03-04-2021 11:36 AM
I purchased an iPhone 11 64GB universal on 3/4/2020 and the phone is locked to the original sim and can no longer be used with any other sim or provider. I contacted my service provider, Total Wireless, and they said that the phone is not locked to them and it is a local sim lock for the iPhone. I then called Apple, they told me that they are unable to help me in any way because this is a type of lock that is proprietary to Best Buy.
I found this out the hard way when I tried to sell the device which cost me $93 in shipping and other fees to reverse the sale. The salespeople, at Best Buy in Buford, Ga, told me that the device can be used at different service providers and would never lock to one, and is the same as an unlocked device.
I am stuck with a "bricked" iPhone 11, still under the manufacturer's warranty and nobody can use it due to the sim being locked on the phone.
03-04-2021 02:36 PM
Good afternoon, joshuap41,
Thank you for taking the time to reach out to us here on our community forums. While I haven't needed one for a while, I know how useful it can be to have an unlocked phone, especially if you travel a lot. I appreciate you reaching out and would be glad to help you explore what options I may have to assist you.
To my knowledge, only cell phone carriers are able to add or remove a lock on a cell phone or sim card. Additionally, we offer a 14-day Return & Exchange Promise for cell phones and devices that can be activated.
While I can't guarantee what options I may have available, I would like to take a closer look into this purchase. I will need a bit more information in order to do so. Can you please send me a private message that includes your:
You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your message.
03-04-2021 06:16 PM
03-05-2021 02:48 PM
On Total Wireless it's Verizon. You need a Verizon based sim from Tracfone and then activate your phone on TW. Once you activate it, you then stick Verizon based sim from TW into the sim card slot and your service should be active.
03-31-2021 04:13 PM
This is unbelievable! Same issue is happening to me. I paid full retail for a phone specifically to use where I wish now I have to spend time tracking down where its locked to becase best buy said the phone was unlocked. Never again best buy, never again.
03-31-2021 05:08 PM
If you bought a Universal phone, it will lock. If you buy an unlocked phone, it remains unlocked. These are different things. Paying full price does not make a Universal Phone unlocked.
03-31-2021 05:21 PM
Perhaps you should make that clear when a customer comes in and asks for an unlocked phone and is provided a universal phone instead. Who in their right mind would pay full retail for a phone that isn't unlocked? I now have a 2 year old phone that I paid $800 for that can't be used becuase the only 2 carriers I've ever used it on say its not them that has it locked. No way to find out.