Unlocked iPhone 7 now locked to carrier

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Level 1

9 points

Unlocked iPhone 7 now locked to carrier

I am starting to think this is a problem in ios 10.1.1. I purchased my phone from Best Buy unlocked. I tried to switch carriers and when I put in the new SIM card, I get the Hello screen, go through the motions and then end up with "activation required" message and it goes in a circle over and over and over. I went to a Verizon store to try a test SIM and we encountered the same problem. I went to the Apple Store and was told the phone is locked to the previous carrier. I've called the carrier and they said it was a BYOD so it's not locked but the Apple rep showed me the status when he put in the IMEI. Sure enough, it's locked.

I have factory reset and did all the required steps to no avail. I called Apple support yesterday and after 2 hours on the phone, told me that they need to escalate the issue. While researching this, it looks like it happened on iOS 8 also. The phone locks to the first carrier you use but I can't get any answers how to get it unlocked.

Has anyone heard of this? As of now, I cannot use my phone as the SIM card won't work because it's locked to the previous carrier. Why is it so hard for Apple to understand that the phone/software is broken and send me a new phone? I'm not very happy with Apple ATM.

iPhone 7, iOS 10.1.1

Posted on Nov 19, 2016 4:44 PM

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Answer 1

imobl

Level 7

21,192 points

Sep 17, 2017 11:54 AM in response to Sixmple

What does it say when you look at Settings>General>About>Carrier?

You may have to scroll to see the entry for Carrier.

You will have to contact the wireless provider to which the iPhone is

locked to see if they offer unlocking and if you qualify.

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Answer 2

Sixmple

Level 1

4 points

Sep 17, 2017 10:16 AM in response to AZKelBel

So, what ended up happening? I'm having the same problem.

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Answer 3

stedman1

Level 10

265,740 points

Nov 19, 2016 4:46 PM in response to AZKelBel

Best Buy does not, nor as it ever sold unlocked iPhones. You will need to determine the original cellular provider and contact them to arrange for unlocking.

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Answer 4

AZKelBel Author

Level 1

9 points

Nov 19, 2016 4:48 PM in response to AZKelBel

I have, they say it is not locked to them. And Best Buy did sell me an unlocked phone, now called "sim free."

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Answer 5

stedman1

Level 10

265,740 points

Nov 19, 2016 4:51 PM in response to AZKelBel

As you've seen, SIM free does not equal unlocked. Only the original cellular provider can unlock it. If they can't or won't, you will need to return the Phine to Best Buy for a refund. If you need an unlocked iPhone, you will need to purchase directly from Apple.

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Answer 6

KiltedTim

Level 10

230,564 points

Nov 19, 2016 5:16 PM in response to AZKelBel

SIM Free is not the same as "unlocked".

The phones sold by Best Buy as "SIM Free" can only be activated on a major US carrier and will lock to the carrier used to activate it.

Only the carrier it is locked to can authorize removing the lock. Not all carriers offer unlocking. It sounds like you already contacted the carrier it's locked to and they either can't or won't unlock it. You're stuck.

Honestly, Best Buy is one of the skeeviest retailers in the US if not on the planet. I absolutely refuse to buy anything from them if I can possibly get it elsewhere.

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Answer 7

Nov 19, 2016 5:18 PM in response to AZKelBel

SIM-free simply means no contract commitment. It does not mean carrier unlocked. In the USA, the only source of carrier unlocked iPhones is the Apple Store.

You are by no means the first to report this problem with BestBuy iPhones. By my count, the forums are getting at least one such post every single week.

If you can find out which carrier it is locked to you may be able to successfully request an unlock from them. At least one forum poster bought an AT&T carrier locked, SIM-free, iPhone 7 from Bestbuy but was able to get AT&T to authorize an unlock.

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Answer 8

AZKelBel Author

Level 1

9 points

Nov 19, 2016 5:16 PM in response to KiltedTim

Thank you for the responses. I have called Best Buy and indeed they do lock them to the carrier when you activate it, although my previous pre-paid carrier said the phone is not locked. Best Buy is going to call me back to let me know what they can do for me. I will not keep this phone since it is now useless. I wish I had come here first, you all could have saved me tons of time and frustration. I appreciate the help!

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