Virgin Mobile

URGENT: Phone Still Not Unlocked After 48 Hours.

SOLVED
Highlighted
Master

URGENT: Phone Still Not Unlocked After 48 Hours.

Hi! 
Recently, I switched carriers and about a week and a half ago my phone had a system update and locked my phone back onto the Virgin Mobile Network. My SIM card also stopped working that day. On Saturday, after finally getting my new SIM I called Virgin Mobile and the representative told me that he put in the request for my phone to be unlocked. I was told that it would take 24-48 hours. It's been 48 hours since he put in the request. I'm not sure if I need to wait until the end of the day (when my phone was unlocked the first time it only took 24 hours) or not. May someone please help me or let me know if the request is still being processed? I've been without my phone for almost two weeks and I can't really afford to buy a new one now. 

Thank you in advance.

1 ACCEPTED SOLUTION

Accepted Solutions
Agent

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

Hello, @mjm1998. Thank you for stopping by. Could you please send us a private message to further assist you? We'll be waiting for you response. Remember, we're here to help.-Kira_M.

View solution in original post

9 REPLIES 9
Agent

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

Hello, @mjm1998. Thank you for stopping by. Could you please send us a private message to further assist you? We'll be waiting for you response. Remember, we're here to help.-Kira_M.

View solution in original post

Whiz Kid

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

@Kira_M Same thing happened with my iPhone 7. I’ve been working on this issue since Tuesday 10/7.  Phone support has not been effective. 

Agent

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

Hello, @303sie. Thank you for stopping by. Please send us a private message to further assist you. We'll be waiting for your response. Remember, we're here to help. -Kira_M. 

Whiz Kid

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

Hello! I am trying my previous Virgin phone unlocked for last-minute international travel. I was on the phone with a representative that said it was completed and gave me an unlock request code, but I'm not sure it went through because the phone is sayng "Invalid SIM card" and under the settings menu, under UICC Unlock, it says "Your device is locked to Sprint SIMS only." My unlock request code is 259 034 155. Can someone assist? I'm not sure how to DM a representative. Thank you!

Agent

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

Hey there, @ChloKen! According to our system, this unlock request was just created today. Please allow up to 3 business days in order to get more details.

Whiz Kid

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

Okay. Thank you. Over the phone, the representative said that she would expedite the unlocking process so that I am able to use the phone outside of the country. How long does an expedited unlocking take? I believe she said 24 hours. Thank you for your response. 

Agent

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

We're sorry for the misinformation, @ChloKen. There's no specific time frame. By expediting it, we just put it on a different queue that it is usually handled first. However, if another case was place in that queue before yours, that one must be handled first. Still, the maximum time-frame is 3 business days starting today. If by Monday (which is the 3rd business days) the device is not unlocked, please let us know. 

 

Also, we'd like to make you aware that your phone must be powered on within our coverage and with our SIM Card inserted. This is because, the unlock is completed over the air through our towers.

Whiz Kid

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

Okay. Thank you. My phone screen is saying "Invalid SIM Card." Will that affect the unlocking?

Re: URGENT: Phone Still Not Unlocked After 48 Hours.

Hey there, ChloKen! It should not affect the device if the message is there.