Re: Factory Unlocked but Overseas Locked.
leitao
Newbie

Just talk to Apple and they confirmed me the phone is locked by Verizon:

Me: can you confirm to me if this phone is really carried by Verizon and not by other

Me:carrier?

RodneshiaYes, I can, Verizon does appear here. That’s who the phone is locked to.

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Re: Factory Unlocked but Overseas Locked.
vzw_customer_support
Customer Service Rep

Leitao,


We truly appreciate you reaching back out to us & are saddened to hear you are having this much trouble. All of our 4G phones are unlocked for out of the country use with a foreign SIM card. You would have to reach back out to Apple and or try to resolve this with the Brazilian carrier you are trying to use. Here is a link http://vz.to/1OhUfD5 describing our unlocking policy.


AliciaS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Factory Unlocked but Overseas Locked.
Weth
Legend

Which is very odd, since Verizon truly doesn't lock the phones. It is not clear how the phone got to be in that state.

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Re: Factory Unlocked but Overseas Locked.
leitao
Newbie

Just talk to apple again:

Let me update my case notes Andre and I will try to reach out to another advisor that might be able to provide further direction on this.

Me:ok!

AaronI do have another advisor that has connected and is reviewing the case now.

Me:alright

AaronThank you for you time Andre, when working with Verizon was this correspondence via email?

Me:no

Me:https://community.verizonwireless.com/thread/908181?start=10&tstart=0

AaronOk, thank you Andre, is this forum thread directly with you and Verizon?'

Me:yeah

AaronOk, thank you Andre, we are reviewing that correspondence now.

Me:ok

AaronOn closer review of their response Andre, they do not appear to have indicated that the phone is unlocked form their network, but that it should except the SIM card. At this time we do recommend reaching back out to them to confirm that it is unlocked completely from their network.

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Re: Factory Unlocked but Overseas Locked.
Weth
Legend

You are going to need to get a Verizon SIM and then redo the restore as new through iTunes. Without an active Verizon account, Verizon will not be able to help. It still doesn't make sense how this got a lock on it.

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Re: Factory Unlocked but Overseas Locked.
leitao
Newbie

It is not fair to pay for a SIM card to have my problem solved.

Whit SIM Card plan would you recommend me with I would get one?

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Re: Factory Unlocked but Overseas Locked.
Weth
Legend

Cheapest would be if a friend or family has Verizon service, put the sim in and do the restore.  If it doesn't work, then CS to assist with Verizon SIM in phone. 

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Re: Factory Unlocked but Overseas Locked.
Weth
Legend

Found this info, may explain.  Indicates it is an Apple problem. Entire thread here: Carrier - Verizon iPhone 6 / 6 Plus - Some Locked against International Use | MacRumors Forums

"Sim Not Valid'' International Solution

This problem is still going on and relatively unknown until people experience it. It appears to be an issue with iPhone 6/6s models that were offered as "Service Replacement" phones by Apple and assigned an "incorrect policy" from Apple's servers. (See below.) The error occurs when the Apple Server tries to validate the iPhone's IMEI number, there is a lack of synchronization between the databases of Verizon Wireless and Apple servers.

The phones will work with U.S. domestic carriers but not with international SIMs when the user receives a "SIM Not Valid" alert.

If the Apple Customer Support person you talk to is uninformed of this issue, tell them the phone is not locked according to FCC guidelines and there is no pending contract with any US carrier. What needs to be done is to escalate the case to a Level 2 Support Technician or a Senior Level Advisor who will agree to forward a request to Apple's engineers who can fix it from their side. This is the only way to fix it by getting the "activation policy" corrected by Apple engineers. Email your Apple Customer Care Representative a direct link to this post and it will help you as it has helped others to solve this issue for you. (I believe many posts in this thread incorrectly refer to an Apple Customer Support Representative as an Apple Engineer. You will not get to talk to an Apple Engineer, you must go through Apple Customer Support.)

When properly identified, Apple will tell you that you have "a replacement device with an incorrect activation policy" (which takes 30 minutes to 24 hours for engineers to correct). Sometimes the iPhone needs to be restored after Apple makes the change to the activation policy for the phone, before it will work with an international sim.

Most people who have run into this issue get stuck in a loop where Apple tells them their iPhone is locked to AT&T or Verizon. (Yes, we all know Verizon can not legally lock phones.) AT&T or Verizon will accurately say the phone is not locked to their servers. The result is a frustrated phone owner. Unfortunately many find out only when they get overseas.

The SIM Free iPhone "appears" to be locked "internationally" when in reality it is an Apple server setting that essentially acts like an international lock. It can require quite a bit of patience to be nice and persistent with Apple Customer Care Service, and repeated calls/visits to find someone who is open to the idea, since it is an obscure problem relative to the number of total Apple customers, but a large problem for those in need of international phone use. "Service Replacement" iPhone 6/6s iPhones appear to be identified by model numbers starting with an "N".

