Hey there @Celorion, sorry for the inconvenience. I should be able to help you with this however. First, I have a few questions. Did you purchase your Iphone used or from VM? Buying a used Iphone is a very risky thing to do because Apple's security on their devices are so strict. Ive had the same thing happen to me in the past. Apple wouldn't unlock it and the phone ended up serving as a paper weight for me. Also, Virgin mobile has a select few models of Iphone's that will work on the service. You stated you have the Iphone 6s Plus. Check your model number and make sure it is one of the following; A1634, A1687, or A1699. If it is not one of those, it will not work with VM. Unlocking your phone will not necessarily make it interoperable with Virgin Mobile service. A device designed for one network is not compatible with another network merely by unlocking it as there are other checks that would block it from eligibility (such as if the device was previously reported lost or stolen). Ill also provide you with a link that gives you the step by step instructions to activate your phone. I would start there and make sure all of your ducks are in a row. Hopefully this helps. Let me know if you have any additional questions. I'd be happy to help further! Thanks!
I'm having the same issue. I purchased a new iphone through VM -model A1687. I log into my account (current VM customer) and enter in all the required numbers and when i get to the screen to swap phones, it says " youre new iPhone is locked. with your loced iPhone, you cannot swap".
I tried calling customer service but it won't work because i'm having to call from the phone that i'm switching from.
mlz731. Could you send us a private message with the account information and also the imei/sim card number on the new phone? - E.J.
I purchased model A1634, checked the IMEI number on Tello and Swapper and everything is good, I try to do it on the VM device swap through my account and I get this error "here was a problem with the serial number you entered. Please check your device serial number and try entering it again." I've even tried copy and pasting it directly from the AT&T unlock request (which when you look, should be compatible). Can someone please help? I need a working phone asap, please.
Hey there, mzbritnicole! If you are trying to activate an unlocked device on your existing Virgin Mobile account, it is not possible. A port in is required to activate an unlocked device (BYOD). If you have any doubt, feel free to ask.