stavalamp
Level 1 (8 points)

Q: Phone not unlocking for international use? How to contact Apple?

I have unlocked my iPhone 5 with AT&T and have had them triple-check and confirm that it is in fact unlocked for me. However, when I put the international TIM card in my phone, it is saying "SIM Not Valid," even though I have friends who do the same thing with success. AT&T told me to contact Apple and inform them the problem is probably on their end, but I can't find any way to contact Apple without paying the 35 euro fee, which I don't believe I should have to pay since it's a problem with Apple. I am already abroad so I can't go to my local store. What can I do?

iPhone 5, iOS 7.1.2

Posted on Sep 4, 2014 3:41 AM

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stavalamp

Q: Phone not unlocking for international use? How to contact Apple?

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  • Helpful answers

  • by stedman1,

    stedman1 stedman1 Sep 4, 2014 3:47 AM in response to stavalamp
    Level 9 (74,253 points)
    Apple Watch
    Sep 4, 2014 3:47 AM in response to stavalamp

    Have you completed the process as outlined below? Have you received the "congratulations, your phone is unlocked" message?

    iPhone: About unlocking

  • by stavalamp,

    stavalamp stavalamp Sep 4, 2014 3:49 AM in response to stedman1
    Level 1 (8 points)
    Sep 4, 2014 3:49 AM in response to stedman1

    Yes, I've tried restoring it and confirming it with my carrier. The carrier confirmed it was unlocked on their end and the restore didn't work.

  • by wegras,

    wegras wegras Sep 4, 2014 3:56 AM in response to stavalamp
    Level 6 (15,194 points)
    Wireless
    Sep 4, 2014 3:56 AM in response to stavalamp

    There is nothing Apple will or can do ,it is a carrier controlled process

  • by KiltedTim,

    KiltedTim KiltedTim Sep 4, 2014 4:09 AM in response to stavalamp
    Level 9 (56,508 points)
    iPhone
    Sep 4, 2014 4:09 AM in response to stavalamp

    If you got it unlocked by AT&T and got the "congratulations, your iPhone is unlocked" message from iTunes when you restored it, then it is not a problem of the phone being locked. Something else is wrong.


    If the phone was previously hacked or jailbroken to unlock it, then it may not be capable of being legitimately unlocked any more. That's a fairly common problem among US phones taken to Europe.

  • by stavalamp,

    stavalamp stavalamp Sep 4, 2014 4:12 AM in response to KiltedTim
    Level 1 (8 points)
    Sep 4, 2014 4:12 AM in response to KiltedTim

    I got it unlocked from AT&T but haven't gotten the "Congratulations" message from iTunes. I haven't hacked or jailbroken my phone before either.

  • by KiltedTim,

    KiltedTim KiltedTim Sep 4, 2014 6:08 AM in response to stavalamp
    Level 9 (56,508 points)
    iPhone
    Sep 4, 2014 6:08 AM in response to stavalamp

    Then contact AT&T. They are the only ones who can remedy this.

  • by Elwood Hauke,

    Elwood Hauke Elwood Hauke Oct 3, 2014 10:19 AM in response to stavalamp
    Level 1 (0 points)
    Oct 3, 2014 10:19 AM in response to stavalamp

    I'm having the same issue, so I don't think it's a problem with AT&T. Here are the particulars with my case:

     

    1) My phone is an iPhone 5 64GB. It's never been jailbroken. Using a current model iMac with the latest versions of Mavericks and iTunes.

    2) Requested unlock from AT&T and received approval.

    3) Have done the restore in iTunes many times and never get the "Congratulations, you iPhone is unlocked message."

    4) Purchased an iPhone lock status from www.IMEI.info. The status of the phone is that it is still locked, but the Next Tether Activation Policy Description is Unlock. This means that AT&T did what they're supposed to do, and that the phone should unlock the next time I restore it in iTunes. However, it just doesn't unlock.


    I am starting to believe that this may be an iTunes or other software related issue, but I have no way to confirm it. Was hoping to sell this phone for a little extra by unlocking, but I may have to settle for just selling it as is. If anyone has any thoughts, please chime in.

  • by KiltedTim,

    KiltedTim KiltedTim Oct 3, 2014 11:26 AM in response to Elwood Hauke
    Level 9 (56,508 points)
    iPhone
    Oct 3, 2014 11:26 AM in response to Elwood Hauke

    2) Requested unlock from AT&T and received approval.

    3) Have done the restore in iTunes many times and never get the "Congratulations, you iPhone is unlocked message."

    Then AT&T did NOT complete the process on their end. Contact AT&T No one else can do anything about it.

     

    4) Purchased an iPhone lock status from www.IMEI.info.

    That was a complete and total waste of money. No 3rd party has legitimate access to that information. You can not rely on ANYTHING they told you as fact.

     

    Call Apple and tell them you want to check the status of the carrier lock on the phone. Give them the serial number. If they say it's unlocked, then you need to restore it. to complete the unlock. That means you have to restore iOS, not restore your backup. If they say it's locked to AT&T, go back to AT&T.