IPhone 16 Pro Max Not Activating from the iiPhone 12 Pro Max

After FIVE 3 hr DAYS at Verizon to get a new iPhone 16 Pro activated from an iPhone 12 Pro Max I remain continually in an experience somewhat like being stuck in a place being engulfed with flames while Verizon Tech Support in horns and pitchforks laughs while the inability to activate scene continues to loop and I’m surrounded by and tech support incompetents. Verizon software glitch (as described in Reddit & X posts) from years ago described the same problem that Verizon can not or will not fix.

Twenty one (21) Level 2 reps later have said everything and nothing. No Level 2 Tech rep makes notes. No Level 1 tech rep makes notes. Most of these techs are in the Philippines . The Verizon Manager advised me to come in to the store early in the morning when hopefully they/I can get someone in the USA to get my new iPhone 16 Pro Max activated.

NONE OF THESE TECHS ACTUALLY KNOWS WHAT THE ISSUE IS OR HOW TO FIX IT.

Accepted answers

Verizon_Support

Hello, @MarieLaaveaux, I regret any inconvenience as we always want it to be easy to do business with us. I would love an opportunity to look at your account to see what actually is going on. I am sending you a private message now.

-Sarge

All comments

MarieLaveaux

that because I have a iPhone 12 Pro Max with a SIM card that it will not activate my new phone 16 Pro because there is a problem with the iPhone 12 Pro Max sim card?

Verizon_Support

Hello, @MarieLaaveaux I am so sorry this has been your experience lately. I would love an opportunity to look at your account to see what actually is going on because this seems like something that should be simple. I am sending you a private message now.

-Jaquetta

SynthpopAddict

An Android user reported when they attempted to put their old SIM card into a newer version of the same type of phone, it totally broke things until they got a completely new SIM or eSIM for the new phone. If you were trying to convert the SIM card from the iPhone 12 by copying it into an eSIM for the iPhone 16, that's probably why things aren't working. A Verizon agent needs to get you a completely new eSIM.

Verizon_Support

-Sarge

MarieLaveaux

From March 15 to March 25 Verizon Tech Support Level 2 can not solve an activation problem on their end with software glitches.

Customer Service rep was on phone with them for 3 hrs a day trying to activate new iPhone 16 Pro Max trade in from an iPhone 12 Pro Max.

A failure on Verizon’s end. Tech Support is useless. At least a dozen tickets were filed. No tech writes notes which makes it nearly impossible to get anything accomplished.

6 iPhones were attempted to be activated.

Tech support just said: ‘Have customer return the 16 Pro Max.

This is pathetic.

MarieLaveaux

Problem not solved. From March 16 to March 25. Just left Verizon store. See updated customer support request.

Verizon_Support

Hello MarieLaveaux, we're very sorry to hear that support has not been able resolve this yet. We're sending you a Private Note for additional support with this issue. Let's work together to get your new iPhone 16 Pro Max working. -James

MarieLaveaux

Very sorry to tell you, this is Not a solution.

Verizon_Support

-Sarge

MarieLaveaux

Sarge,

Verizon Tech Support Level 2 and the "Activation Team Support' do not have answers why the iPhone cannot be activated. The only suggestions they had was to return the iPhone - which I did on Monday - and to not buy another one. (This is a very unsatisfactory option for me). The customer service rep who I had an appointment with did not show up. The rep taking her place had no ideas what what going on.

MarieLaveaux

Activation Issues of iPhone 16 Pro Max.

After ten days - 3 hours a day - (3/15/25 to 3/21/25) at the Verizon El Cerrito, CA store and rep on phone to Level 2 who could not solve the problem and nobody really knows what the problem is, the only recommendatin by reps was to refund me and try a new iPhone. There were 7 iPhones tried and refunded and many tickets filed with tech support.

Unfortunately every ticket and phone returned presents an error message(s) given to the rep which are below:

1. Muliti-Activation Line Mix Order (due to purchase and refunds of 7 iPhones?). Also, I read it takes 30-60 days for these tickets and purchased and refunded iPhones to be removed from my account. Is the correct?

2. Failed Mutual Exclusivity Conflict Return Service ? Is this the same as #1. above?

3. An ICCID (Integrated Circuit Card Identifier) Error Message? Advised to get another ICCID number? Not sure how one would go about doing this.....Maybe getting a new SIM card which would have a new ICCID serial number identifying it to Verizon (as network provider)?

Yesterday, April 1, went to a different Verizon store - in Corte Madera, CA - to try again to get an iPhone 16 Pro Max as offered in Verizon's Advertisement Special. Same problem. Except this REP's solution was to get the iPhone through the online app or calling Verizon to have it mailed to me or deliverred to the store for me to pick up. The store Manager was doubtful this would make any difference.

I've been with Verizon for 14 years. Of course, this means nothing to Verizon at all. Loyality is fading fast on this offer for me.

I ordered a phone from Verizon app as suggested by REP yesterday. I will follow up with the activation results, which are not high due to the fact that at least 12 or so tickets were filed and will take 30-60 days to drop off my Verizon account record. Why can't Verizon just get them off my record and get my activation issue solved?