Kazally
Level 1 (0 points)

Q: iphone locked to network by apple store?

My wife recently upgraded to an iPhone 5 from an old iPhone 4.

 

To cut a long story short, the iPhone 4 was around 30 months old and out of contract. The plan was to pass it on to her father but it developed an issue. I took it along to the Apple store and they supplied a replacement handset. As her father decided to go ahead and buy a new iPhone, we now had a spare iphone 4 which I decided to use.

 

My network carrier is different from my wife, and when we were given the new iPhone 4 the apple engineer re-inserted the old SIM from my wife's broken phone into the replacement (Vodafone).

 

Next day I went into my Network Provider shop (Tesco), who gave me a new SIM and initiated the transition (supposed to take 2-24hrs).  When I got NO SERVICE and I checked the carrier and it was set to Vodafone. After speaking to Vodafone sales assistant he explained that the SIM card inserted would have locked the phone to that carrier, and I should reset the phone and plug it back into my laptop with itunes on and my new SIM inserted, to remove the issue.

 

I tried this and a message saying the SIM is not supported by the carrier, and the phone says SIM Not Valid.

 

Would the Apple engineer have set the carrier after seeing the Vodafone SIM? Is my only option to call Vodafone to unlock?

 

Thanks,

 

Allan

iPhone 4

Posted on Aug 12, 2014 6:39 AM

by wegras,Solvedanswer
wegras wegras
Level 6 (15,194 points)
Wireless
A:

When the Apple store replace an iPhone either under the warranty or through the Out of  Warranty programme IF the donor iPhone is locked to a Carrier then the replacement is also locked to that carrier by the Apple systems when processing the exchange ,nothing to do with the sim used

This is not an issue for or by Apple ,it is a carrier requirement world wide ( ie All carriers insist on it ).Apple has no say or discretion

You will have to discuss with the Carrier who holds the lock about their terms for unlocking .if Vodafone they do unlock but you will have to explain the change and use the new device on their network to get it showing as a customer

Posted on Aug 12, 2014 6:53 AM

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Kazally

Q: iphone locked to network by apple store?

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  • by wegras,Solvedanswer

    wegras wegras Aug 12, 2014 6:53 AM in response to Kazally
    Level 6 (15,194 points)
    Wireless
    Aug 12, 2014 6:53 AM in response to Kazally

    When the Apple store replace an iPhone either under the warranty or through the Out of  Warranty programme IF the donor iPhone is locked to a Carrier then the replacement is also locked to that carrier by the Apple systems when processing the exchange ,nothing to do with the sim used

    This is not an issue for or by Apple ,it is a carrier requirement world wide ( ie All carriers insist on it ).Apple has no say or discretion

    You will have to discuss with the Carrier who holds the lock about their terms for unlocking .if Vodafone they do unlock but you will have to explain the change and use the new device on their network to get it showing as a customer

  • by Kazally,

    Kazally Kazally Aug 12, 2014 8:55 AM in response to wegras
    Level 1 (0 points)
    Aug 12, 2014 8:55 AM in response to wegras

    HI Peter,

     

    appreciate the response.

     

    I am just back from visiting a different Vodafone store, who have interestingly (more unfortunately) given me a different story from the first Vodafone store visit, and your advice.

     

    The guy said Vodafone do not now own the phone, Apple do, and I need to go back to the store to have it unlocked / reset. He said it would take up to 70 hours, and I would receive an email with instructions from Apple on the process.

     

    Little bit disappointed with Vodafone - conflicting responses and when I (eventually) found their customer service number online, unable to speak to someone without an account number or mobile number.

     

    I am trying to be patient !!

     

    Thanks again for the response.

  • by wegras,Helpful

    wegras wegras Aug 12, 2014 9:05 AM in response to Kazally
    Level 6 (15,194 points)
    Wireless
    Aug 12, 2014 9:05 AM in response to Kazally

    I can tell you he is talking out of his ...... they both are  lucky he didn't offer a code to use .........................

    The process is that you apply, best on line to unlock they will have a form you complete

    Vodafone if they approve the request communicate DIRECTLY with the Apple servers and change the status from locked to unlocked

    in much the same way they  lock it when new at the point of sale .No human intervention

    The process is then completed by following the instructions in this doc ( to the letter is important )

    If they say the iPhone cannot be unlocked as it is not on their system then you will have to use it making calls and establish the IMEI as a user on their network then they can process the unlock

    iPhone: About unlocking

  • by Kazally,

    Kazally Kazally Aug 12, 2014 11:49 PM in response to wegras
    Level 1 (0 points)
    Aug 12, 2014 11:49 PM in response to wegras

    Hi Peter,

     

    yes, you are 100% correct.

     

    After another couple of calls to Vodafone, (and in total 4 conflicting responses), I am no further forward. From what you say I can be a Pay as You Go customer and spend small money on a top-up, then request an unlock.

     

    Thanks again for your insight.

  • by wegras,

    wegras wegras Aug 13, 2014 1:59 AM in response to Kazally
    Level 6 (15,194 points)
    Wireless
    Aug 13, 2014 1:59 AM in response to Kazally

    Hope it all works out OK ( it should)