I bought an iPhone 5 from the Apple store a few months ago, with the understanding that it was unlocked and not bound to any one carrier. I have moved internationally, and this iPhone will not activate with my new SIM card - what happened?

What do you mean it will not work in Europe? There can be several reasons for this. When you insert the European SIM card, what happens? As far as an unlock, should the device be locked to Rogers, then you would need to contact Rogers about the unlock, because Apple does not unlock phones, only the carrier can authorize the unlock, so the carrier you spoke to was incorrect with that. However, since you supposedly purchased an unlocked phone, that should not be the case. If you purchased an unlocked device in Canada from Apple, then you should contact Apple to question them about it being locked and if it is actually locked to Rogers.

What you see on the screen when you insert the European SIM will determine if the phone is locked or there is another reason it is not working, since you do not indicate what it is that you mean when you say not working.

"Does no work" is not very specific. What happens when you insert the sim card? What type of sim card is it? Was it modified in any way, i.e cut?

You need to provide details if you want help.

For what its worth, in Canada, if you buy straight from Apple, i'm pretty sure all iPhones are unlocked.

It is not a standard, but a lot depends on the purchase of the phone. As you said you purchased what you thought was an unlocked phone directly from Apple, that is where the research needs to start. If you purchased the phone at the Apple store and told them you were going to use it at Rogers, they may have sold you a Rogers phone. If you contact Apple Support, they can tell you who the device is locked to, if it is locked. As I stated earlier, only the carrier the device is locked to can authorize the unlock. Rogers should also be able to verify if the device is locked to their network. Did you ever have the phone serviced and/or replaced?

Well, the number for Apple Support is toll free, but if you are outside of warranty, they usually require the payment. You can ask when you call saying that it has to do with an incorrectly locked phone, but I cannot guarantee it will work. Are you near an Apple Store? If so, make a Genius Bar appointment if you have time to talk to someone there.

Yes, those error messages indicate the iPhone is locked.

Why its locked is something of a mystery.

If the iPhone is locked, then it either happened on purchase, or you got a replacement at some point that was locked.

Otherwise, have you tried it with a different Sim Card? That particular sim may be faulty.

However you bought the iPhone is where you need to start. If this was bought directly from Apple in an Apple store, or the Online apple Store, it should have been unlocked. And you would need to talk to Apple to sort it out. If it was bought at a Rogers Store, then it was most likely locked, but would have the option of unlocking through them.

https://www.rogers.com/web/support/wireless/unlock/733?setLanguage=en

You will need to contact Rogers to get it unlocked if that was the case.

You can try this express lane support to see, but otherwise you are going to have to call Apple. https://getsupport.apple.com/GetproductgroupList.action

This is where the issue is. When a phone is replaced it transfers the activation policy from the old device. So if it was locked to Rogers previously, the replacement would be locked too. Apple cannot provide an unlocked phone as a replacement for a locked device for the replacement cost.

They should be able to waive the fee after the call if it is determined to be something on Apple. I would try again. You may have to provide the payment method in the beginning, but they can cancel it. I've seen it done before.