device black listed due to non payment or something and im not sure why

[rainb32]

I talked to Verizon directly already and they told me they don't block phones for unpaid bills or if you bought them somewhere else. But that doesn't seem right, and I need to know why. Thanks.
Here's what happened:
I bought my phone brand new from Best Buy and still have the receipt. I dated someone who used my phone with Verizon service. She didn't pay the bill and gave my phone back when we broke up. Now, my Google Fi service stopped working, and it says "emergency calls only." Google Fi says Verizon locked my phone.
I don't get how they can lock my phone because someone else didn't pay their bill or for any other reason, since I own the phone and have proof I bought it. Can someone please explain this? Thanks.

[rainb32]

Is that the best advice I can get for it though don't get me wrong your probably right, and that is my next course of action. But If I go that route I'm also involving the BBB I just figured a rep from Verizon might chime in but I guess not 🤷....thanks for your reply however! It's nice to know I'm not the only one with that idea in mind. 

[SynthpopAddict]

You're welcome.  What I think is going on is because your ex was using the phone - even though it is a BYOD - because she didn't pay her bill, the phone got shut off.  Usually that happens when someone skips out on a contract where a device is included in the deal.  Then Verizon does have the right to blacklist the device to prevent it from being used, if there is an outstanding balance which wasn't paid for said device.

However, you own this particular phone.  But because you aren't a Verizon customer, it could be difficult to get assistance because the agents want to access your account, which you do not have one.  .

[vzw_customer_support]

We can definitely understand wanting to be able to use your phone. If the device was purchased with device payments that were not paid the phone could be restricted until paid. If it was not purchased with device payments, it should not be locked, but we can certainly take a closer look with you. We will be sending over a private message to get additional details. 

-Meg

[vzw_customer_support]

Hi there. Just checking in, did you still need some help with your device?

-Kristen

[rainb32]

I do definitely and I haven't been able to get back here but I will check my private messages

[zutipec22]

I am having the same problem.  Can someone from Verizon please private message me

[vzw_customer_support]

Hey zutipec22, we've got your back. Sending a private message. 

-Rosie

[user12321]

If buying a used phone, how does one know if it is fully paid off or not?

[vzw_customer_support]

You have a great question user12321. If a device is not paid off, it will usually be locked by the carrier. You can try these alternate methods to check if the device is locked. Remember you need to purchase an unlocked device. 

On an iPhone

Open the Settings app.

1. Tap General, then tap About.
2. Scroll down to find Carrier Lock. If it says "No SIM restrictions," the phone is unlocked. If it names a specific carrier, it is locked to that network.

On an Android phone

The exact steps and menu names can vary, but this is the general path.

Open the Settings app.

1. Tap on Connections or Network & Internet.
2. Tap Mobile networks or Cellular network.
3. Select Network operators. You may need to turn off "Select automatically".
4. Allow the phone to search for available networks. If it shows multiple carriers, the phone is likely unlocked. If it only shows one, it may be locked

Or you can use an online IMEI checker by visiting a website like IMEI.org or IMEICheck.net.

~Ivone