Help! I purchased a new unlocked pixel 6 in 2021 from Best Buy and activated it on my Verizon Wireless business account. I purchased it in full and have the receipt. I'm trying to switch wireless carriers now and successfully transferred my phone number to the new carrier. However, when trying to activate the new eSIM by scanning the QR code from the new carrier I get an error that says my phone is locked by Verizon. After 3 days of talking to tech support and fraud support at Verizon they still refuse to unlock my phone SIM. My SIM lock appeal was denied because Verizon has no record of me purchasing the phone. Fraud support said Verizon cannot unlock it because I purchased it at Best Buy, and Best Buy support says they don't have any ability to lock unlocked phones. I've already filed a complaint with the FCC.
Christypruitt83, let's figure out what the issue is with your device, and make sure we're able to unlock it. We're sorry for the amount of this this has taken, but we're going to make sure a solution is found. Please be on the lookout for a Private Message.
~Jesse
Let's figure out what the issue is with your phone unlock. Please let us know when you're available os we can help.
~Jesse
I am having the same problem tech said it would be unlocked in 24 hours, not unlocked, I sent message to Verizon Admin, female called me said my phone would be unlocked, at time of call, checked and phone still locked not getting any help from calls I made. I filed complaint with FCCC.
I have the same problem with SIM lock on my phone, I made numerous calls to have it unlocked no help. Sent message to Verizon Admin., female called me said she would have SIM unlocked, I checked while she was on phone, SIM still locked, she instructed me to turn phone completely off then on and phone will unlock, Phone still locked, Attempted to call several times for help with locking, Tech info did not help phone is still locked. I filed complaint with FCCC today.
Hello, laanui60. Help is here. Please share more info. Just to confirm, did you purchase this device from us? Do you still have an active account? Typically, once we unlock it, if it still doesn't show unlocked, you must then complete a full factory data reset on the phone. Please let us know.
-Natasha
I just experienced the same issue. I received a replacement Pixel 6a directly from Google. It was fully unlocked. I activated the phone on Verizon using a physical SIM card. I am now overseas and want to use the e-SIM function. My phone shows the e-SIM slot is available with it's own IMEI. However, when I tried to load an e-SIM on the phone, it failed and I received the message "Your device is locked." I called Verizon and they said, "yes, we locked the e-SIM when you activated for security purposes." I told them I never agreed to this and asked why. The response was that "it protects the phone from being stolen and activated on another network." I said that sounds a bit ridiculous.
Customer Service said they submitted a request for the e-SIM to be unlocked but it may take up to 72 hours! Ridiculous for a simple request (Verizon can activate my phone in 30 minutes, but it takes them 72 hours to unlock the e-SIM?!?!). Makes me suspect there is something more at work here. I now I see that lots of folks have experienced this problem recently and some have failed to get the unlock accomplished within 72 hours. What terrible customer service by Verizon!!
@jpmorris123, I don't know how long this feature has been in place for postpaid accounts, but I noticed SIM Lock and Number Lock security features recently being added to my prepaid account. Go into your account and disable the SIM Lock feature and that may solve your problem. I'd turn it back on at some point though, as the feature prevents someone from hijacking your SIM/eSIM in a "SIM swap" sc*m. In case you're wondering, Number Lock blocks fraudulent port outs of your number and you would need to disable it in order to port.
Thank you for the suggestion. I had already disabled the SIM Lock feature. I believe the issue is on the Verizon side (which they seem to acknowledge... but have yet to do anything). For other phones on my account, the online "Device Manager" shows they are "eSIM capable." This phone does not show that.
We would be happy to take a further look at this with you. We will send a Private note so that we can get some more details. -Dee
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