How to remove old phone number from Moto X to enable new activation

I have a Moto X (1st gen) that was previously used with another Verizon account, so it still has the old phone number in it. I just went through the process of adding the phone to my account, entering the SIM number, etc. How do I activate the phone now? I did a factory reset, but it skips the activation process because it thinks it already has a phone number. Any help appreciated.

Accepted answers

hammond13

Thanks for your responses guys. I called customer support and they were able to do something to activate the phone using the SIM card that I have. I guess I should have called them off the bat, but I'm sometimes silly about avoiding the telephone.

All comments

Snn5

Are you using your SIM or another user's SIM? You must use a SIM with YOUR number on it.

hammond13

The SIM was previous used on a different account. As I said I entered the SIM number when I added the phone to my account. Are you saying SIM cards completely non-transferrable? And if so why did Verizon allow me to enter that SIM number?

Snn5

I'm saying you need to use a SIM card that is on your line for your number. IDK why Verizon let you enter that SIM number in. Typically, when you enter that number it assigns some new number to it, but not your phone number. Safest bet is to get a new free SIM at a corporate store.

hammond13

It did assign me a new phone number, but the phone still thinks it's using the old number that was associated with the old account. To be clear, I'm adding this phone to my account, so I'm going from having 1 phone on my account to 2.

hammond13

Verizon_Support

Hammond13, we are here to help you resolve this and get your phone working. Tell us more about how you did the activation. Do you get an error message? Was the sim currently active on another line when you put it in this phone? Sim cards can be transfered but need to be deactivated before they can be used on a different account. Let us know so we can help get to the bottom of this for you.
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