IPhone XR

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IPhone XR

Hello, 

I recently purchased an unlocked Iphone XR from Best Buy. I wanted to swap to this device from my current J7 and retain my same number if at all possible. After looking, from my understanding, that was not possible... so i ordered a new sim card. I am unable to activate this device yet still because the IMEI or MEID is not recognized. Giving an error message saying "Let’s try that again. Please re-enter your device IMEI". I have been with Virgin mobile for many years and have never had this much trouble. Am unable to reach anybody over the phone either!

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Agent

Hello. Unfortunately, you won't be able to use that device on your account, since we currently do not activate unlocked iPhones on existing accounts. Let us know if there is anything else that we can do for you.