initial activation locked to wrong number
I purchased an iPhone X today from the local Apple Store. The purchase was made online by a family member on an in-stock model for in-store pickup.
The family member is a Verizon customer. I have an AT&T number. They used their Verizon account information to buy a phone that is _unlocked_ with a Verizon SIM installed. None of us have any contracts. No upgrades were used to purchase the phone. The phone was purchased with enrollment in the Apple upgrade program. Apple confirms that phone is unlocked with NO carrier commitment.
Picking up the phone, Apple store person did NOT activate the phone. They confirmed that I should NOT power up... first put my AT&T SIM in the phone, then power up and activate on my AT&T account. Two Apple Store personnel confirmed that there would be no problem doing this.
Problem is that the phone, even with an AT&T SIM installed, will only activate on my family member's phone number (the Verizon account). Attempting activation from the phone brings me to a screen with the only option being their phone number. Plugging into a Mac, iTunes shows a similar screen with the other phone number.
I contacted Apple. They are "working on a solution." They have had me restore the phone. No help. I read an article online about the factory (DFU?) reset. Tried that. Still no luck.
It appears the phone is locked to that other phone number. The only way to proceed would be to activate, which would deactivate the other phone. Then, hopefully, Verizon will release the "lock" and allow me to activate using my AT&T SIM. Even if this is possible, it would entail an unknown amount of time where my original phone number would be non-working and my phone would have my family member's phone number. Not a very practical solution. It would also likely involve a minimum of three activation fees (activation of the new phone, re-activation of the old phone and then activation of the new phone on the new carrier).
My "senior level" tech was supposed to email today immediately after our phone call. Never did. He also told me it could take up to three hours to fix the problem, at which point he would call me. After no word for over four hours, I called back. There is a record on file, but no one can seem to find the original person who promised a solution. I am now told that I will not get a response (not necessarily a solution) in less than three DAYS.
I just want to activate my unlocked phone. It makes no sense that a phone sold "unlocked" with "no commitment" is delivered locked to both a specific carrier and a specific phone number. I am about ready to return the phone for a refund. It is useless if I can only use it with my family member's phone number.
Any idea on how to get around this problem?
