iPhone 15 bought new unlocked from Apple goes SIM locked

Before going any further verify what carrier you are locked to.

Settings->General->About->scroll down to “Carrier Lock” and report what it says.

Carrier is saying they don’t have any lock on this phone

The carrier is saying this to get you off the phone. You have likely been speaking to a new hire who is reading stuff from the computer monitor in front of them.

You may have purchased an unlocked phone from Apple......meaning that you were free to choose any carrier that you wanted.

This does not mean that the phone will remain unlocked if you chose a carrier that requires the phone to be locked as part of service agreement to provide cellular service to you.

The carrier that you chose does indeed have a lock on the phone, and nothing is going to happen until that lock is removed. Apple is not involved with this in any way. Apple did not lock the phone. They cannot unlock the phone. It is a carrier issue, pure and simple.

The phone will remain locked according to the agreement that you "signed" with the carrier. Some agreements call for a minimum of 2 years of service. Do you know what period of time that you agreed to when you chose your carrier?

Ask to speak to a senior support person at the carrier.

Carrier is saying they don’t have any lock on this phone.

This is not surprising. Mint Mobile is part of T-Mobile and T-Mobile is notorious for lying to their customers about unlocking their phones. Keep hounding them to fix this.

where can I officially raise a complaint on this issue?

Contact the Better Business Bureau and let them know T-Mobile is up to their old tricks.

So did you pay in full at time of purchase or did you set up a payment plan? According to Apple policies if you want a truly unlocked phone you must pay in full. Anything else and you must select a carrier. Just trying to get to the bottom of this.

We are repeating ourselves.....but here is the deal:

The phone is locked to the carrier.....despite what the carrier might be telling you.

Only the carrier can remove the lock.

Hello!

Keep working with (bugging) your Carrier, until they help you. Apple doesn’t have anything to do with SIM issues. Those are the responsibility of the carrier.

Good luck!

RJ2525 wrote:

Paid in full for the unlocked new iPhone15 from Apple.

Also paid in full for the prepaid service with Mint.

Then return the phone to Apple. If you are past the 14 day return window then you might need to escalate. No one here can help you as we’re just fellow users and we’ve exhausted our suggestions. You’re on your own now.