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Contributor

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3 Messages

Mon, Jul 30, 2018 4:46 AM

Phone unlocked but I can’t use a new sim card

So I got with AT&T to unlock my phone because I was being stationed overseas. They said they unlocked my phone but when I try to use a new SIM card it still tells me my phone is locked. I got with AT&T again to see what the problem was and they told me I had to go on a computer and I guess backup all my info, then wipe my phone, then download everything again from iTunes. The problem I have is I don’t currently have a computer nor do I plan on getting one anytime soon. Is there another way to go about finishing this process or am I just out of luck? My phone is an IPhone 8+.

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ATTHelp

Community Support

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140.7K Messages

2 years ago

Hello @Jones124.

 

Let’s see if we can help. Our instructions for unlocking an iPhone using another SIM don’t require the computer:

 

Using a Non-AT&T SIM Card

  1. Remove your SIM card.
  2. Insert the new SIM card.
  3. Complete the setup process.
  4. Once you have completed the process you will receive message in iTunes: "Congratulations your device has been unlocked!"

If that does not work of if you are using an AT&T SIM card, you will have to backup and restore from the computer because the unlock process requires re-activation for the phone. You can arrange to use a computer at an Apple store. If there is no Apple store in your area, you may need to borrow a computer from a co-worker. Thanks for reaching out for clarification!

 

Dawn, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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1 Message

I am havig the same issue as the OP. After 3 attempts AT&T unlocked my phone, but I am getting the same messge as the OP. I am using a T-mobile sim, and it is saying "the SIM card you currently have installed is from a carrier that is not supported under the activation policy that is currently assigned by the activation server. This is not a hardware issue with the iPhone. Please insert another SIM card"

Contributor

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3 Messages

2 years ago

Just a follow up real quick since I’ve finally gained access to a computer. I’ve done the process several times through ITunes on the computer at this point and I still get the same error message every time and it doesn’t allow me to use the new SIM card from T-Mobile. The message says “the SIM card you currently have installed is from a carrier that is not supported under the activation policy that is currently assigned by the activation server. This is not a hardware issue with the iPhone. Please insert another SIM card from a supported carrier or request that this phone be unlocked by your carrier. Please contact apple for more information.” I know for a fact that my phone is unlocked because I’ve contacted AT&T on multiple occasions throughout the months of June and July to make sure and they’ve confirmed that the phone is indeed unlocked. I’m not sure how to go about fixing this issue at this point.

Contributor

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3 Messages

2 years ago

Bumping this because I haven’t gotten a reply since my new message

Contributor

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1 Message

2 years ago

I have the same kind of message appearing on my iphone 8 plus. did you get any solution to this problem?

Tutor

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5 Messages

a year ago

I have metro pcs, and i was trying to switch phones, to a phone, i thought was unlocked. So now my sim is registered to a locked device, and i cant get it to work om the old device either. So now for me to be able to switch my phone back, i need to be able to receive a verfication code, that metro has to send through text. Is there any way i can recieve the text from metro ?

Contributor

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1 Message

a year ago

I have the same problem on my 2 unlocked att iphone7+ which was unlocked approved back in september. The thing is after unlocking it, i factory defaulted it and in the activation process after putting in a sim from an international carrier, it would say cannot connect to activation center and says try again latet.

Constructive

Employee

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16K Messages

a year ago

@Marcie1324  what does metro have to do with at&t? post on their forums or call or go into their store

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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1 Message

So the only response in a year is an ATT employee rudely admonishing someone for posting in the wrong forum, but choosing g to ignore all other legitimate questions. Now I remember why I want my phone unlocked - so I never have to deal with you horrible people again.

(edited)

GLIMMERMAN76

ACE - Expert

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20.7K Messages

An ATT employee on his own time.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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