I’m not sure if anyone will be able to help but I thought I’d ask. I had my phone replaced under warranty for the volume buttons sticking in and not being able to click them any more. Got the new device in and it wouldn’t activate. It registers the SIM card and goes to no service. I called Verizon and tried to get them to help me activate it and spent 2 hours on the phone with them and tried EVERYTHING they could think of. Entering IMEI numbers, SIM numbers, factory reset, and a new sim card.
In the end they told me that when I turn the phone on the IMEI number they entered changes to a different one from what the phone reports and is failing activation. They had me try a new sim card to make sure the sim wasn’t broken and that still didn’t work. Called Motorola spent a while on the phone with them trying the same things and they agreed it was a rare case and that I would need a second replacement phone.
I received the new (third) phone yesterday and it is having the same problem as the second phone. Won’t activate and when its powered on the IMEI number on the Verizon side is reports something different then what any of the other phones are showing. (so now between the 2 phones I have 4 different IMEIs reported (the assigned 2 the phone shows me and the 2 made up ones that the network switches to when I turn on the phone)
Now Motorola is suggesting another replacement and Verizon has stopped helping me and on my last call they transferred me to the Motorola support number. Has anyone seen anything like this?
Is there anything I can say to help try and get this resolved other than waiting for a fourth phone that may or may not work?
Related
After sending off my second VarioII for the screen alignment issue to be fixed, instead of repairing it T-Mobile sent me a new device. I picked up the device from my local T-Mob shop, and started up the device. It went through it's normal boot up process then stopped with a screen saying that the 'Network is locked, please enter an unlock code'. In the top left hand corned the app name is displayed, it's called SimLock.
I've never had a lock on my SIM card, and it was exactly the same card that I had been using minutes early in a temporary replacement phone.
Anyway, T-Mob couldnt help me. They first gave me a 4 digit code to enter then an 8 digit PUK code, none of which worked. Also, each time I enter a number the time between tries becomes longer. I think there is also a limit (10?) on the number of tries before the SIM is rendered useless?
So, I think I will try the SIM in a replacement at the shop to check that's ok then I will ask for a replacement, cos' as far as I'm concerned it was broken when I received it, and I dont want to wait another 2 weeks for it to come back from repair.
Anyone else had this experience?
PaulB
Hi PeekBee,
The SimLock program is the network lock HTC use. I might also be used to lock the phone to a single SIM card but I'm not sure if SimLock is used for that. It appears however that the phone you have been given as a replacement has the wrong security settings enabled.
Gav.
Thanks Gav,
After spending a great deal of time on the phone to T-Mob tech support they've finally agreed that they can't get around the issue and will ship out a new one. This will be my 4th Vario II!
Most of the time when I reboot my Vibrant, it is unable to find the network. Going into the settings and selecting Mobile networks results in an error message telling me to insert a SIM card.
Fixing the problem involves one of two methods, which I fear one day will fail indefinitely.
1) Rebooting multiple times until the phone sees the SIM card and registers on the network. This method failed more than ten times today until I gave up and tried method 2.
2) Turning on airplane mode. Then in an attempt to turn off airplane mode and get the phone to register on the network, it cannot be done. Airplane mode is greyed out in the popup menu that comes with a LP of the power button. Additionally, airplane mode is not indicated in the status area at the top of the screen. Next, reboot the phone. Upon reboot, airplane mode is indicated in the status area at the top of the screen with a small airplane. Switching off airplane mode is now possible from the popup menu that comes with a LP of the power button. The phone now immediately registers on the network. This method does not always work.
I've tried more than one SIM card to ensure that the problem isn't SIM specific. I have yet to try a SIM card from a different carrier to troubleshoot a carrier specific SIM problem.
Any knowledge on this issue would be greatly appreciated.
Many Thanks,
In an attempt to see if I could find a reliable way to get my phone back on network after a reboot, I made the dumb move of turning off my phone. I've now been rebooting my phone repeatedly for about 20 minutes trying to get it back to network.
In messing around with flight mode, I've now got the stupid airplane in the status area, and yet the damned phone says in the popup menu that flight mode is off.
I might be looking at a factory reset next.
