yjoo's profile

Wed, Dec 5, 2018 10:00 AM

iphone Xr activation problem

I purchased a unlocked iphone Xr from Apple store, but when I called to activate it the represent said my phone is not compatible with Boost mobile. Why is that?  Apple said the unlocked iphone is compatible with any service providers.

I checked with other Sprint network service provider websites, all of them said the new phone is compatible with their service.

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Responses

2.3K Messages

3 y ago

Hi there! Did you check the compatible checker here at https://activate.boostmobile.com/bring-your-phone? You will need to contact customer service to get a compatible SIM card. 

2 Messages

3 y ago

Yes, I checked it, and it said it's not compatible. I also called the customer service and they said my phone cannot be activated.

I bought a brand new unlocked phone from the Apple store with full price.

2.3K Messages

3 y ago

Oh, I see. We recommend returning to the Apple store, and exchanging that device. 

12 Messages

3 y ago

I was able to get two different iPhone XRs activated on Boost. But was extremely frustrating and hoping the following helps a few folks.

I bought two different Sprint compatible iPhone XRs from Apple (to replace iPhone SE and iPhone 6) and both times had similar problem swapping from old to new phone and activating, but was able to get them both activated on Boost. Boost reps told me different stories: told me I needed to return my phone to Apple, needed a new SIM card and even told me my iPhone XR could not be activated on Boost! What a bunch of idiots!! And the online activation tool kept telling me my phones were not eligible to activate. NOT helpful. So here is what I did...

I did end up getting a boost SIM card mailed to me and used it for one of my two iPhone XRs but pretty sure you don’t need since I was able to get one activated using the Sprint SIM that originally came with the phone.

Step 1) In any case, turn off your old phone. Make sure it is off, I found that to be important to the process.

Step 2) Call into Customer Service. Give them the primary IMEI number not the digital (“IMEI2”) on the box (there are two IMEIs listed on back of iPhone box which is totally confusing and most reps don’t know the difference between them).

Step 3) They will likely end up saying they can’t activate and tell you to do one of the things I previously wrote in my paragraph above. Politely tell them to transfer you to Tech Support (TS). Tell the TS rep to reprogram your iPhone XR to be compatible with Boost network using the “Device network analysis tool”. Use those exact words.

Step 4) Once your phone is reprogrammed to be compatible on Boost the rep should be able to activate your SIM and phone. The rep may have you restart your phone. Don’t take no for an answer! Call in and get another rep if you have to. Seriously I’ve even had Boost managers tell me incorrect info like “not possible to activate your iPhone XR” so don’t let them get you down.

But knowing which IMEI to give the rep, telling them to use that device network analysis tool and don’t take no for an answer were all key. Good luck!

4 Messages

2 y ago

Iphone XR

2.3K Messages

2 y ago

Hi there, @cassielee83! What's the model of the phone that you are trying to activate? 

4 Messages

2 y ago

I am having the same issue.  I have called multiple times and talked to a supervisor.  I have an unlocked phone from the Apple store and just want to swap with my iphone 6 that won't keep a charge.  Its so frustrating.

2.3K Messages

2 y ago

Oh, I see. The only way to activate those unlocked devices is contacting customer service dialing 888-266-7848. 

4 Messages

2 y ago

I have multiple times and even talked to a supervisor.  no one knows how to do it.

 

2.3K Messages

2 y ago

Unfortunately, that's the only way. If they are unable to activate it, we won't be able to assist you through here. 

4 Messages

2 y ago

Thanks!  I will try again and see if I can reach someone who can actually help

1 Message

2 y ago

You did great work getting this done. I used to be a supervisor at a local *ahem* fruit company's "Brilliant Table," if you catch my drift. If there was one thing that any tech hated doing and loved pawning off on their peers was calling Boost to complete device swaps.

 

At the Fruit Company's store, we had Boost customers come in for service just as we did for all the other major carriers. What was nice for all the carriers is that moving a SIM card was enough to make the switch, even with Sprint. But Boost was the dreaded carrier that literally no employee liked to deal with. Not only did they give our techs immense amounts of pushback, but they'd also help throw the Geni... *ahem* Brilliant Table behind by keeping a tech away from their next appointment to argue on the phone. The Fruit Company even has an internal article describing how to get this done as efficiently as possible, though not in any way efficient. More often than not, we'd get bad, ill-informed Boost tech support agents. We learned quickly to just hang up on those people as soon as we caught any whiff of opposition and would just call back to get someone else. Sometimes it could take up to 5 times to get someone on the phone who just "got it," knowing what we needed and would get it done. The process could either be immediate or could take up to 48 hours.

 

Now, I've been separated from this fruit company for a couple years as I type. But if my memory serves me well, most unlocked iPhone MEIDs and IMEIs aren't known by Boost, so Boost automatically rejects them - this includes replacements issued by the ...Brilliant Table. For example, your Boost phone lost reception so they issued you a replacement. However, the replacement shows as incompatible and Boost is now telling you to go exchange it for one that is (which it doesn't work that way at ...the "Fruit Company". That being said, Sprint's database is up to speed with MEIDs and IMEIs. So we always had great success telling (a good) Boost tech support agent that we needed to move a Sprint MEID to Boost. That usually would provide the fix and would be done relatively quickly, more often than not.

12 Messages

2 y ago

Yup sounds like bad management at Boost at least from a Customer Service perspective. Just hang up until you get someone good. It hurts but so true. I wonder when someone in management will look at this thread and wake up.

15 Messages

2 y ago

When will 128GB iPhone XR be restocked?