Why isn't my phone unlocking?

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Enthusiast

Why isn't my phone unlocking?

I had my phone for over a year, I unlocked it on 2/5 and it is now 2/8 and my phone is still not unlocked. I have already transferred my phone number and have no way of reaching anyone at Virgin Mobile. 

11 REPLIES 11
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Heavy Hitter

Re: Why isn't my phone unlocking?

If VM unlocked it for you, you need to go to Settings->System Updates->tap "Update Profile"->phone should refresh SIM data & reboot->go to same screen after reboot & the UICC Unlock should now read "Your device is unlocked for any SIM card".  If you perform a factory reset or master reset by the ##RTN# (aka ##786#) it will relock to Sprint cards.

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Enthusiast

Re: Why isn't my phone unlocking?

Is this for iPhone? If so, I can't seem to find "System Updates". 

 

But thank you! I've received more help from you than anyone else.

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Heavy Hitter

Re: Why isn't my phone unlocking?

Oh.  You got an Iphone.  To do it on an Iphone go to Home screen->Phone->dial ##873283#->hit "Call"->hit OK->profile will update (which should unlock it if they filed the request)->hit OK->device may reboot after which it'll be unlocked

https://devicehelp.virginmobileusa.com/scenario/iPhone_X/Virgin_Mobile/en/Update_the_Data_Profile

Do not perform a master/factory/hard (whatever it's called on Iphones) reset or it WILL relock it to Sprint cards.  A soft reset is fine if needed from what I've been told.  I unlocked mine the day after I called & requested it but did not get the text telling me to do it until a couple days later so you should be able to do it now.  Hope this helps.

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Enthusiast

Re: Why isn't my phone unlocking?

I'm in the exact same boat. I requested an unlock and was given the 48-72hr window. Still not unlocked. I tried the tool above and my phone says profile failed. 

 

I can't call out because i already did the phone transfer.

Please help

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Enthusiast

Re: Why isn't my phone unlocking?

@θ_Rules 

 

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Re: Why isn't my phone unlocking?

So sorry about the trouble! Can you please send us a private message with the details, so we can work through this? 

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Enthusiast

Re: Why isn't my phone unlocking?

How do I send a PM?

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Enthusiast

Re: Why isn't my phone unlocking?

PM sent

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Re: Why isn't my phone unlocking?

Please check your inbox.