VERIZON UNABLE/REFUSES TO UNLOCK PHONE

[DWII]

So I recently purchased a phone on ebay, and verified with the previous owner that the phone is paid off and the account is closed. I also called verizon to verify that the phone shows unlocked on their end and it does, but for some reason the phone is still carrier locked, it continues to show the message "this sim in not from verizon" when another sim from another carrier is inserted, I have factory reset the phone multiple times, the previous owner called in to confirm there are no issues and even had them resubmit an unlock request, he was told that it would take 24-48hrs but still no fix.

The phone is now active on my verizon account but still having the same issue, customer support is saying the phone shows its unlocked so their end and there is nothing they can do to assist me further. They suggest I have the previous owner call in again?!? even thought the phone is associated with my account and the previous owner is no longer with verizon?? Seems like I am being given the run around since they have no clue what to do.

I read that Verizon is required by the FCC to unlock phones after 60 days of service. This phone has been active with verizon service for over 2 years.

Has anyone had any issues similar to this? What would you suggest? File a complaint?

[Jacobmblackwell]

I have the same issue, I bought my unlocked Verizon Note 20 5g on eBay in September 2022 and have been using it since then, it wasn't financed nor prepaid, it was definitely unlocked because I could remove my Verizon SIM and use a sim card  from multiple different service providers. 2 months ago I went to a Verizon store to replace my physical SIM and he offered to convert it to an esim so I could use my other physical sim cards simultaneously without removing my Verizon SIM. Apparently in doing this he locked my phone to the Verizon network so I can't use any other SIM cards. I talked to so many different representatives who have really done nothing but waste my time, they didn't even think to check if my phone was locked until I suggested that may be the issue after 3 hours of troubleshooting. They confirmed my phone was locked and they "created an appeal/ticket" and promised that my phone will automatically be unlocked within 24-48 hours. Well obviously they over promised and under delivered on that. It's mind blowing to me that a Verizon sales representative can so easily accidentally lock my phone to the Network but tech support and tier 2 are barely capable of diagnosing a problem, much less actually solving it and the best solution they have is to create a ticket to supposedly  unlock the phone that they illegally locked! I don't understand why they would set their system up this way, they have to be benefiting somehow but if the benefit is hooking to keep you on their Network, that's the absolute last thing I want to do, they clearly don't care about responding my issue and I'm probably going to cancel my service with them over this and many similar issues in the past and I've been with them for the last decade or more.  🙄

[vzw_customer_support]

We're terribly sorry for the issues you have encountered with your device. We will send you a private note to further assist. 

~Ivone

[iamgp7]

I have a business account and just upgraded to a 16 pro max. My secondary line on my old phone is an AT&T line. I need both lines to work, so I need my phone unlocked.

[vzw_customer_support]

Hello, iamgp7. Thanks so much for this info. Via this platform, we do not have access to business accounts. Please be sure to contact our Business Support team by dialing *611 directly from your Verizon phone or 800-922-0204 from any phone. Once you input your business account number, your call will automatically be routed to our Business Support team. 

-Natasha

[fixedbydesign]

I'm having the same problem. I have been trying to get an iphone  14 unlocked for six months. It's been incredibly frustrating. The used iphone was a gift to my wife from her father. He  has completed his contract and we even have a copy of the bill with a zero balance to prove, but  either nobody is willing to help or the people who claim they're trying to help say "it should be unlocked in 24-48 hours" -- but it never gets unlocked.

Please help if you are able.

[vzw_customer_support]

Hello, fixedbydesign, the last thing we want is for you to be frustrated by the unlocking process. To confirm, how long was the phone used on the Verizon network? Are you an authorized user on the account where the iPhone 14 was previously activated? What message are you seeing when trying to use the phone with another carrier?

-Lauren

[fixedbydesign]

Hi Lauren,

"Hooray! Your iPhone 14 Plus is compatible with the Cricket network. However, it is a locked device. Please contact your current provider for assistance."

I am not listed as an authorized user on the Verizon  account, which  is in my MIL's name. But, of course, they'll cooperate and sign off as needed, although they had become extremely frustrated by April and gave up themselves. I do not know how many times they have visited their Verizon store trying to have the phone unlocked. 

I'm not sure exactly how long my father in-law  used the phone on Verizon network before giving it to us. He did pay an exorbitant early termination  fee so that the phone could be used on other networks.  Multiple Verizon agents have confirmed that the  phone  in question legally/contractually may be unlocked and that they were  unlocking the phone -- but the phone  hasn't been unlocked. (I'm hoping that this was all simply a systems issue  and you are able to easily help me (or my in-laws) once I've given you all the information you need.

 I  have a copy of their Verizon bill showing a zero balance that is dated June 5, 2024. 

Thank you, and please  please help. If you do need to get authorization from the account holder,  they will fully cooperate. Of course, I can give you the account and invoice numbers in a PM . Whatever you need.

