Child Item

Site Totals

61366 Questions Answered 267 Categories

VERIZON UNABLE/REFUSES TO UNLOCK PHONE

So I recently purchased a phone on ebay, and verified with the previous owner that the phone is paid off and the account is closed. I also called verizon to verify that the phone shows unlocked on their end and it does, but for some reason the phone is still carrier locked, it continues to show the message "this sim in not from verizon" when another sim from another carrier is inserted, I have factory reset the phone multiple times, the previous owner called in to confirm there are no issues and even had them resubmit an unlock request, he was told that it would take 24-48hrs but still no fix.

The phone is now active on my verizon account but still having the same issue, customer support is saying the phone shows its unlocked so their end and there is nothing they can do to assist me further. They suggest I have the previous owner call in again?!? even thought the phone is associated with my account and the previous owner is no longer with verizon?? Seems like I am being given the run around since they have no clue what to do.

I read that Verizon is required by the FCC to unlock phones after 60 days of service. This phone has been active with verizon service for over 2 years.

Has anyone had any issues similar to this? What would you suggest? File a complaint?

Comments

Jacobmblackwell

I have the same issue, I bought my unlocked Verizon Note 20 5g on eBay in September 2022 and have been using it since then, it wasn't financed nor prepaid, it was definitely unlocked because I could remove my Verizon SIM and use a sim card from multiple different service providers. 2 months ago I went to a Verizon store to replace my physical SIM and he offered to convert it to an esim so I could use my other physical sim cards simultaneously without removing my Verizon SIM. Apparently in doing this he locked my phone to the Verizon network so I can't use any other SIM cards. I talked to so many different representatives who have really done nothing but waste my time, they didn't even think to check if my phone was locked until I suggested that may be the issue after 3 hours of troubleshooting. They confirmed my phone was locked and they "created an appeal/ticket" and promised that my phone will automatically be unlocked within 24-48 hours. Well obviously they over promised and under delivered on that. It's mind blowing to me that a Verizon sales representative can so easily accidentally lock my phone to the Network but tech support and tier 2 are barely capable of diagnosing a problem, much less actually solving it and the best solution they have is to create a ticket to supposedly unlock the phone that they illegally locked! I don't understand why they would set their system up this way, they have to be benefiting somehow but if the benefit is hooking to keep you on their Network, that's the absolute last thing I want to do, they clearly don't care about responding my issue and I'm probably going to cancel my service with them over this and many similar issues in the past and I've been with them for the last decade or more.

Verizon_Support

We're terribly sorry for the issues you have encountered with your device. We will send you a private note to further assist.

~Ivone

marmot-smith

When I inserted a SIM from another carrier it asked for a pin code to unlock the phone.

If the pin code is entered too many tines incorrectly then the phone will be permently locked to the carrier.

If this is what happened then, AFAIK, you'll have to reflash the ROM or change phones.

tdcody

I am having a similar problem. I owned my phone when it was activated on Verizon's network six years ago, and it has been active ever since. Carrier lock was never removed, and I have now made two requests to unlock it and been denied both times. I was only trying to add an e-sim for international data use, but after this nonsense I am going to try another carrier. I'm are the FCC has complaint channels somewhere.

Verizon_Support

I know I would be upset if something similar happened to me, tdcody. The last thing we would want to see is for you to leave us, and we are here to help. You had mentioned that you previously attempted two appeals without any luck. Do you recall what denial response you had received regarding those appeals at all?

-Joseph

tdcody

Hi Joseph - thanks for your response. Below is there text of the denials I have received twice so far.

"Hello ****,

Your request to have your device unlocked has been reviewed. Unfortunately, your device is not eligible to be unlocked at this time. Your device is scheduled to automatically unlock 60 days after your purchase/activation date.

If you purchased your device as a part of a monthly payment agreement, you have the option of paying the remaining balance off from a Verizon Retail Store and resubmitting the unlock request prior to the scheduled unlock date.

For more information about Verizon's Device Locking Policy, please visit the support page on verizonwireless.com.

Keep in mind that your Verizon SIM will work while making calls to or traveling internationally.

