Global: Sim card in my Iphone 5S is not working. Verizon & Apple say two different things.

[lchap25]

Verizon is saying it is unlocked, but when I visit the Apple Store here they're saying that it's coming up "False" (meaning that my iphone 5s is locked, even though it shouldn't be) and that the problem is on Verizon's end. I've been to the Apple Store twice now and have tried various sim cards in my phone. Even my original Verizon sim card isn't being read when it's placed in the sim tray. I need help. When I was putting one of the sim cards in, I think the water sensor or something came out of the tray area (a white circle w/ a black dot in the middle). Help, please!

As I'm currently abroad, I can't go into a Verizon store and ask for help. I did all the steps and as a last resort I backed up and restored my phone. Still, it reads NO SIM or SOS ONLY and I can't even go through the steps to activate it due to this. My phone is useless at this point and my university program makes it mandatory for contact purposes to have a working mobile. I really need help here. Is the problem Verizon? I have less than 30 days left on my Apple Warranty so I would need them to fix my phone if it isn't truly Verizon.

What do you guys think?

[kristieq_vzw]

Hello lchap25! I can certainly help you today! My apologies to hear of the trouble you're experiencing with your iPhone 5s! Let's get to the bottom of this! Are you trying to activate this phone on the Verizon network or with another carrier? All 4G phones are unlocked on our network. You can use a global sim card if traveling abroad. Please clarify further. Thanks in advance!

KristieQ_VZW

Follow us on Twitter @VZW Support

[Weth]

Verizon 5S is unlocked from Verizon.  Something else is wrong with the Phone. 

[lchap25]

I know that & have mentioned that, but the issue is that Apple is reading that it is and I can't argue them if I don't have proof of it being my phone broken when they aren't seeing that.

[lchap25]

I'm trying to use an Australian carrier's sim card. They're called Telstra. However, even my verizon sim card isn't being read in my phone anymore and Verizon is saying it's locked. However, my phone is not working at all now. It's stuck in activation mode and is useless since you can't go passed set up without a sim card. It's not even reading any of the three or four sim cards that I've tried in my phone in the last 2weeks.

I need Verizon to give me verified confirmation that my phone is the issue before Apple will do anything about replacing my iphone.

[kaebfly]

They couldn't give you verified confirmation that your phone is broken if they can't actually verify it (you said you can't go to a VZW store). I'm not understanding why the Apple Store can't troubleshoot the device to see what the issue is (clearly something is wrong if the VZW sim can't be read). I noticed you said something came out of the sim tray area...sounds like your device is damaged and depending on what that is...it may not be covered under any warranty (unless you have some additional coverage).

[JohnB_VZW · Accepted solution]

Ichap25,

Being able to use your phone while traveling outside the USA is definitely important. I apologize for all the inconvenience this has caused. Have you tried reaching out to our Global support team for assistance http://vz.to/17KseUf? They will be more than happy to help get your phone working.

JohnB_VZW

Follow us on Twitter @VZWSupport