Should someone plan to use the phone internationally, or want to get more value upon resale, it would be wise for anyone who has received a replacement SIM Free iPhone 6/6s to check their phone. This information is also good for future buyers of iPhone 6/6s who wish to use the phone internationally. There have already been cases where honest owners have sold their phone, not knowing it would not work overseas when the buyer has expectations of it working globally. Neither party is typically at fault, since the SIM Free 6/6s iPhones are promoted as/and are unlocked to begin with.

When contacting Apple Support, it is strongly recommended to provide the AppleCare+ work order created during the "replacement" and the "order number". This will ensure that the "replacement phone" has the same "policy" as the original phone to ensure that all International SIM's will work. Receipts from your original phone prior to the replacement might help also.

The policy for the phone to work domestically and internationally should read:

US Verizon LTE MM N61/N56/N51/N48/N42 = Fully Factory Unlocked for U.S. + Worldwide Use

As opposed to something like:

US GSM/VZW N61/N56 Service Policy = Unlocked Domestically / Locked Internationally

Re: Factory Unlocked but Overseas Locked.
leitao
Newbie

You just saved my life!

Thanks Bro!

"Sim Not Valid'' International Solution

This problem is still going on and relatively unknown until people experience it. It appears to be an issue with iPhone 6/6s models that were offered as "Service Replacement" phones by Apple and assigned an "incorrect policy" from Apple's servers. (See below.) The error occurs when the Apple Server tries to validate the iPhone's IMEI number, there is a lack of synchronization between the databases of Verizon Wireless and Apple servers.

The phones will work with U.S. domestic carriers but not with international SIMs when the user receives a "SIM Not Valid" alert.

If the Apple Customer Support person you talk to is uninformed of this issue, tell them the phone is not locked according to FCC guidelines and there is no pending contract with any US carrier. What needs to be done is to escalate the case to a Level 2 Support Technician or a Senior Level Advisor who will agree to forward a request to Apple's engineers who can fix it from their side. This is the only way to fix it by getting the "activation policy" corrected by Apple engineers. Email your Apple Customer Care Representative a direct link to this post and it will help you as it has helped others to solve this issue for you. (I believe many posts in this thread incorrectly refer to an Apple Customer Support Representative as an Apple Engineer. You will not get to talk to an Apple Engineer, you must go through Apple Customer Support.)

When properly identified, Apple will tell you that you have "a replacement device with an incorrect activation policy" (which takes 30 minutes to 24 hours for engineers to correct). Sometimes the iPhone needs to be restored after Apple makes the change to the activation policy for the phone, before it will work with an international sim.

Most people who have run into this issue get stuck in a loop where Apple tells them their iPhone is locked to AT&T or Verizon. (Yes, we all know Verizon can not legally lock phones.) AT&T or Verizon will accurately say the phone is not locked to their servers. The result is a frustrated phone owner. Unfortunately many find out only when they get overseas.

The SIM Free iPhone "appears" to be locked "internationally" when in reality it is an Apple server setting that essentially acts like an international lock. It can require quite a bit of patience to be nice and persistent with Apple Customer Care Service, and repeated calls/visits to find someone who is open to the idea, since it is an obscure problem relative to the number of total Apple customers, but a large problem for those in need of international phone use. "Service Replacement" iPhone 6/6s iPhones appear to be identified by model numbers starting with an "N".

Should someone plan to use the phone internationally, or want to get more value upon resale, it would be wise for anyone who has received a replacement SIM Free iPhone 6/6s to check their phone. This information is also good for future buyers of iPhone 6/6s who wish to use the phone internationally. There have already been cases where honest owners have sold their phone, not knowing it would not work overseas when the buyer has expectations of it working globally. Neither party is typically at fault, since the SIM Free 6/6s iPhones are promoted as/and are unlocked to begin with.

When contacting Apple Support, it is strongly recommended to provide the AppleCare+ work order created during the "replacement" and the "order number". This will ensure that the "replacement phone" has the same "policy" as the original phone to ensure that all International SIM's will work. Receipts from your original phone prior to the replacement might help also.

The policy for the phone to work domestically and internationally should read:

US Verizon LTE MM N61/N56/N51/N48/N42 = Fully Factory Unlocked for U.S. + Worldwide Use

As opposed to something like:

US GSM/VZW N61/N56 Service Policy = Unlocked Domestically / Locked Internationally

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Re: Factory Unlocked but Overseas Locked.
leitao
Newbie

How can I contact the customer service without been a Verizon Customer?

I just got this email from Apple:

Thanks for contacting us.
Hi Andre,

Your support Advisor has a follow-up message for you.
Hello!

Thank you for calling AppleCare today and allowing me to assist you. Attached to this email is your Case ID: 1082788501.

Please reference the following documentation when reaching out to the Carrier to further assist you with your escalation path:

Carrier: Locked / US GSM/VZW iPhone 6S

How to unlock your iPhone for use with another carrier
https://support.apple.com/en-us/HT201328

Wireless carrier support and features for iPhone in the United States and Canada
https://support.apple.com/en-us/HT204039

Feedback Website for Apple's Products and Software:
www.apple.com/feedback

Have a Blessed and Wonderful Day!

Kindest regards -
Tina
AppleCare iOS Senior Advisor
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