For more information about Verizon's international calling plans and TravelPass, visit our International Solutions and Services page.

Thank you

Verizon"

tdcody

Verizon is required by law to unlock phones meeting their criteria (which have been approved by the FCC) and is required to adhere to their published unlocking policy. If they are not, file a complaint with the FCC:

https://consumercomplaints.fcc.gov/hc/en-us/articles/360001201223-Phone-Form-Descriptions-of-Complaint-Issues

Verizon_Support

Thank you for sharing those details with me about what you had received regarding the unlock request denial, tdcody. You're well within your consumer rights to pursue a complaint with the FCC as well, but I think we can help here. Please be on the lookout for a private message from us so we can assist.

-Joseph

allanc30

Joseph - please help me as well. Same thing is happening to my wifes account. We are trying to switch to Tmobile and verizon refuses to unlock the phone even though it was paid in full in 2019. We called Verizon 4 days and got the same denial email as above.

tdcody

I appreciate your attention, and thank you for connecting me with a representative who made a third unlock request. he assured me that he was doing it the correct way, and could see why the first two requests had been denied. He promised me that this appeal would be granted. Unfortunately, it was denied a third time this afternoon. I can only conclude that Verizon is doing their best to illegally lock me into using their service.

tdcody

Don’t hold your breath. They made a third unlock request/appeal for me, and that one was denied also.

KJOY0314

I am a Verizon customer transitioning to the Visible network. I bought my phone outright from Best buy in December 2020. Verizon never owned my phone. In my transitioning, a message keeps popping up from Verizon that reads as follows: "Sorry, your device can't be activated on another carriers network right now. For help, contact Verizon at 800-922-0204 or 888-294-6804 (prepaid plans)" I have contacted Verizon everyday but once, was first told wait 30 mins for the unlock, then 2 hours, then 24 hours then 48 hours, each time we get an email that says it was denied! Denial was as follows: "Your request to have your device unlocked has been reviewed. Unfortunately, your device is not eligible to be unlocked at this time. Your device is scheduled to automatically unlock 60 days after your purchase/activation date."

I OWN the phone. I have spoke to Samsung as well as to Best Buy and they all say it is Verizon since it's a "network" denial. This issue is about to put me over the edge. I just want my phone to be unlocked from Verizon!

I own and paid the paid for the phone December 2020! Verizon has been contacted and requests including escalated ones and we still get the same denial!

Looks like Fcc is the way to go!

Carol Dunaway

SynthpopAddict

Visible is Verizon's wholly owned MVNO (mobile virtual network operator) - I'm shocked your phone won't work with them since it is still using Verizon, just the name is different!

ahjsp134

Bought a phone on my verizon account with my family, paid off the phone, moved off their plan and opened my own account with verizon bringing the phone with me. Verizon never unlocked the SIM. When I upgraded my phone and tried to give the old one to my mom discovered the phone was still locked. They admitted it was their mistake. Spent 11 hours with my 78 year old mother, calling, chatting and going to the store trying to get this resolved.

Finally opened complaint with FCC. It doesn't matter how many times your reps say "I understand how you feel". This is shady.

Hopefully this gets resolved soon.

Verizon_Support

@ahjsp134
wrote: Verizon never unlocked the SIM. When I upgraded my phone and tried to give the old one to my mom discovered the phone was still locked.

It's great you wanted to let your mom use that device, and yeah it is very annoying it's having issues with its locked status. I want to help with that, and get a few details. Is your mom with VZ as well trying to use that device with a VZ number?

-John

Declansdad

Thank you for this link. My wife and I are transitioning to a new carrier and the phone is supposed to be unlocked. Due to being well past the 60 day mark. However, upon transferring and trying to activate new SIM card, the phone says that it does not have a Verizon SIM. Representative from Verizon says the phone has been unlocked foe over 6 months. However, phone is very clearly still locked. Factory reset as instructed by representative and my wife is in tears. Lost so much and phone is still locked. Representative sid they were at a dead end. We will be filing an FCC complaint. Appreciate sharing this resource.

