topic Re: sim not compatible in Get Support

sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:42:11 GMT

so Ive had public mobile for a while now, the other day I removed my sim and factory reset my phone. once it was done it wouldn't accept my SIM card. prior to the reset it was no sim restriction now it shows sim locked. its an XR iPhone and spoke with apple. they said it was locked to t mobile, three way call with t mobile and apple. t mobile said its not Locked to them apple said it was. im a bit buggered now as no one seems to want to help and blames everyone. with the SIM card out the carrier lock on the phone shows sim locked and once I insert my sim it shows sim not compatible. ive factory reset the phone serval times and still can't get anywhere. ive done a google search and seen others with similar issue, I logged a complaint with the crtc as well as the fcc., ive seen that the fcc was able to get head office t mobile to contact the person and they said it was a glitch and unlocked the phone. Anyone here able to offer actual insight please do. the phone was bought outright then replaced by apple at one time, ive switched carriers several times and never had an issue.

Re: sim not compatible

hairbag1 — Tue, 02 Jan 2024 23:44:09 GMT

@Emma_oh

are you able to try that sim in a different phone to see if the sim is at fault or phone is ?

Re: sim not compatible

Chalupa_Batman — Tue, 02 Jan 2024 23:44:43 GMT

I would reach back out to Tmobile and say... just give me the unlock code and let me try to see if it fixes the problem. What's the worst that can happen if they give it to you? You're in Canada.

Re: sim not compatible

Handy1 — Tue, 02 Jan 2024 23:44:45 GMT

@Emma_oh did you get the phone in the US ? If it kicked to T mobile will be tough to get unlocked . Did you buy this second hand possible ?

Re: sim not compatible

softech — Tue, 02 Jan 2024 23:45:05 GMT

@Emma_oh did you buy this phone from private sell?? if the phone was locked to T-Mobile, I don't think PM can help. You really need to complain to Apple as Apple is the one who can really unlock devices, even carrier helps you to unlock, the request actually processed by Apple

But if you still have the proof that you got from Telus/Koodo/PM, then PM can help. Message them:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:45:25 GMT

Yes the sim works fine in other phones. there does not seem to be any issue with the actual sim

Re: sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:46:23 GMT

where would I enter the unlock code? carrier lock shows sim lock and when I click that it just shows a note stating some restrictions may apply as the phone is restricted to a carrier.

Re: sim not compatible

Chalupa_Batman — Tue, 02 Jan 2024 23:46:45 GMT

I was thinking the same. I think she was sold the phone, it was unlocked pre factory reset. I'm thinking the factory reset, reset the lock on it from Tmobile. This for sure IMO is a Tmobile issue.

@Emma_oh Try them again and tell them you need the unlock code. Write it down and don't lose it. If you do a factory reset again in the future, I think it will lock again and you'll need the unlock code.

Re: sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:47:05 GMT

No I bought it here then it was replaced by apple

Re: sim not compatible

Handy1 — Tue, 02 Jan 2024 23:47:38 GMT

@Emma_oh You going to need to get the phone unlocked from the carrier it came from .unfortunately or get a new phone

Re: sim not compatible

softech — Tue, 02 Jan 2024 23:47:41 GMT

yes @Emma_oh there is no "unlock code" to enter for iPhone. The carrier helps to submit the request and the unlock is processed by Apple.

Again, where you got the phone from originally??

Re: sim not compatible

Phil_Adelphus — Tue, 02 Jan 2024 23:47:42 GMT

@Emma_oh "the phone was bought outright then replaced by apple at one time"

Was it a refurbished phone from Apple? Also wondering why the factory reset in the first place?

Re: sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:48:46 GMT

I bought the phone in Canada. it was replaced by apple under warranty the people at t mobile dont seem to want to help. they said the phone is unlocked in their system and cannot unlock it again.

Re: sim not compatible

Chalupa_Batman — Tue, 02 Jan 2024 23:51:50 GMT

Do you by chance have an Apple store near you? Might be easier just to walk in and say FIX me please.

EDIT: So this is what I'm thinking. When Apple got it back, refurbed it, they didn't do a full factory refresh on it, they just cleaned it of info. Meaning T-mobile probably did unlock it and because Apple didn't do their due diligence, Apple needs to resolve this IMO.

Re: sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:50:13 GMT

bought the phone from Best Buy then it was replaced under warranty. this was done 2019 the phone showed no sim restriction

Re: sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:52:22 GMT

The issue was escalated to apple engineers and they said they cannot remove the lock as it is T mobile lock. they can't seem to help much. ive never had a t mobile account. a quick google search shows that it has happened to others

Re: sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:53:11 GMT

best buy in 2019 then it was replaced in 2020 under warranty

Re: sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:54:08 GMT

it was not refurbished it was replaced by apple. the reason for factory reset is a mute point. I was giving it to my daughter

Re: sim not compatible

Emma_oh — Tue, 02 Jan 2024 23:54:28 GMT

I do not. closest one is 3 hr drive

Re: sim not compatible

Chalupa_Batman — Tue, 02 Jan 2024 23:56:35 GMT

Actually, they didn't give you a new phone, this is obvious. They gave you a referb phone. The Tmobile lock would not be on it if it was new. Just saying...

https://www.wikihow.com/Identify-a-Refurbished-iPhone#:~:text=The%20first%20letter%20in%20the,tell%20you%20your%20iPhone's%20status%3A&text=If%20the%20first%20letter%20is,or%20a%20third%2Dparty%20vendor.