Even a factory reset fails to get the phone to see a SIM.
Any ideas?
Unfortunately, it may be a hardware issue...You tried another tmo sim card?
Seems like a hardware issue to me too. No, I have only tried two different True Mobile SIMs here in Phuket.
The phone is pretty much cooked at this point unless somebody has some ideas. It won't register on network even after a factory reset. I've stuck it in a soft pouch and resumed the use of my 3yr old Nokia dumb-phone.
The next thing I face is trying to get a phone that isn't even sold in Thailand serviced at a local shop. Not fun.
Second alternative is to mail it back home for about $50, have it repaired, and then pay about $50 to have it shipped back. Then, when it arrives at the Thai post office, they will hold it for ransom until I pay taxes, duties, and tarriffs totaling another $50.
I'll probably end up just having a nice paper weight until I go back home in about a year.
Any other ideas would be great. Thanks a lot.
Unlock it and try a different carrier, the problem sounds like a hardware problem but it seems like you are out of luck and if you go back home in a year then the warranty probably won't be valid since warranty only lasts one year.
So yeah you can unlock and see if that works, if not at least you have a nice MP3 player
Thanks for your reply. It's already unlocked. That's the way I bought it on eBay in the US and brought it over here to Phuket and have been using it on the local True Mobile network.
Not getting the phone serviced in warranty is unfortunate, but it isn't really a problem. If I have to pay a couple hundred bucks to get the phone fixed by either sending it home now or getting it fixed when I'm back in town in a year, so be it. I'm used to these kinds of predicaments with the kind of traveling I do.
Any other ideas guys?
Flash an update file via Odin, a factory reset won't fix everything.
I think I've got it figured out. And it sucks.
The solution I have found that will consistently get the phone back on network is to power it off and let it completely cool down by either letting it sit for a long time, or by putting it in the fridge for about ten minutes.
So yes, it appears to be a hardware problem. And I'll likely end up having to spend a few hundred dollars out of warranty to get the mobo replaced. Because as I'm sure many of you have experienced with electronics, the way that manufacturers design these things, anytime something goes wrong that's as minor as a worn out headphone jack or some other prong on some component of the guts, the whole mobo has to be replaced, which in the case of a phone, is basically the whole phone.
Please excuse my irritation. This just sucks.
I'll be carrying a spare dumb-phone in my car for trips around Thailand that could end up getting me into some minor trouble if my car breaks down and I have no way to call for help. Yeesh...
When it happened to me I powered down , pulled the battery , removed and reinserted the sim .
Maybe run an under-voltage ROM, that could help but again that is just another random idea, I mean you don't lose anything.
Thanks for all the replies.
After upgrading to JI6 this evening, I have rebooted the phone at least 6 times without waiting for it to cool down. The phone has registered on network without failure every time.
I'll report back if it fails to register on network ever again.
My problem happened when I got a new sim . It's been working fine for a month now .
Good morning, my phone card suddenly stopped working on the network a few months ago. I believe I may have disabled some things here and there the night prior, I can't remember. I was moving from Germany to the U.S. the next day, so I had alot on my mind. This is the European variant (SM-G935F). I have tried 3 different SIM cards, one from German T-Mobile and two from Verizon in the U.S. to no avail. I have posted screenshots showing what it says I have for signal. Every once in a while it pops up with a message saying SIM card refreshing or something like that. I have tried putting a piece of paper by the SIM card because possibly the contacts were lose and I also factory reset my phone but nothing works. To send it back to Germany to have them fix it is very expensive and also I don't want to try and interpret everything. I have done that for the last 3 years and would probably end up signing a lease for a car with my limited German language skills. Any thoughts? The phone is perfect other than this issue and I am about to put it on Ebay if I can't get it squared away.
Thanks in advance for any thoughts!
Yandawg
did you try to root it and put the bootloader and firmware of t mobile or verizon?
I haven't tried that because I wanted to keep it unroofed if I needed to sell it on eBay. I might try that as a last step before I sell it though
try to flash your phone with smartswitch or odin with original rom if you are skilled, reset seems cannot recover all your settings.