Verizon_Support

Declansdad, we understand wanting to make sure that your phone is fully unlocked. While we're saddened to hear that you're in the process of switching to another carrier, we still want to make sure that we help clear up any concerns with your devices. To best assist, we'll be sending a Private Message.

~Izzy

Solodiver2

My In-laws have two iPhones purchased 3+ years ago at Costco. They are both carrier locked to Verizon even though they were never under contract and the account is current. We have been attempting to get them unlocked for nearly a month. We have texted, called and visited the Verizon store. We have been told to wait 48 hours and later told that they cannot be unlocked except by Costco. Costco says only the carrier (Verizon can unlock them) I had a 20 minute conversion with Apple and they say only the Carrier can unlock them, not Costco or Apple.

I filed an FFC complaint and the Verizon rep again says Costco needs to unlock them.

It is past time for Verizon to unlock them or provide unlocked phones for us to use.

cooidude0

Thanks for posting this, I learned a lot with all of these comments. I have a similar issue right now. I bought a new unlocked iPhone 13 Pro for $1000 from Best Buy with a Tmobile promotion in 2021. Used it with Mint, then Visible, then Tmobile. Xfinity mobile had a promo I wanted to take advantage of so I tried to switch to their cell service and they required that I use e-sim instead of a physical sim. After 32 days with over 20 hours on the phone with 30 different reps, they finally were able to activate my iPhone but when they did, it locked it to their network! I tried my Tmobile and Visible sim cards, they were no longer compatible. I tried porting out to Verizon Prepaid, they said my phone is not compatible, it's locked to Xfinity, only PostPaid would work. I filed 2 complaints with the FCC with no luck. Zach B with Xfinity was no help and swears that Verizon locked my phone, but I never had Verizon as a provider directly, just their MVNO at the time Visible. After that I went to Tmobile so if it was locked by Verizon, it wouldn't work with Tmobile. I went to 4 different Verizon corporate stores asking if they can unlock it and they said their system says it's unlocked, there's absolutely nothing they can do. So do I have to file an FCC complaint against Verizon to get this fixed?

Searat

Even worse. I am the original owner of a google pixel 7. I bought it brand new, paying full price for it at a Verizon store. I used it for two years on our Verizon account. I decided to try a different carrier and transferred the number, only to find out the phone was SIM locked to Verizon. A Verizon rep filled out an "appeal" and submitted it with all the details of when and where I bought it and what account it was on, etc. I just received a denial saying the phone is not eligible to be unlocked because it has not been 60 days since the purchase/activation date. What the heck? Time to pull my families other three devices off Verizon and file an FCC complaint as suggested.

Verizon_Support

We're sorry for the issues you have encountered Searat. We will be sending you a private message to further assist.

~Ivone

Searat

It has been close to a month now with my phone unusable/locked. I have spent hours talking to Verizon support including 3 Tier two support members. I have had three appeals filed by these support individuals all resulting in the same denial form letter that does not give any reason that relates to my situation for not unlocking my phone. Everyone I have talked at Verizon stores and Verizon support has agreed that Verizon should unlock my phone. The Tier Two support people, like Victoria and Archie, have promised to call me back on my work phone to ensure that this is resolved, even setting specific times. They never call back. Verizon support gives no way to follow up with the individuals you were working with. It is beyond frustrating. Here I sit, Verizon having effectively stolen the use of my personal property. If it happened to me, my guess is it has happened to thousands. Again, I paid full price for the phone at the time of activation at a Verizon retailer and used it on my Verizon account for two years. There is no hidden story here. I have all the receipts. It boggles my mind how Verizon can think this is good for their business. I will probably tell this story to dozens. Many will choose to use other providers based on my recommendation. This is how you treat a 29-year customer who still has 3 active devices on Verizon .... for now.

SynthpopAddict

@Searat
, if you have all the receipts and are the original owner of the phone, the only thing I can think of was you purchased it through a 3rd party Verizon authorized seller and not a corporate store. There have been a lot of comments from people who have persistently locked phones where they bought them at a 3rd party store such as Best Buy who have had the exact same experience as you. The only thing I can suggest is to file a complaint with the FCC because all your paperwork ought to be in your account. (Get all the requisite paperwork printed out or downloaded, as I think your account only keeps 18 months at most of historical order data, etc.)

