Why does Apple lock my phone to the first SIM I activate with? How to clear the IMEI?

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Level 1

8 points

Why does Apple lock my phone to the first SIM I activate with? How to clear the IMEI?

I paid a premium to purchase a unlocked iPhone direct from Apple Canada so that I could use this phone around the world with various SIM cards. As it turns out however, Apple locks this phone upon the initial activation with the SIM I had installed for the activation. The result is that I can receive calls, send/receive SMS but cannot send calls.

Apple tells me that its Rogers I need to talk to. Rogers wants $60 to unlock my phone and tell Apple's IMEI database that this phone is legit. So why can't Apple register my IMEI directly in their own database? I bought the phone from them, unlocked.

This is unacceptable frankly!

Apple advised to do a restore from iTunes with the new SIM and it should unlock. I attempted this after a backup, restoring from the backup, but am still unable to make calls.

Can anyone please advise how I can register my IMEI directly with Apple or how I can get this working again? I'm 5 months with a $800 piece of hardware that can't make phone calls.

@Apple...can you please provide me with an official story of how this works, why its done this way and how it is to be solved?

Appreciate the time of anyone who can help on this matter.

iPhone 4

Posted on Jul 11, 2011 8:06 AM

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Answer 1

brandomir Author

Level 1

8 points

Jul 11, 2011 8:15 AM in response to roaminggnome

thanks for the reply. i know its surprising..i was surprised also. but...i spent a significant amount of time on the phone with both Rogers and Apple on this issue. in the end, it was explained to me by both Rogers and two Apple Care managers that the phone is locked to the SIM you used for the first iphone activation.

rogers offers to solve the problem quickly. $60 and they let Apple's database know that the IMEI is clear. but...i bought the phone from apple. not rogers. i just happened to have a prepaid rogers sim in the device when i first activated.

a apple rep also admitted this is how it worked. she advised that the problem could be solved by doing a restore with the new SIM installed. i attempted this without success. i am still unable to place calls. all other services are available.

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Answer 2

brandomir Author

Level 1

8 points

Jul 11, 2011 9:09 AM in response to Dr_AL

Yes. It was purchased in March. It's unlocked. I am overseas however since this time and have been unable to use the phone. Apple won't give phone support any longer also.

Just for the record, two Apple reps have now told me that this is indeed what happens. The phone locks to whatever SIM you had installed upon the first activation. One rep suggested a restore with the new SIM installed. This was ineffective.

Rogers themselves, the carrier I used for the initial activation, said they can clear the IMEI with Apple for $60.

It's very frustrating that I've paid a very large premium for a unlocked phone direct from Apple yet the device is locked immediately with activation.

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Answer 3

brandomir Author

Level 1

8 points

Jul 11, 2011 8:52 AM in response to Dr_AL

Dr_AL.

Thanks for your feedback. I know carrier phones are locked and subsidized. Please note, as written above however, this is not a carrier purchased phone. This is an original, full priced piece of hardware purchased directly from an Apple store. It seems others in Europe have the same issue when buying unlocked: https://discussions.apple.com/thread/1342181?start=90&tstart=0 Locking with the carrier of the SIM you had installed upon first time connection to iTunes.

I'll try a restore with the original SIM installed. I've synced with iTunes using SIMs from 4 or 5 different carriers in various countries now. All have restricted ability to place calls. Only the Rogers SIM will send calls.

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Answer 4

roaminggnome

Level 10

106,401 points

Jul 11, 2011 8:10 AM in response to brandomir

Apple does not do this.

The carriers are the ones who would do this.

If it was officially unlocked, then ti stay that way. It does NOT lock to the first carrier you activate. This does not happen. It is either locked or unlocked. This does not change when activating with a carrier.

The ONLY place you can get a locked iphone unlocked is from the carrier to which it is locked.

You are not addressing Apple her and will not get a response from them here.

If you bought an officially unlocked iphone that was, in fact, not unlocked, then you would need to call Apple or visit an Apple store.

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Answer 5

Dr_AL

Level 3

674 points

Jul 11, 2011 8:45 AM in response to brandomir

iPhones which are sold subsidized or bought directly from a carrier are all carrier locked iPhones.

The only way to buy an unlocked iPhone is direct from Apple at full price. This is just the way it is.

As far as unlocking the iPhone goes it is up to the carrier. Rogers started to unlock iPhones back in December for $50 + applicable provincial taxes, which puts it somewhere close to $60. This is a service that Rogers offers and has nothing to do with Apple. Yes the IMEI number is added to town Apple server somewhere but the service is to do with Rogers. If you are having issues with the unlocking process then you need to contact Rogers.

Once the IMEI number has been sent in you should be able to connect your iPhone to iTunes and do one of two things. You can restore the iPhone with the original SIM. You should get a message saying the iPhone is unlocked with the restore is completed. Second option is to install a sim card from a differnt carrier and then connect to iTunes. No restore should be required if you have a sim card from a differnt carrier.

If you are not getting service with the new carrier and the sim card I would say double check that the sim card is working properly and is activated with the new carrier. You should be able to call them to see.

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Answer 6

Dr_AL

Level 3

674 points

Jul 11, 2011 9:02 AM in response to brandomir

Do you have the receipt from the purchase?

If so it should say something like SIM free under the iPhone on the receipt. If this is the case then it was purchased unlocked and then you could have a legit case, however I would suggest going to an Apple Store and making a genius appointment.

If it does not say SIM free and gives a carrier then the iPhone is carrier locked. If the iPhone is new then you should be able to return it and exchange it for an unlocked iPhone. You could have theoretically been sold a carrier locked iphone rather than an unlocked iphone, and this would show on the receipt. Carrier locked iPhones will lock to the first carrier they are activated with, as their IMEI number is not on recorded on apple's server.

Please note that before last summer all iPhones sold even through the Apple Store at full cost were still carrier locked iPhones. It was only when the iPhone 4 was released that Apple started to sell unlocked iPhones. If the iPhone was sold before last summer you have no choice other than going thought the carrier.

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Answer 7

Dr_AL

Level 3

674 points

Jul 11, 2011 10:38 PM in response to brandomir

If it was purchased unlocked you have a case for warranty coverage as it should remain unlocked however the warranty coverage is valid in Canada. If you are in a country with an apple store you can try to get help there but they will probably say you need to return to Canada.

There have been some reports of software updates causing the iPhone to lock to the sim card that is in the iPhone at the time, however these are rare, and are often attributed to the user either having a hacked iPhone or a misunderstanding and the user was really sold a locked iPhone. Personally it sounds like you were sold a locked iPhone and not an unlcoked one. Regardless the warranty is valid in Canada so the iPhone would have to be shipped back hero any coverage.

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Answer 8

Nov 16, 2011 3:10 PM in response to brandomir

I had the same issue with my iPhone which i bought Unlocked from Apple. In my case, the service provider (Rogers) asked for the IMEI number when activating it with the new SIM card, and not knowing any better, i gave it to them. It is the service provider that locks your phone by putting a lock on that IMEI number. I got the same go around - Apple told me to go through Rogers to unlock and Rogers charged me $50 to release my IMEI number. There might be another way to unlock it by going through the Apple engineering team as the unlocking actually takes place by connecting the iphone to iTunes and restoring the phone. i.e. some Apple database somewhere releases that IMEI number.

Even if you get the iPhone activated in an Apple store, the apple store employee may also give the IMEI number to the service provider when they are filling out the online forms to activate the phone. One almost did with my friend, until we stopped him.

Keep your IMEI number close to your chest. Once the service provider has it, may God help you because Apple or the service provider will not.

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