Figured I share my repair experience here as OnePlus has set a new low in my book for customer service. Started when I sent my device (unlocked by T-Mobile) for repair last month. I was given the option of repair or replacement but chose repair so I wouldn't have to unlock again. I received it back about a week later but with no documentation as what the repair was (found out through my calles it was a motherboard replacement. I did notice the SN was the same but the IMEI was different. Used it for 3 days and called T-Mobile to have it unlocked but their system now sees my device as a non-T-Mobile phone and they can't unlock it (and they have tried 4 times since Sept 25th). Over the past few weeks I have conferenced on T-Mobile support with OnePlus support in an attempt to get it unlocked and every time I call it's like starting from scratch with OnePlus. Four times now I've been told to wait 24-48 hours so they can hear back from there repair facility, I've made 14 total calls to check status (they have never called me back once). T-Mobile has been absolutely great and were on the phone with OnePlus with me for over an hour. So for know unless a miracle happens I'm stuck with a phone that can't be network unlocked by any carrier. Looks like the repair facility perhaps used a standard motherboard and flashed the T-Mobile firmware on it from what I can determine. If you need service for a T-Mobile device ALWAYS choose a replacement if you have the option)
Rule #1: Never ever choose repair when replace is an option. XDA is rife with people complaining about repair issues with every phone manufacturer. But I think you know that now. Also, I would hardly fault OnePlus in this situation. Its a simple issue of the IMEI not being in the T-Mobile database. Thats not OnePlus' fault. Thats a T-Mobile issue. IT can be added to there database. Verizon does this but for a completely different reason. But ultimately fault is in the eye of the beholder.
Also, to further support my claim think of it this way... T-Mobile (and Verizon) request the bootloader / SIM lock. If you buy the non carrier version from One Plus this would be a mute point. Again, a T-Mobile issue, not OnePlus. If you really want to get technical fault the US Congress for allowing them to lock in the first place. Ok Ok... Way off on a tangent...
Now... Some questions for you...
Have you ran the IMEI against an IMEI check database to see what kind of device it returns as? I would be curious to see. Another way to find out if its a T-Mobile device is to check the IMEI against your last phone. If the first few digits are the same or different will support your claim of the device being different.
Have you tried to tried to toggle the bootloader unlock switch or is it gray'ed out?
Have you tried popping in another carriers SIM just for giggles?
Lastly, have you tried to unlock it yourself by using the built in unlock program in network settings?
If that fails you may want to consider sending it back to OnePlus again for replacement. I can only assume that you do not have insurance? If you do then you may want to check with them about replacement faulting the IMEI as the issue. Might be a hard sell but I'm sure it could be done.
Scott said:
Rule #1: Never ever choose repair when replace is an option. XDA is rife with people complaining about repair issues with every phone manufacturer. But I think you know that now. Also, I would hardly fault OnePlus in this situation. Its a simple issue of the IMEI not being in the T-Mobile database. Thats not OnePlus' fault. Thats a T-Mobile issue. IT can be added to there database. Verizon does this but for a completely different reason. But ultimately fault is in the eye of the beholder.
Also, to further support my claim think of it this way... T-Mobile (and Verizon) request the bootloader / SIM lock. If you buy the non carrier version from One Plus this would be a mute point. Again, a T-Mobile issue, not OnePlus. If you really want to get technical fault the US Congress for allowing them to lock in the first place. Ok Ok... Way off on a tangent...
Now... Some questions for you...
Have you ran the IMEI against an IMEI check database to see what kind of device it returns as? I would be curious to see. Another way to find out if its a T-Mobile device is to check the IMEI against your last phone. If the first few digits are the same or different will support your claim of the device being different.
Have you tried to tried to toggle the bootloader unlock switch or is it gray'ed out?
Have you tried popping in another carriers SIM just for giggles?
Lastly, have you tried to unlock it yourself by using the built in unlock program in network settings?
If that fails you may want to consider sending it back to OnePlus again for replacement. I can only assume that you do not have insurance? If you do then you may want to check with them about replacement faulting the IMEI as the issue. Might be a hard sell but I'm sure it could be done.
Click to expand...