Searat

Thanks for the advice. Will do as you suggested, I just wanted to give them one more chance to do what is right. Seems like they would be upfront with the issue. The only sign on the front of the brick and mortar is VERIZON in big letters. Verizon authorized them to be a Verizon retail store, selling and activating Verizon products. I don't really care what third party Verizon has authorized to do their bidding. The phone is still locked by VERIZON.

RSchloss

I too have had the same problem. I have had my request denied for my phone and my wife’s phone four times. The Verizon agent said proof of purchase was needed to prove the phones were purchased at a Corporate Store and were paid off, which they were. I emailed the agent the copy of the original receipt and still they denied the request. We’ve had the phones for three years. After two decades with Verizon and a dozen phone calls on this issue, I am ready to move on.

Verizon_Support

Hey there, RSchloss, we appreciate your loyalty over the years and want to address your unlcok dilemma. You mentioned you've had these devices for three years. Have you been using service on these phones for this amount of time?

-Lauren

Searat

To close out this story and possibly help others caught up in a similar situation, the problem has been resolved. I filed an FCC complaint, attaching the receipt and explaining the situation. They created a Ticket Number and served Verizon with the ticket. Verizon's executive services contacted me within a day and within another day I put my new carrier sim card in and my Pixel 7 Pro has been working ever since. Too bad I had to go to such an extreme to fix an obvious problem for which Verizon was the source and could have fixed immediately. This resulted in many hours of their support team being wasted and weeks of inconvenience to me.

iamgp7

I have a business account and just upgraded to a 16 pro max. My secondary line on my old phone is an AT&T line. I need both lines to work, so I need my phone unlocked.

Verizon_Support

Hello, iamgp7. Thanks so much for this info. Via this platform, we do not have access to business accounts. Please be sure to contact our Business Support team by dialing *611 directly from your Verizon phone or 800-922-0204 from any phone. Once you input your business account number, your call will automatically be routed to our Business Support team.

-Natasha

fixedbydesign

I'm having the same problem. I have been trying to get an iphone 14 unlocked for six months. It's been incredibly frustrating. The used iphone was a gift to my wife from her father. He has completed his contract and we even have a copy of the bill with a zero balance to prove, but either nobody is willing to help or the people who claim they're trying to help say "it should be unlocked in 24-48 hours" -- but it never gets unlocked.

Please help if you are able.

Verizon_Support

Hello, fixedbydesign, the last thing we want is for you to be frustrated by the unlocking process. To confirm, how long was the phone used on the Verizon network? Are you an authorized user on the account where the iPhone 14 was previously activated? What message are you seeing when trying to use the phone with another carrier?

-Lauren

aldertj93

I bought a Verizon phone and tried to unlock it thru customer support and the dude kept cutting me off and ignoring what I was actually asking and kept telling me he couldn’t help with it’s against the FCC to not unlock our device if it’s been past 60 days and it’s paid off. It’s been paid off for 2 years now and they still haven’t unlocked it. 0 out of 5 stars.

conradwong

I purchased an iphone 16 pro max from Bestbuy and upgraded from my iPhone 12 4 months ago. However, I need the phone to be carrier unlock and has pass the 60 days period. However after 6 calls to Verizon and were told they submitted to some department to handle the unlock. However, nothing has been done for days for the past 45 days since I first contacted Verizon. On one occasion, a Verizon rep suggested I call Best Buy, which I did, but Best Buy said there was nothing they could do as the lock was done by Verizon. On another occasion, another rep suggested to contact Apple, so I called and Apple said the lock is done by Verizon. Verizon is committing fraud by refusing to unlock my phone and has given me a run around and unresolved issues for the past 45 days. Over promised of followup calls did not occur leaving me with more frustrations. Not sure if dealing Verizon for the 7th time will help but I'm filing a complaint with FCC right now as well. This is ridiculous for consumers having to go through so much trouble and talking to endless numbers of Verizon reps.

