Hi there! Sorry for the delayed response. Support is available from 6:00 a.m. to 10:00 p.m. CST. We got access to your account and confirmed the results of your unlock case. Our technicians were not able to unlock your device on our end because this device was manufactured before February 2015 and is not technically capable to be unlocked.
This device has the possibility of being programmed and used in a new compatible carrier using the phone's MSL code: 230390. If the new carrier is compatible with your phone, it will be able to activate it using the MSL code.
Hi there! We're truly sorry for the inconvenience. By the time the phone was activated, we were not activating unlocked iPhones. Our system shows that the device is from Virgin Mobile, that is the reason why it is locked.