I had an unlocked iPhone 5s purchased from John Lewis last December. I put in my daughter's SIM from her ongoing Virgin account and she's been happily using it until a few weeks ago when I decided to port it to a cheaper ID mobile deal. Got the PAC code and the SIM and set the wheels in motion. Put the SIM in and I get a "SIM not supported" message.
I ring ID they say its because the phone is locked to Virgin. "You need to ring Virgin". I do. They say its not locked and that as its not on their system any more as its been ported there's nothing they can do. Tell me to ring Apple. I do and they say they don't lock phones, its the first SIM you put in the phone which locks it you need to ring Virgin. I ring Virgin again, they say they can't unlock it, its not locked. Repeat all this TWICE more. I've spent about 6 hours on the phone.
I try the iTunes Restore feature. Makes no difference.Try the other tricks people on the internet suggest, again no difference. SIM works fine in other phones. I put in another Virgin SIM into the iPhone - works perfectly. This would suggest it is locked to Virgin. I go to the Apple store - they use an app to tell me its locked to T-Mobile/Orange. I take this info to the Virgin shop. They agree it is locked and ring support and get them to fill in an "unlocking form" which will take 3/4 days. I ring today to check progress and they have no idea about the form, and the dufus I was talking about sneakily passes me to Apple Support who then say they can't believe Virgin are denying its their fault.
This as you can probably imagine is infuriating. I have a phone I can't use because Virgin Mobile are so incompetent.
So anyone out there have a clue as to what to do. And as I've said, I've already tried the Restore, and the Reset All Settings and Data options.
Has it got anything to do with the fact the SIM is from a few years ago, and Virgin have changed their carrier from T-Mobile/Orange to EE (although arent they effectively the same just rebranded)?
Hi I lve just tried to put a id SIM card in an iPhone 6 that as far as I was aware was not locked to virgin but I'm getting the same message as you did. Im using a virgin rolling sim but the phone was not from them. I'm not wanting to go through all the stress you clearly have so I'm hoping someone will come up with an answer on here. We are wasting money as the new id sim can't be used at all. Please reply if anyone knows what to do
I too steer clear of overpriced Apple products myself - its my daughter's phone. It is Apple's hardware and operating system so yes they are complicit in the locking, but it takes two to tango - the carriers want to lock you into their ecosystem and Apple facilitate it.
At the end of the day I don't give a toss who unlocks my phone as long as somebody does and it doesn't cost me anything. Virgin have proved totally incompetent and their customer support has been woeful. I also find it unbelievable that Apple can't connect to the phone (similar to using ADB in Android) and unlock it.
Its now been nearly two weeks and they still haven't sorted it.
The good news is they finally unlocked the phone. Seems like making a formal complaint and threatening to move to another provider worked.God knows why it took them nearly two weeks but this has convinced me to shift all my family's phones to another provider.
Bad customer service and value for money just doesn't cut it these days.
If it's the same situation as mine then it could be your sim is an old contract and it may not be on their database (this is just a pet theory). Virgin are able to unlock it - just make the right threats. I moved all four of my family accounts to iDMobile and haven't looked back. Persist, most of the off shore call centre people don't have a clue but I finally got one who knew what she was talking about and couldn't believe the previous lot dropped the ball so badly.