replacement j7 phone not eligible to swap

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Newbie

replacement j7 phone not eligible to swap

Hi,

I just received a new phone from Brightstar Device Protection to replace my broken J7 phone. I went through the steps to activate it and everything swapped over fine but the phone won't access the network. For the first step I typed in the IMEI # but the SIM card number that displayed wasn't the same as what was installed in the phone. I changed the # to the correct one and continued with the steps.

 

I then tried to activate the phone again but now it shows as not eligible to swap.

 

Please help.

 

 

 

 

 

 

3 REPLIES 3
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Agent

Hello. Please dial the code ##72786#. If the phone asks for confirmation, select the option to say yes. Let us know how it goes.

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Newbie

Thanks for the quick reply.

 

Unfortunately, no luck. Still not connected.

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Agent

Understood. We'll need to review the account. Please send us a private message so we may work directly with you.

 

You can send a private message by clicking on an agent's name, then selecting the message option from the profile page.