DarlonKeis's profile

Tue, Jul 23, 2019 4:00 AM

iPhone 5 unlock

Hello,

I have moved away from the USA and asked Virgin to unlock my iPhone (it was unlocked when I bought it from an Apple Store) so I could use it in the UK. I was told it would work fine, but have just found the CDMA is still locked so it won't accept a UK network SIM card. Can someone please help me as I need to get up and running asap!

Responses

Joy1713

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700 Points

2 years ago

Hey there @DarlonKeis We sincerely apologize for the difficulties you're experiencing. Did you submitted the unlock request before travelling? 

~JoyP.

11 Messages

2 years ago

Hi Joy. Yes, I submitted the request a month ago well before arrival back in the UK 2 days ago
JohnJ7

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2 years ago

Thanks for responding. Please send us a private message with your phone number and pin code so we can take a closer look. 

jalopez81

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680 Points

2 years ago

Sorry, JohnJ7. I can't find that number in the system. Could you check if it's correct? 

Reinhardt_S

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2 years ago

Hi there! Sorry for the delayed response. Support is available from 6:00 a.m. to 10:00 p.m. CST. We got access to your account and confirmed the results of your unlock case. Our technicians were not able to unlock your device on our end because this device was manufactured before February 2015 and is not technically capable to be unlocked. 

This device has the possibility of being programmed and used in a new compatible carrier using the phone's MSL code: 230390. If the new carrier is compatible with your phone, it will be able to activate it using the MSL code.

11 Messages

2 years ago

That’s a problem. Since the UK does not use CDMA, but rather SIM only, no carrier can unlock the phone. So my understanding is that Virgin lock phones to them, but can not unlock them? I am effectively stuck now with an expensive paperweight that I purchased from the apple store when my previous iPhone with you failed?

Can Virgin compensate me for this in any way?
JamieB1

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141 Messages

2 years ago

Hi there! We're truly sorry for the inconvenience. By the time the phone was activated, we were not activating unlocked iPhones. Our system shows that the device is from Virgin Mobile, that is the reason why it is locked.

11 Messages

2 years ago

Hi JamieB,

The device certainly is not from Virgin Mobile USA, as it was replaced in 2016 when the battery on the original became defective. I bought it from an apple store unlocked, not from yourselves. I was repeatedly told by Virgin that it could and would be unlocked so it could be used in the UK when I returned (including prior to activation in 2016).

If this was a lie, then what compensation will Virgin Mobile be giving me to make up for this?

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2 years ago

Interesting. Let’s get this all straightened out for you. If your device was purchased as an unlocked device it shouldn't be locked by us. 

11 Messages

2 years ago

Thank you, it would be great to be able to use my phone again after almost two weeks without it.

11 Messages

2 years ago

Any updates from an agent please?
melissac

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2.2K Messages

2 years ago

Hi, Darlon. Can you private message us so we can investigate further?

11 Messages

2 years ago

Please can an agent advise of a point of contact for the legal department / General Council of Virgin Mobile USA so that my legal firm can serve papers for proceedings please?
JamieB1

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141 Messages

2 years ago

Hi there, DarlonKeis! I'd be happy to help you. Please send me a Private Message to further assist you. 

11 Messages

2 years ago

My post got deleted on this thread as it advised others browsing it as to the current situation. How sad. Been a loyal customer of this network for many years and when you ask for your device to be unlocked they lie and then close you off. My advice to users is to jump ship now and not give Sprint any more money.