I would suggest calling and asking to speak to a manager and lodge a complaint. 

[Maedie]

Thanks so much DrQ - I definitely appreciate your reply.

I understand the problem I'm experiencing is solely a BOOST Internals problem. What I don't understand is why BOOST felt the need to lie to me, to deliberatly mislead me into thinking it was a Samsung problem, that somehow BOOST were blameless & it would take 7-10 days for the to-oing & fro-ing (BOOST/SAMSUNG/BOOST) for my phone to be unlocked. Is it more acceptable to lay the blame elsewhere these days? 

The problem isn't a first for BOOST either! Reading through the Forum, I found other members have experienced this same problem & in one instance it was on-going, 21 days later. That it can take 7-10 or up to 21 days to rectify a problem, with a take it or leave it attitude (as options are limited & one is at the mercy of BOOST or my phone is useless), really is, and in this day and age, totally unacceptable, don't you think? Kind of like this Karma for me wanting to change to another Telco Two of my friends have changed Telco's in the past few days and after paying a minimal fee, were provided with an instant & successful unlock code. Having trouble understanding what's so hard?  Am I wrong to expect better?

[DrQ]

There is def no excuse for the lack of transparency you have experienced.

Completely agree. It is something Boost (in partnership with their network provider Telstra) need to get sorted with Samsung for you.

The phones are locked by the manufacturer for the carrier who then provide the carrier the unlock code to provide/sell to their customers based on the carriers policy.

The subset code is requested when for some reason the unlock code doesn’t work when it should. It is a backup built into android for when it doesn’t unlock correctly.

Again. I completely agree they should be upfront and should stick to the timeframe or at least if they don’t have an answer by the 7-10 business days to give you a call and let you know. Keep you in the loop.