[vzw_customer_support]

Thanks for that info, we certainly want to help point you in the right direction so we can take a closer look at this device. In your message you mentioned early termination. Is the account currently active or has it been fully disconnected?

-Lauren

[fixedbydesign]

The account has been fully disconnected.

[SynthpopAddict]

First of all, if your father-in-law ended a contract early, if it was under 60 days when he quit, then the phone can't be unlocked because it wasn't used on Verizon for the required 60 days.  It helps if the phone is paid off, but that's not all it takes.  I'm not surprised that the store employees can't do anything, as it's a computer system thing where the phone is supposed to automatically unlock once the 60 day provision is fulfilled.

What I'd recommend is that your father-in-law check how long he used the phone on Verizon before ending the contract.  If it was used for at least 60 days, he needs to contact the FCC about the persistently locked phone and provide plenty of evidence that the phone was purchased legitimately and he's the original owner.  If someone else is trying to get the phone unlocked, that can be another issue because the purchase wasn't tied to the person asking.

[fixedbydesign]

Thank you for your advice in trying to help. It was more than 60 days that he had owned and used the phone before he decided he didn't like it and got a different phone. That transpired long before he gave the phone to my wife earlier this year. 

I am hoping the Verizon tech that I'm discussing the issue with in this forum is able to resolve the issue for me without any additional drama. If the phone was somehow stuck in 'fraud' limbo, I do understand that it happens, but it wasn't due to any actual fraud from the account holder.  Again - thanks for the advice, though I really don't want to make a federal case out of the phone lock, so I'm very hopeful that we get this figured out and released.  

I will respond on this page somewhere when resolution is reached.

[vzw_customer_support]

Thanks so much for that info. We can certainly take a closer look to see what's going on as far as the unlock status on the phone. In order to do so, we will need to speak with an authorized user on the account. We would kindly ask your mother-in-law to Contact Us: https://www.verizon.com/support/contact-us/ so we can further assist. 

-Lauren

[marmot-smith]

When I inserted a SIM from another carrier it asked for a pin code to unlock the phone.

If the pin code is entered too many tines incorrectly then the phone will be permently locked to the carrier.

If this is what happened then, AFAIK, you'll have to reflash the ROM or change phones.

[tdcody]

I am having a similar problem. I owned my phone when it was activated on Verizon's network six years ago, and it has been active ever since. Carrier lock was never removed, and I have now made two requests to unlock it and been denied both times. I was only trying to add an e-sim for international data use, but after this nonsense I am going to try another carrier. I'm are the FCC has complaint channels somewhere.

[vzw_customer_support]

I know I would be upset if something similar happened to me, tdcody. The last thing we would want to see is for you to leave us, and we are here to help. You had mentioned that you previously attempted two appeals without any luck. Do you recall what denial response you had received regarding those appeals at all?

-Joseph

[tdcody]

Hi Joseph - thanks for your response. Below is there text of the denials I have received twice so far.

"Hello ****,

Your request to have your device unlocked has been reviewed. Unfortunately, your device is not eligible to be unlocked at this time. Your device is scheduled to automatically unlock 60 days after your purchase/activation date.

If you purchased your device as a part of a monthly payment agreement, you have the option of paying the remaining balance off from a Verizon Retail Store and resubmitting the unlock request prior to the scheduled unlock date.

For more information about Verizon's Device Locking Policy, please visit the support page on verizonwireless.com.

Keep in mind that your Verizon SIM will work while making calls to or traveling internationally.

For more information about Verizon's international calling plans and TravelPass, visit our International Solutions and Services page.

Thank you

Verizon"

[vzw_customer_support]

Thank you for sharing those details with me about what you had received regarding the unlock request denial, tdcody. You're well within your consumer rights to pursue a complaint with the FCC as well, but I think we can help here. Please be on the lookout for a private message from us so we can assist.

-Joseph

[allanc30]

Joseph - please help me as well.  Same thing is happening to my wifes account. We are trying to switch to Tmobile and verizon refuses to unlock the phone even though it was paid in full in 2019. We called Verizon 4 days and got the same denial email as above.  

[tdcody]

Don’t hold your breath. They made a third unlock request/appeal for me, and that one was denied also. 

[Jacobmblackwell]

I highly recommend anyone dealing with this issue with Verizon giving you the  runaround, and denying your unlock requests to file a complaint with the FCC! Verizon corporate called me THE NEXT DAY and my phone was unlocked later that day, they don't play when the FCC gets involved lol.  I was grateful, but it also made me mad. How did my phone go from being "one of many effected by a system error " making it impossible to unlock, a system error they have no solution for yet, to being fully unlocked again, just like that because I rattled enough cages?

SOLUTION:

File a complaint with the FCC if you want to get out of the ridiculous  never ending runaround  of denied unlock requests.