Help on iPhone

Hi I recently dropped my mobile phone I have insurance sent the phone off , an they have repaired phone , when I recieved my phone my sim was not supported completely different network , an mi number insurance r fobbing me off could anybody help me please x

iPhone XS

Posted on Mar 6, 2020 8:49 AM

Similar questions

iPhone 7 - No SIM detected Hi, so I have been having this problem with my iPhone 7 for a few months. It suddenly stopped detecting the SIM card. I called Apple customer care at that time and they said that the problem isn't covered under any warranty. I happened to go to the Apple store yesterday for another device, and I showed my iPhone 7 there. This guy was positive that my phone can be replaced for no cost (after checking Serial No. etc.) as it's under the "iPhone 7 Repair Program for "No Service" Issues". He checked with his colleagues, but this couldn't be done, unfortunately, as the phone was purchased more than 3 years ago. My question here is if I'm still eligible to get my phone replaced because the loss of time isn't my fault.
292 3
Previously unlocked iPhone locked its SIM after Erase My iPhone 7 was unlocked, I had it for over two years now, used with a UK SIM mainly but I also used it with foreign SIMs when traveling, so I know it wasn't locked to just one operator. But I recently erased the phone and reinstalled iOS. Now if I go Settings > General > About > Network Provider Lock > SIM locked Saying “This device might be restricted to the original network provider and/or have certain capabilities limited. Contact your provider for more info.” I got in touch with my carrier (Network Provider), their representative said, "SIM card doesn't lock the phones. That's the software on the phone. Sometimes while the phone upgrades, phone gets locked to the SIM that's inside the phone." I got in touch with Apple, asked them to confirm the activation policy of my iPhone. I expected them to just name a mobile carrier, but I was surprised to find out the device was locked to EMEA Service. I found this online: “EMEA Service is the carrier type assigned by Apple for iPhones that have been replaced under warranty.” This makes sense because I got this iPhone as a replacement phone from my insurance company, so it might have been refurbished. But what I don’t understand is - I haven’t seen this message before about my SIM being locked, so why am I seeing it now, and what does it mean for me? I thought it would be the most logical to ask my mobile carrier to unlock the phone, but they pointed to Apple. Apple said the device was not purchased from them and there are no repair cases logged for the device, so they pointed me to the insurance company that provided me with this phone as a replacement two years ago. Apple reasoned that since my original phone was unlocked, but this replacement phone is network restricted, it wasn't a like for like replacement. Where should I really seek justice for my phone? Was it erase that broke it? Should people **not** erase their refurbished phones to avoid such a mess, or what should be a general strategy in such cases?
7751 2
Dual Sim iphoneXR - One IMEI is Blacklisted A strange situation. My late step-father bought my mother an iPhone XR 2.5 years ago. She didn’t use it and gave it to me. He is since deceased so we have no receipts and apparently no warranty. Phone works great until last week my service provider (sim-only) migrated to a new carrier and I’ve had two weeks of fruitless trouble-shooting as I now have no SIM service. The phone only works on Wi-Fi. Whilst troubleshooting I checked the IMEIs (the XR has two) and one is blacklisted! The phone is neither lost nor stolen but we can’t trace the original vendor. My service provider can’t find any explanation for the SIM not connecting and it was all working fine. Niggling me is this: it has dual SIM capacity and IMEI2 is NOT blacklisted. Can I just get hold of a nano SIM and put it in the other side of the SIM tray to use the non-Blacklisted IMEI and (hopefully) get reconnected to my carrier? Am I talking nonsense? It’s 1am and this is literally keeping me awake. My carrier is a huge company and even their level 2 tech support haven’t a clue what the issue is.. we’ve tried everything but as I did not purchase the phone from them they can’t confirm or resolve the Blacklisted IMEI issue. I don’t even know if the two things are connected - could it have been suddenly blacklisted from over 2 years ago? Does anyone know if using a new SIM in the other tray to try and access the other IMEI could work? I don’t know which way to turn.
3518 2

2 replies

KiltedTim

Level 10

224,760 points

Mar 6, 2020 9:25 AM in response to Jabs1980

Talk to your insurance company again. The phone they sent you is locked to a different carrier.

deggie

Level 10

167,519 points

Mar 6, 2020 9:22 AM in response to Jabs1980

You had AppleCare + and sent it to Apple or was this different insurance?

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Help on iPhone

Welcome to Apple Support Community

A forum where Apple customers help each other with their products. Get started with your Apple Account.

Learn more Sign up