mobile

So I called tmobile and requested my gs6e to be unlocked. I got the email that the unlock is ready with instructions on how to use the tmobile device unlock app. But it keeps saying, "Unlock Failed". I called csr and they don't have a clue why it's not working and told me I could exchange it for another phone. Apparently, they cannot give an unlock code to enter and I have to go through their app to unlock.

Curious, has anyone successfully used the Tmobile device unlock app to unlock their gs6e yet?