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Verizon Prepaid Iphone5s - Verizon not unlocking it for use with other carriers

VZW_Victim
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I bought a Verizon Prepaid Iphone 5s at walmart store and activated it for use in Verizon Prepaid service. There was an information stuck on the Phone box that after I had made $150 of payments for Prepaid account I am eligible to get the unlock code so that the device could be used in other carriers. So I had made the payment of $150 hoping that it will be sufficient to get the unlock code. Called the Verizon customer service and I was told that there is some kind of issue with getting the unlock code and they will open a Tech Support ticket. After about 3 weeks and many calls I was told that they don't see the device in their "inventory". So, I was put on a conference call with Apple support and Verizon and I was told by both, that "Walmart Store" will provide the unlock code. I went to the Walmart Store and enquired at the Electronics department and I was told that they don't provide unlock code and I have to reach out to the Carrier responsible for service, which is Verizon. I also called the Walmart Corporate head quarters and I received the same information that I have to reach out to Verizon to get the unlock code. At this point I called Verizon customer support and after about 30minutes ,  I was told by the rep that they can not provide the unlock code. I am confused why it is such a problem to unlock a device if they can lock it, even after I have satisfied the conditions on the agreement when I purchased the phone.  Don't know what my next steps could be to get this phone unlocked.

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Re: Verizon Prepaid Iphone5s - Verizon not unlocking it for use with other carriers

Community Manager
Community Manager

We certainly understand having the freedom to use your phone where you need it. Please contact our Prepaid Team at 888-294-6804 to further assist.

StevenM_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: Verizon Prepaid Iphone5s - Verizon not unlocking it for use with other carriers

Community Manager
Community Manager

VZW_Victim, although we don't want to lose customers, we will provide additional information on how to get the phone unlocked. Let's take a closer look at this for you.  You must call our prepaid team at 888-294-6804 for assistance with unlocking your phone.  

RalphT_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: Verizon Prepaid Iphone5s - Verizon not unlocking it for use with other carriers

VZW_Victim
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As mentioned in the question , I have called multiple times (the same number) and finally as of yesterday I was told that Verizon won't provide the unlock code as it is not in their inventory even though it is a Verizon prepaid phone. If you are willing, please provide a case number and I will call. I am glad if Verizon keeps the promise as listed on the box label.

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Re: Verizon Prepaid Iphone5s - Verizon not unlocking it for use with other carriers

Community Manager
Community Manager

VZW_Victim, I appreciate the update with regard to the steps that have already been taken. I understand that you have not had success with contacting our prepaid department, but this would be the proper department to speak with in regards to your phone unlocking concerns. Since you have spoken with them, you were advised of correct information. As far as a case number, we would not have a case number that we could offer to you about this conversation, but for more information on our Unlocking Policy, you may click on this link:  http://www.verizon.com/about/consumer-safety/device-unlocking-policy  Thanks for your understanding in advance.

TakendraW_VZW

Follow us on TWITTER @VZWSupport

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Verizon Prepaid Iphone5s - Verizon not unlocking it for use with other carriers

VZW_Victim
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I have satisfied all the conditions as mentioned in policy to be eligible for unlock code. What Verizon customer care is telling me is a lie and giving me a run around to go to Walmart. As per the policy on the unlocking it clearly mentions the carrier is responsible for providing the unlock, then why Verizon is not providing me with one.

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Re: Verizon Prepaid Iphone5s - Verizon not unlocking it for use with other carriers

jakeandikory
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I have this same problem but I am not aware of the amount I had to pay before unlock is allowed (don't have box it came in). I have also read the policy and don't know how long since phone was purchased but policy states must be 1 year since activation to unlock. People I talked to, two different times, didn't seem to know this policy; in fact was told I would never be able to use this phone I bought and that "Verizon doesn't lock their phones". I referenced all the information I had found on the internet in my research about switching my iPhone 5s to another carrier and was told it was all wrong and that was impossible, that it won't work with another carrier. I believe it was a supervisor I was talking to since I was transferred to him.

I hadn't even found the unlock policy yet at this point but I was furious! I assumed they were either incompetent or not properly trained. Then he tried to get me to switch to Verizon and buy another phone. Fact is I am still with Verizon through my company and use another carrier for personal (30+ years). Give me a reason to switch...infuriating me is not a good reason. I train customer service professionals and was appalled by the way I was treated.

In response to this dilemma I made several phone calls and countless hours on the phone to Apple and my other carrier all ending in them both telling me I need to resolve this with Verizon...and around we go again. If you want to win over customers put problem solvers on the phones, not self-righteous reps.

I think your customer service staff needs to be trained on the unlock policy....BTW...the first time I called was through the corporate service line and was treated very professionally, even though they didn't know about the policy either, so couldn't solve my problem. They didn't know what to tell me...she very politely said "keep trying". I have been without a personal phone for a month now. I will try the phone number provided in the unlock policy. They should be able to tell me something. Hopefully it will be what I need to know to get my new phone unlocked. Any other suggestions are welcomed.

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Re: Verizon Prepaid Iphone5s - Verizon not unlocking it for use with other carriers

jakeandikory
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Called number indicated above by customer support. Since I inactivated the phone number associated with the phone the first time I called (that's all they could do for me) it is really hard to get through. You have to punch in your number to the automated system to get recognized. If your number is inactive you can't get through to talk to anyone...talk about frustration! So you have to punch in all zeros; but an actual phone number that is no longer in service won't work.

I was told the phone is not locked??? Well, the message I get when I put my sim card from my new carrier in is "SIM Not Supported...The SIM card that you currently have installed in this iPhone is from a carrier that is not supported under the activation policy that is currently assigned by the activation server. this is not a hardware issue with the iPhone. Please insert another SIM card from a supported carrier or request that this iPhone be unlocked by your carrier. Please contact Apple for more information."

So now what "customer support"? I am willing to pay any fees to release my phone from your activation server but that doesn't seem to be an issue. The rep told me over and over there is nothing they can do because on her screen it says the phone is not locked. Well, I will choose to believe her and believe there is a much deeper issue here in the programming of your activation servers.

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Re: Verizon Prepaid Iphone5s - Verizon not unlocking it for use with other carriers

Community Manager
Community Manager

jakeandikory, we are truly sorry to hear that getting through to the prepaid team was such a challenge. That was exactly the right place to go to check that device status. If the phone is not locked on that end, truly Apple would be the next best step.

LorenB_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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