Jen119

I am having a similar issue: I bought my daughter an iPhone 16 Pro directly from Verizon right before she left for a semester abroad in France; it was on promotion. I looked at the details online and confirmed it was eSIM compatible. Her study abroad program requires her to have a French phone number. It was absolutely not apparent in any materials that I saw (perhaps buried, but this is important info). She tried to activate the eSIM required by her program only for us to find out the phone is locked. The first rep I chatted with noted the policy, but recommended I call to request an exception. I called Verizon and spoke with a rep, who indicated that an exception was possible and would be granted (would take 3 days). No unlock. Got a denial. Called again, the second agent apologized and said the first request was submitted incorrectly, said they put in the correct request, the unlock would definitely be granted, and it would take a week (?!). Talked with a 3rd agent who apologized profusely, said she understood my situation, and said she would put an emergency request in, she guaranteed it could and would be unlocked and said it would take less than 24 hours. She scheduled a call with me for the next morning to be sure. I even received a text noting the call had been scheduled. Got no call the next day and got yet another denial. I chatted with two agents who simply repeated the policy, not really acknowledging the exemption request and the fact that I had been promised it would be unlocked. I have now spent hours on phone and text with various individuals who continue to blame it on the prior rep. While I realize I may have missed fine print, I feel this is a valid concern, I want my daughter to be able to comply with her program, and stay safe in France. I find it ridiculous that I am clearly just being lied to repeatedly and no one can escalate this to someone who can either unlock it or give me a valid reason why it can't be done as a one off for a customer that has been with Verizon since 2000. I would love to say I'll leave Verizon, but really I just want acceptable customer service, acknowledgement of my issue, help for my daughter, and an acceptable resolution. This experience has been wholly unacceptable and Verizon should be ashamed. I will file a complaint, as well.

Jen119

Similar issue - my daughter is studying abroad in France and, as part of her program, requires a French phone number. I had bought her a new iPhone 16 pro directly from Verizon. I've spoken with three agents to request an exception to the policy (which is not apparent at all when buying a new iPhone from Verizon - this info should be very clear). Each rep assures me that the request will be granted, blames the last rep, etc. One even set a call with me, with a text confirmation , for the next day so I could feel secure that she would ensure it was unlocked. All three tickets denied after each agent guaranteed that the request could and would be granted. I feel lied to and I am angry. I have been a customer since 1999, I believe. It hurts to be treated like this and I simply need to help my daughter stay safe in France and meet her program's requirements.

Verizon_Support

Jen119, we know how important it is to stay connected, and we are here to help. We have sent you a private message to further look into this.

~Freddy

Jen119

I have now filed an FCC complaint.

Jen119

Where will I see this message? I hope it is from someone who has the authority to help with my issue as I don't want to waste more of my time.

Jen119

Update: passed onto another rep that indicated the problem was lack of a secure PIN: I have that form submitted and it will take 24-48 hours for the team to review and let you know the decision. I am sorry that the previous agents did not do the Secure PIN. I am not sure why that wasn't done to be honest, but it has been stamped in the account now so that it will get past that hurdle. I am sorry for the inconvenience and wish that we could have gotten this done here.

I believe I am again being run around and just delayed so that they expect I will get tired and give up. I really have had no one give me a valid response to what I think is an acceptable request. I would like a call with a higher level individual who has authority to accept this request.

Jen119

POSITIVE UPDATE!!! I want to be fair and now report that the last request (using the PIN) was successful and my daughter's phone has now been unlocked as an exception given her circumstances. I sincerely appreciate the work of the last rep to help me in this (and am sorry I was not nicer to him, but was so hopeless after the prior attempts). So good ending for me.

