I've now made a total of 7 phone calls to Virgin mobile to try and get an old iphone 4 unlocked from their network. This was originally bought by my father from a Virgin media shop, and used Pay as you go on Virgin mobile. Virgin customer services firstly referred me to apple as they didn't recognise the IMEI number ( was on Orange/EE network) , eventually they agreed to raise a missing IMEI request, then they promised an unlock code in 48 hours but no contact from virgin, when I called back I was told it would be 4/5 days for an unlock code so I requested a call back. Once again no contact from Virgin. I called again and was told 14 days, because it was with the 'back office', I complained and was assured that a manager would call me back, 3 days later no surprise that I've had no call back. How can this customer service be so poor!
Any advice about how to get Virgin to action this would be much appreciated, as I'm losing patience now and may end up paying for it to be unlocked on the high street.
Might help if you read the whole of the original post, the poster clearly states:
'This was originally bought by my father from a Virgin media shop, and used Pay as you go on Virgin mobile.'
So appears that Virgin were the 'original' point of sale, and not 'A. N. Other
Virgin therefore are responsible for the phone, though, it may appear that Apple 'sim free' phones still 'lock' themselves to the first network they are used on, irrespective of 'supposedly' being unlocked/carrier free'
But then again, that's Apple for you...expensive rubbish..(backhand crippling by doing this sneaky 'trick')
Apologies this is an iPhone 4s not a 4, but it was indeed bought in a Virgin store with Virgin Mobile sim fitted, we have the paperwork, and was and is still locked to the same network which Virgin seem incapable of unlocking it from. As virgin don't have their own network they must unlock other phones all the time, so struggling to understand what is so difficult about this request.
Some providers provide SIM-free iPhone's which are unlocked but then lock to the first network SIM used with them. Typically these can be unlocked by inserting the SIM required, connecting them up to iTunes and re-configuring the carrier settings.
If this doesn't unlock the handset then in most cases the provider can provide an unlock code. As always though, if there are any further difficulties please give our team a ring.
The iPhone's provided by Virgin Mobile directly are sold as fully unlocked handsets as they are provided to us directly by Apple. We don't provide unlock codes for our iPhone's as a result. I'd like to take a closer look at your account and see if I can shed some light on this situation. I've sent you a private message which you can view by clicking on the envelope in the top right.