Click to collapse
Same situation here, mine was unlocked did a replacement and it was locked and T-Mobile has no record of it. It took me 17 days to get the replacement and every day I checked the status I get told wait 24-48 hours. Now after I got it I'm told every day to wait 3-5 days for an update. Really one plus?
One plus sucks at anything customer service. Can you not do a warranty through tmobile?
Hi, i have the same problem. I was able to unlock my OP8 the moment I bought it. But after sending my OP8 for repair, it was locked when sent back. I got the error "server 255" when I tried to do a permanent unlock.
I contacted Tmobile and they said I need a valid tmobile account, which I don't:
"One of our mobile device unlock requirements is an active T-Mobile account. Since you don't have one you're going to need the get the unlock via a 3rd party company. Our apologies for this."
I have contacted OP 4 times now. They say they'll escalate my problem to the relevant team.
So how did u ppl solve it? Anyone tried the mtd below:
https://www.reddit.com/r/oneplus/comments/qn8dez
Thanks.
zonexo said:
Hi, i have the same problem. I was able to unlock my OP8 the moment I bought it. But after sending my OP8 for repair, it was locked when sent back. I got the error "server 255" when I tried to do a permanent unlock.
I contacted Tmobile and they said I need a valid tmobile account, which I don't:
"One of our mobile device unlock requirements is an active T-Mobile account. Since you don't have one you're going to need the get the unlock via a 3rd party company. Our apologies for this."
I have contacted OP 4 times now. They say they'll escalate my problem to the relevant team.
So how did u ppl solve it? Anyone tried the mtd below:
https://www.reddit.com/r/oneplus/comments/qn8dez
Thanks.
Click to expand...
Click to collapse
I hate oneplus with a passion I'm 8 months and still going with an issue they keep BS'n me on
Hi, I would like to post an update. After contacting OP support a few times thru chat, they agree to help me talk to Tmobile directly. I told them I can't use the phone, I'm overseas (really, no joke), and I contacted Tmobile but they refused to help.
After waiting for a few days, my IMEI is whitelisted and I was able to unlock the phone. So I guess if you are persistent enough and tell them tt you've exhausted your options, they will help. So I guess they're still nice ppl (kudos to Sophia!)
Hope someone with similar problem can try what I did.
Just wanted to fan the flames that OnePlus is still up to their BS. I sent my phone to repair the back glass after I recovered from unbricking my phone rooting after the Android 13 OTA. When I get it back, after all these warnings signs something was off I realized when I tried to put my unlock_code.bin and it kept failing that they gave me a new motherboard. Luckily I AM a Tmobile customer, but holy heck, what if I was not? Luckily somehow I was able to get in to get the info to request another code to unlock my bootloader even though I'm still carrier locked.
fgjruiz said:
Just wanted to fan the flames that OnePlus is still up to their BS. I sent my phone to repair the back glass after I recovered from unbricking my phone rooting after the Android 13 OTA. When I get it back, after all these warnings signs something was off I realized when I tried to put my unlock_code.bin and it kept failing that they gave me a new motherboard. Luckily I AM a Tmobile customer, but holy heck, what if I was not? Luckily somehow I was able to get in to get the info to request another code to unlock my bootloader even though I'm still carrier locked.
Click to expand...
Click to collapse
I just had my op8 repaired back with a motherboard replacement so that it can't unlock the sim as I am not a T mobile customer. I used online chat several times and complained about sim-unlock. Finally, after I gave them both old and new imei and strong complain, they unlocked my sim card. Not a good experience, but the result turned out to be good.
i cannot tell if the seller sent me their last broken device or if they know exactly what's wrong with it and they want to scam me with sending it back and forth so they "fix" it by software. they even told me in an email to prove it doesn't take the sim inserted in the proper position and they said i should send it back to them but if it has no issues i'll be paying for shipping twice. lovely implication that i can't push the simcard in the only position it could work in.
tried several simcards and it's always the same, like there's no simcard in there. the sims all work on other devices. i can't tell if it's physically damaged or if it's a software thing. i looked around for clues in the *#*#83781#*#* menu but there's nothing that could enable the simcard there.
anyone else had or fixed a "no sim" error before? thanks