I bought a Motorola Edge 2021 XT 2141 refurbished / used from Amazon. No it was supposed to be a 2022 but I missed the return window. It's really irrelevant anyway customer service told me this phone is unlocked. On the PreCheck with total Wireless it comes back compatible. I'm free check with TracFone it comes back compatible. With visible it comes back not compatible but visible says that about every Android phone. Regardless I have tried all three SIM cards in this phone and every one of them prompts the message that this device cannot be used with another carrier at this time and to contact the phone number which is Verizon prepaid. Customer service acts like I'm stupid and that I don't know what I'm talking about I find it funny though that the one person that did try to help me with this was with visible and he took information from the actual phone and tried bouncing it off of the towers or something I don't have any of that works but it did not work. He said I need to talk to somebody and tech support with Verizon but customer service won't let you pass them because they know all. I threw out the possibility that maybe the system just somehow got marked incorrectly I was told that was impossible well I know that's not true anything's possible I also threw out the possibility that maybe this phone somehow never was activated. I was told that was impossible too because it couldn't get marked as unlocked if it had never been activated. That too sounds ridiculous anyway that's far as I got was Verizon but can somebody please help me with this phone I I've been with visible for years now and would really prefer to stay with them. I know this phone is old but I'm in a financial situation right now that does not allow me to purchase another new one at this time. I just need this to get me by for a little while. Please help
I would contact Amazon explaining the situation and ask if you can get a refund. They were saying that the phone is unlocked, but it clearly is not. There is no way for you to get the phone unlocked because you are not the original owner and the device's history cannot be vetted. Sadly, this is a common problem with previously owned phones.
I'm sorry to hear that your device is currently locked. Based on what you shared, since you made that purchase from a third party, youโll need to reach out to the original seller you purchased from. You can view our device unlocking policy for post pay and prepaid devices here: https://www.verizon.com/about/consumer-safety/device-unlocking-policy
-John
Start a new topic or ask questions in the open forum.
