SIM not supported

[kenholman]

Trying to install SIM in new phone (iPhone 11). Worked fine in iPhone 5S. Replacing temporary SIM from T-Mobile in US. Unable to do so - getting message " SIM card from a carrier not supported under the activation policy currently assigned". Unable to get past this message to change any settings.

[Korth]

The phone is definitely carrier-locked (to T-Mobile USA). USA-based networks obviously aren't required to comply with Canada-based CRTC Wireless Code, lol.

There is apparently an "easy" way for users to unlock it. Remember to backup any data you want to save first!

https://www.t-mobile.com/support/devices/apple/apple-ios-11/mobile-device-unlock-apple-iphone-on-ios...

Public Mobile SIM cards will work in any compatible device which is not carrier-locked. Still, you can test your PM SIM card in another (unlocked) phone just to confirm it's not somehow malfunctioning, you can probably borrow a phone from friend or family and do it while they watch, it only takes a couple minutes and a couple restarts.

[dust2dust]

Ah. So that made it easier for T-Mobile to accommodate as they had your friends continuing business and you were just a piggybacked line. I wonder how accommodating they would have been if you had done it all on your own. Still an awful practice for the provider to lock an otherwise unlocked phone.

[kenholman · Accepted solution]

Just to answer your questions, I was able to 'piggyback' on to a friends T-Mobile service. His 'grandfathered' service allows for extra lines (at $10.00 a line!) with unlimited data, unlimited calls, unlimited texts! Needless to say T-Mobile keeps encouraging him to "upgrade" and he, very sensibly, will not.

[dust2dust]

You bought the phone outright, right? Presumably unlocked up front.

For those 5 months, did you get a postpaid plan or prepaid?

It just sucks that this is something these companies will do. We read the other day of someone with Boost Mobile for only a short while. Not even a major carrier. For prepaid. Coming in with their own phone. Seriously?!

We haven't yet heard from others using other providers. I've done some searching and haven't found reports of others either.

Seems we have to ask if we get a local service from somewhere. Would a clerk know these details? Can we get them to write something down? Then the phone gets locked and we can point to that. Of course they could say the clerk didn't know. Well then make sure these things are known to all staff.

But then would it even be written somewhere? Your phone will become locked to us for 12 months (or whatever) so be prepared to commit to us for the duration. If not then you'll need to find another provider. They would not say that. Sucks.

[kenholman]

I had the help of another, long-time, T-Mobile customer in the US. He phoned them, explained the situation, and the phone was unlocked in a matter of minutes. Thanks.

[softech]

@kenholman haha.. you didn't mention that critical piece of info in the beginning  🙂

Yes, unlike Canada, US carriers are still legal to lock their device and will only unlick them if you have following their condition.  Glad they are willing to unlock it for you.  Did they help you without a big fight?

[kenholman]

Thank you everyone for your help. It did!

When we changed service, while visiting the US, we purchased a new iPhone and service from T-Mobile. The sneaky devils at T-Mobile locked the phone! Now unlocked and working on Public Mobile network fine.

[esjliv]

@kenholman - so the Public Mobile SIM card worked in the 5S without issue and had working services?

Ensure your iphone 11 is updated with the latest software.

And, with the Public Mobile SIM card in the phone perform a Reset of your device's Network Settings.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Have a read over this article to see if this will guide you to help with your issue:

https://www.payetteforward.com/sim-not-supported-on-iphone-fix/#:~:text=Why%20Is%20My%20iPhone%20SIM....

[kenholman]

iPhone purchased in US. Removed Public Mobile SIM and set up service with T-Mobile (for 5 months). Tried rebooting with PM Sim - still getting the "not supported" message, which I can't get past to access the settings. I suspect, as some have suggested, that T-Mobile locked this phone!

[dust2dust]

What do you mean by temporary sim from t-mobile?

But this sounds like the Boost Mobile story the other day. It's very troubling.

https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy

[hTideGnow]

Hi @kenholman which carrier thr phone was used on before?  it might be locked to that particular carrier and you have to call them for help

[CountyDownIeUk]

1. iPhone 11 is unlocked if purchased in canada

2. Why add the T.Mobile SIM to the confusion?

3. SIM size for 5S and 11 is same. 

4. Put Public Mobile back back into  iPhone  11 and  reboot. 

5. On iPhone 11 go to settings, general, about, scroll down, does it say Carrier Lock, No Sim Restrictions?  If yes that means it is carrier unlocked. 

6. Have you had phone for awhile....is it reported as blacklisted? 

[softech]

@kenholman your phone might have been relocked because you have put in TMobile SIM to it.  

[JoyLuck]

@kenholman 

Is your phone unlocked?