Posting on Behalf of my friend who was part of my account where I am the Account Owner
I am an ex-verizon user.
I purchased Samsung S10+ via samsung with device payment with verizon many months back.
I had to move back to Indiaurgently , I paid off the device.
After paying off, verizon customer service told its unlocked ( I have chat histories ) and told me you can use with any carrier.
After moving back to India we put Indian carrier sim, it picks up network and immediately fails with error "sorry your device cannot be activated on another carrier right now. contact verzion"
We did multiple escalations to customer service, but now they are not helping me since I am not verizon customer any more.
Is there anyway i can escalate this to higher ?
koustubh2106, we understand your concern in regard to your device. How long was this device activated on the Verizon Wireless network?
LauraL_VZW
It was active for about 6 months. The phone was purchased in March 2019.
koustubh2106, the device does need to only be active on our network for 60 days to be unlocked. It does vary on the carrier that you are using if the device will work. Have you tried a different carrier?
LauraL_VZW
Yes, my friend is trying to make it work with other service providers in India but it doesn't work. The carriers support their phone & there are no issues with other folks using the same phone model with those carriers. My friends have put up a case with FCC to help expedite this matter.
The message they're getting on the Samsung phone is โyour device cannot be activated on another carrier right now. Please contact Verizonโ
Samsung told them that firmware is blocked by Verizon. Already consulted Verizon customer service and they mentioned to bring the phone back to US to unlock it โ. This is definitely not feasible for them at this point of time. And hence, they've reached out to FCC to mediate.
We're disappointed to learn the device is still showing locked by Verizon, koustubh2106. The only reason the device would still be locked is if the device was on a lost and stolen list or if your account had a balance that was not paid. Did you have Post pay service or Prepaid services with Verizon?
DanielleR_VZW
Hello Danielle,
I currently have Post pay services with Verizon. The phone in question was on my account for several months. When my friend knew he had to travel back to India, we paid the phone off in full. We then had a chat with Verizon Customer Care too (we have the history) who confirmed that the phone is unlocked. Only then had they gone to India. And now they're stuck with this issue for about 2 months now. This is really a poor display of customer service that Verizon boasts about.
How do you expect people to take phones on monthly payments when you can't even unlock it?
This is really disheartening & causing too many trouble for me & my friend (phone's owner).
So, they've reached out to FCC to mediate in expediting as we've run out of ways.
@koustubh2106 I think you're missing part of the previous post. If the related account is not current, then Verizon may not have unlocked the phone automatically. Check your bill.
@mama23dogs, the account is current and active. Only the phone user has moved out of US.
Can you please let me know what needs to be checked on the bill & in which section?
I'm having this same issue I'm in Korea with the same problem.... please tell me if you find a fix I will never buy a verizon phone again
@Oxide1, they have finally resolved my problem. Please reach out to FCC and file a case with them. The executive from Verizon will reach out to you.
The solution of this issue is that your number get added back to the same Verizon account. They will again unlock it on their system. In case youโre out of country, they will add travel pass for the day so that you get the messages. Once they have unlocked, you can try using another carrier.
All these charges will be credited back to the amount owner. Hope this helps.
Hello, being on top of your phone status is vital, especially if you are looking to unlock it. The last thing we want is for you to never buy a Verizon phone again. Where did you purchase it? How long have you had it? What is the device make/model?
GilbertoL_VZW
I am having a similar issue where I've had my Pixel 4 active on Verizon since I got it when it came out in October of 2019. I've paid the device off and would like to use it on a different carrier. I've tried using active Sims from T-Mobile, AT&T, and Google Fi. All of them prompted a message on my phone that I had an incompatible sim and to contact Verizon. They keep telling me it's unlocked (when it obviously isn't). How do I reach out to the FCC to get them to unlock my phone?
@mcdeezy wrote:I am having a similar issue where I've had my Pixel 4 active on Verizon since I got it when it came out in October of 2019. I've paid the device off and would like to use it on a different carrier. I've tried using active Sims from T-Mobile, AT&T, and Google Fi. All of them prompted a message on my phone that I had an incompatible sim and to contact Verizon. They keep telling me it's unlocked (when it obviously isn't). How do I reach out to the FCC to get them to unlock my phone?
You can file a regular FCC complaint online. Takes 2 minutes. Verizon has 30 days to respond. Normally they would respond in a couple of business days. Under current circumstances it might take them an extra few
This is still an issue for people. I have a Verizon S10+ and I'm not able to use it on another network like t-mobile because it says "sorry your device can't be activated on another carrier's network right now". I called Verizon customer care and they said the device is unlocked. I've had it active on verizon for 10 months, and my billing is on autopay and always current. Honestly, I've had nothing but bad luck with verizon that's why I want to switch to someone else. They have these micro towers all over my neighborhood and no one of them works. When I call to tell them about it all they do is tell me to restart my phone and if I'm getting any phone errors. That's not the problem...the problem is 1 bar of service that randomly disconnects calls....when I'm 500 feet from a tower. that's what makes no sense.
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