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SIM Issue

Kelsemacleodd
Great Neighbour / Super Voisin

Hi, I’ve recently purchased a second-hand iPhone 15 pro max to replace my current iPhone X. I had no issue switching everything over but when I went to put in my sim in it says sim not supported? I have contacted the original company for the phone, lucky mobile, to make sure it was unlocked and they’re saying it is so it must be a problem with my sim. The sim works fine in my current phone but will not work in the new one. I do have a ticket with customer service but have received no response and I’m looking to use the phone as soon as possible. 

IMG_1308.jpeg

10 REPLIES 10

@Kelsemacleodd  I don't think Lucky Mobile sell iPhones, could he have bought it outright from Bell or do you know where he bought it?

Kelsemacleodd
Great Neighbour / Super Voisin

He fully bought it outright, no contract or plan! I’ve realized it had a second IMEI number and I thought maybe it was using an ESIM as well but I just called lucky mobile again and they said that the second IMEI is not saying it’s locked either. 

@Kelsemacleodd  Did your friend get it brand new unlocked e.g. from Apple or Costco?  Or was it through a contract/plan, i.e paid for over a year or two?  

I had a phone that should not have been locked, called the carrier for the unlock code, at first they said it couldn't be locked but we persisted and were given the unlock code after which it worked.  

Kelsemacleodd
Great Neighbour / Super Voisin

It was my husbands best friend’s phone, he upgraded and we bought this from him. Just got it over the weekend! I did call the company he was with before and they say their records indicate it’s unlocked. Just all very odd!

Kelsemacleodd
Great Neighbour / Super Voisin

image.jpg

When I put in my sim it won’t let me leave that page. First is goes to “software update completed” then to let me choose my wifi, then it goes right to the sim not supported page. This phone has also been completely reset. But without a sim inserted it says what the picture shows and works as ‘normal’ letting me go into apps and use my iMessage and anything else. 


@Kelsemacleodd wrote:

Hi, I’ve recently purchased a second-hand iPhone 15 pro max to replace my current iPhone X. I had no issue switching everything over but when I went to put in my sim in it says sim not supported? I have contacted the original company for the phone, lucky mobile, to make sure it was unlocked and they’re saying it is so it must be a problem with my sim. The sim works fine in my current phone but will not work in the new one. I do have a ticket with customer service but have received no response and I’m looking to use the phone as soon as possible. 

IMG_1308.jpeg


Where did you get the phone?   That screen is almost certaintly indicating that your phone isn't unlocked.

Phil_Adelphus
Mayor / Maire

@Kelsemacleodd  In Settings - General - About - Carrier Lock, what does it say there?

kb_mv
Mayor / Maire

@Kelsemacleodd You are the second person I have seen here today with that problem. That thread is here:

https://productioncommunity.publicmobile.ca/t5/Get-Support/I-want-to-use-my-phone-with-Public-Mobile...

 

Chalupa_Batman
Mayor / Maire

Hey @Kelsemacleodd 

I do find this very odd as I've swapped from an XR to SE2 to 15 Pro Max with zero problems. I'm just wondering a few things though. Have you done a factory reset yourself on the phone? Also, have you tried to purchase an eSIM instead? They are $5 via the app but if you ever lose or get a different phone, eSIM are free after that. Might want to look into it. I would assume Lucky would do a factory reset but in case they didn't you might wish to do it to be safe. Also, you can try resetting your network settings and then reboot. 

ORNGNBLK
Model Citizen / Citoyen Modèle

@Kelsemacleodd I am no expert, but is it possible to finish the activation on your old phone, and once complete you can just swap the sim into the new phone? Or have I misunderstood something else along the way.

* edited, I read all of this wrong. Sorry. I would wait for cs _agent to fix the issue if possible 

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