Hello,
I am following up regarding my device unlock request and since there isn’t a direct email address…I am giving this discussion board a try. At this point, I am requesting that someone review the complete history of my account and previous support interactions before asking me to repeat the situation again.
I am currently deployed overseas, where Verizon service is largely unusable. Most of the time my device only receives “G” (GPRS) or “E” (EDGE) service, which is insufficient for reliable voice, messaging, navigation, or the operational communications I need while deployed. I purchased an unlocked-capable dual SIM device specifically so I could activate a local Saudi carrier using my secondary eSIM while maintaining my Verizon number.
Over the past week, I have spent countless hours speaking with more than 20 Verizon representatives trying to resolve this issue. Not to mention the many times I tried to connect but couldn’t because I had insufficient service or WiFi. Despite everyone’s willingness to help, I have repeatedly been given conflicting information and promises that have not been fulfilled.
To date:
• I have completed three separate Military Service Suspensions because I was repeatedly assured that suspending my line would automatically trigger my device to unlock and that my Verizon service would automatically restore after approximately 24 hours.
• On each occasion, neither occurred. My service was not automatically restored, my device remained locked, and I had to contact Verizon again to have my line reactivated.
• During another interaction, I was specifically told that my line simply needed to be suspended for a few minutes in order for me to activate my secondary eSIM. Once the suspension completed, I was then told the unlock would instead take 1 to 2 hours. That also never happened.
• I was later advised that I simply needed to wait until today because my device would become eligible for unlock after 60 days. Today is that day, yet my device is still locked.
Your own support representatives documented the urgency of my situation, including that I am deployed, that Verizon coverage at my location is extremely limited, and that I require a local carrier to perform my duties.
For reference, here are previous chat records I was able to capture:
• Chat ID: *****
• Chat ID: *****
Additionally, I can see that an internal support ticket was created for an early device unlock, but after two days there have been no updates communicated to me.
This issue is no longer simply about unlocking a phone. It has required repeated contacts, repeated military suspensions, hours of my time while deployed, and multiple assurances that ultimately proved inaccurate. The inability to activate a local carrier has materially impacted my ability to communicate and perform my duties in an environment where Verizon service is often limited to GPRS or EDGE.
At this point, I am respectfully requesting that my case be escalated to the appropriate team with authority to complete the unlock or provide a definitive explanation as to why it has not been completed despite the previous commitments that were made.
I appreciate your time and look forward to a resolution.