young_starr

I am having same issue they say they have unlocked it but nothing has been done. It has been 3 months now and I continue to pay my bill but they continue to not unlock my phone. There needs to be a class action agasinst them for not following FCC rules regarding unlocking devices

young_starr

Yes. two of them I am currently still using on the service

G222

I paid off my son's Samsung S22 as he was moving to T-Mobile. Verizon support keeps telling us it's unlocked but the phones states can't be active on another carriers network please contact Verszion support. Been on the phone with 10 different people and keep getting the run around. Verizon customer service is a joke thus I'm moving all my 8 lines to other carriers.. Sad to go after 14 years but what a joke. Everyone we talked to just give us a fake name with no operator ID or employee ID so can't even complain. First we spoke with "John" them "Manny then "Shawn" them "Joan (Manager" then "AJ". Finally got upset and asked for someone in a US call center and allegedly got ""John" in the US but that was nonsense. Verizon customer service is garbage. They also messed up my billing a year ago and I had to pay $900+ to keep my service active and they could only credit me $130 a month back. Wasted so much on that issue as with and the same nonsense. Moving to T-Mobile.

Verizon_Support

Hi, we hate to hear what you are going through. This is not the experience we want our customers to have. We are happy to help you with your unlock request. I am sending you a private message.

-Jazzy

Silvertigre2014

I recently experienced an incredibly frustrating situation trying to get my phone unlocked by Verizon. In comparison, every other company I've dealt with has made this process straightforward – all they needed was the IMEI number to determine if the phone could be unlocked. No account number, no extra hoops to jump through. But with Verizon, it took me over three hours, being transferred from one representative to another, without any resolution or help whatsoever.

This feels like an intentional obstacle to prevent customers from switching carriers, which goes against FCC guidelines. Delaying the process like this constitutes unfair practices and violates consumer rights.

If you're planning to switch carriers, be prepared for a long and exhausting battle with Verizon. It's time companies like Verizon follow the law and make this process as simple as it should be

JE55EJAMES

I have the same song and dance going on for me right now.

Go to swap to a different carrier. Everything looks ok on both sides. New SIM in, restart phone, new network shows up for 2 seconds then shows "Network locked".

Call in, speak to multiple representatives, "we need to submit a form to request the unlock... can take up to 48 hours".

Ok... so now I'm in limbo as far as my phone number is concerned. I can't get on the new carrier network because you've locked me out and I'm no longer on your network. What should I do? I have customers that call me on this line. I'm a 3rd teir support engineer and when I get calls it's a 4 alarm fire and $1,000's of dollars being lost each minute they're down. How do I help my customers Verizon?

Who is this shadow entity in Verizon that none of your service reps have access to? Nothing can be escalated to... up to 48 hours without a cell phone nowadays is ridiculous. Especially when it's a digital transaction. It's not like a physical part needs to ship and travel across the country. It's a few keystrokes for goodness sakes!

It's Monday and the 48 hour mark is 6 hours away for me. If I'm not unlocked by then, the FCC compliant is going in and I'm going to stand in front of one of your corporate stores with a sign that reads "Hostage to Verizon network. Talk to me before going in." I'd rather be taking calls from my customers instead of boycotting your stores but I can't get any calls so I'll do something productive with my time and try to save a few people a headache.

Since you are going to affect my business, I'm going to affect yours.

Unacceptable Verizon.

JE55EJAMES

Just following up on this thread.
FCC complaint has been filed.
The Better Business Bureau is my next stop to file a complaint.
If nothing has changed by the time I finish filing that complaint...
I am also a member of Consumer Reports and will file a complaint with them.
If nothing has changed by the time I am finished filing that complaint...
I will post on Reddit and other phone forums under potential new phone service posts of this issue...
Then I will start working on my sign to walk in front of my local corporate Verizon store location.

Waiting on a a resolution....

Verizon_Support

Hello, JE55EJAMES, we do have a 60 day device unlock policy, with certain exceptions if we are eligible to override the 60 day policy, we do need to submit an internal form to have that reviewed and if eligible approved. We regret any inconvenience as we always want it to be easy to do business with us. In terms of that process, the right steps have been taken and we do need to wait for that resolution. Below I have attached a link to our Device Locking FAQ's to help with any other questions or information you need.

https://www.verizon.com/support/device-locking-faqs/

-Sarge

JE55EJAMES

Hey Sarge! Nice name

I understand all that but I have had this phone on the Verizon network for 6 years... I'm pretty confident that 60 days has passed.

I did receive an email response with a denial similar to what someone else in this thread posted.

What are my next steps here?

Child Item