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My iphone does not work in Spain
Andressg
Member

I am writing you from Madrid, Spain.

My daughter [removed] has spent the last year in Nebraska, USA, as interchange student.

On March or April 2018 she bought an Iphone 8 Plus at Verizon. She was assured that the phone could be used in Spain
without any problem.

She has come back to Spain on May 2018, and when she has tried to use the card of the Spanish phone company, which is [removed], the phone does not recognize the card.

I have called to Verizon USA many times, and in every occasion the operator, after made some checking,  told me that there are not any limitation of use imposed by Verizon. I have spent more than 50$ (40€) calling the Verizon attenttion of the client number.

Nevertheless, as the phone doesn´t work I called to Apple customers service, and they had assured me (two different times) that the phone is blocked by Verizon.

The phone is:

Iphone 8 Plus

Customer: [removed]

USA Tlf Number:[removed]

IMAI [removed]

MIED [removed]

I would be very grateful if you could help me to solve this matter.

Content modified as required by Verizon Wireless Terms of Service

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Re: My iphone does not work in Spain
vzw_customer_support
Customer Support

If the device was paid off entirely, service with Verizon Wireless can be discontinued at the end of the current billing cycle. This allows the device to be used on other GSM carriers. Devices are locked in transit, to help in theft deterrence. They then need to be activated, temporarily on the Verizon Wireless network, to remove the transit lock.Try to ensure that all international settings are correct, then power cycle the phone, and try again. 

View solution in original post

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Re: My iphone does not work in Spain
Ann154
Expert
Expert

There are some unanswered questions I have about how the iPhone was purchased that will help determine what your options might be.

Was it purchased for a postpaid or a prepaid account?

Did she pay for the phone at full retail price in one lump sum? Please provide the dollar amount of the purchase only and the model size purchased.

Was it purchased as a phone in the box which is intended for use as a prepaid phone?

Did she ever use it on the Verizon Wireless network? If so, how long?

The other community members and I might have other questions or ideas based on your responses.

Part of the problem you may have is Verizon Wireless actually started locking their 4G phones and would only be SIM unlocked after they had activated on the Verizon Wireless network for postpaid accounts or used for a predetermined time on a prepaid account. This started around the same time as your daughter's purchase. The reason for the change in policy was to prevent thieves and others from take an unused phone and activating it on another carrier.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: My iphone does not work in Spain
Andressg
Member

Dear Ann

First of all, I would like to thank you for your help, that I really appreciate.

My real problem is that, from Spain, it is impossible to have contact with a representative person of Verizon that can help me.

I have spent a lot of money and time calling the Verizon Wireless customers service, without a solution.

In the web page “My Verizon” does not work, and also It is impossible to start a chat with a representative person of Verizon.

I am sure that if someone sent me an email message, in order I could respond and explain what is my problem, It would be easy to find a solution.

I will answer your questions:

Was it purchased for a postpaid or a prepaid account?

Postpaid account, with a contract.

Did she pay for the phone at full retail price in one lump sum? Please provide the dollar amount of the purchase only and the model size purchased.

She bought the phone on Hastings, Nebraska, 03/25/2018. Iphone 8 plus 64 GB. 910$ for the phone plus 36,96 $ for the calling plan.

Was it purchased as a phone in the box which is intended for use as a prepaid phone?

No, It was purchased with a contract.

Did she ever use it on the Verizon Wireless network? If so, how long?

Yes. April and May 2018. My daughter cancelled the contract when she come back to Spain.

Thank you very much again for your help.

Best regards.

Andrés Sánchez.

De: Ann154

Enviado el: martes, 28 de agosto de 2018 17:52

Para: Andres Sanchez

Asunto: - My iphone does not work in Spain

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Re: My iphone does not work in Spain
vzw_customer_support
Customer Support

If the device was paid off entirely, service with Verizon Wireless can be discontinued at the end of the current billing cycle. This allows the device to be used on other GSM carriers. Devices are locked in transit, to help in theft deterrence. They then need to be activated, temporarily on the Verizon Wireless network, to remove the transit lock.Try to ensure that all international settings are correct, then power cycle the phone, and try again. 

View solution in original post

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Re: My iphone does not work in Spain
Andressg
Member

Dear CraigS

Thank you very much for your answer.

Please notice that I am currently in Madrid (Spain) and can not go to a Verizon store.

In Apple customer attention service they assured to me that the phone was blocked by Verizon, and that It could not be used in Spain until It was unblocked by Verizon.

Could you explain to me what exactly should I do:

“Try to ensure that all international settings are correct, then power cycle the phone, and try again.”

Kind regards.

Andrés Sánchez

De: vzw_customer_support

Enviado el: jueves, 30 de agosto de 2018 13:08

Para: Andres Sanchez

Asunto: - My iphone does not work in Spain

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<https://www.verizonwireless.com/landingpages/shop-phones-devices/> Shop

<https://www.verizonwireless.com/support/> Support

<https://www.verizonwireless.com/my-verizon/> My Verizon

My iphone does not work in Spain

created by Verizon Wireless Customer Support <https://community.verizonwireless.com/people/vzw_customer_support> in Apple - View the full discussion <https://community.verizonwireless.com/message/1604329#1604329>

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Re: My iphone does not work in Spain
Andressg
Member

The phone is working.

Thank you very much for your help, Ann and Craig.

Best regards..

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