Unlocking old phone from UK

[stephens2011]

I am based in London, and back in Spring 2015 whilst on a business/ vacation trip I bought a pre-paid cellphone from the Canal Street, NYC store (a Moto E). It's been sitting in a draw since then, and I wanted to try and unlock it for a spare phone. I do not have the old SIM, but do have a record of the old cell number, IMEI etc.

I understand that since I bought the phone in 2015, any phone over 12 months since purchase can be unlocked. I have tried to call 888-294-6804 but just get a message asking me to dial *611 from the handset, which I cannot now do, or using a My Verizon app which I do not have.

Can anyone confirm how I get in contact with Verizon to get an unlock code and instructions how to unlock? Do I need to be connected to Verizon to unlock?

Thanks

[Ann154 · Accepted solution]

Device Unlocking Policy | About Verizon

[mama23dogs]

Prepaid phones are cheap because they are subsidized.  Typically this requires you use and pay for service for a minimum period of time or minimum refill amounts.   Verizon has a 4 month requirement if I remember correctly.  If you didn’t use Verizon prepaid for at least the minimum, they will not unlock the phone. 

Sorry.

BTW this is S.O.P. With all prepaid.  Locks can be as much as 12 months.  I recommend people buy already unlocked phones, unbranded, like those sold at Best Buy or on Amazon. 

[stephens2011]

Thank you for flagging up this 4 month requirement, which may mean I cannot get the phone unlocked. Is there not a way to contact Verizon customer services to clarify or see if anything can be done. It would be a shame to waste the phone.

I have tried the 888-294-6804 number but for me, perhaps as I am calling from the UK, it does not connect me to anyone.

[stephens2011]

Thanks, I have tried to contact Verizon via the methods for "4G Device Policy" but I cannot do the *611 and the 888 number just has a message to try the *611. I need to find a way to contact customer services from the UK.

[mama23dogs]

The link provided by Ann says 12 months or a minimum refill amount.  And calling Verizon toll free number may not be possible outside the US.

[vzw_customer_support]

We want to do all we can to help you get clarification on this situation, stephens2011. You're correct in thinking this would be much simpler had you activated the phone here, while in the US. I appreciate you attempting to call various ways to work on making the phone ready for your use. You may dial 00 800-50050099 from a landline in the UK to reach our global support team, who could then either advise you or get you connected to a prepaid specialist.

GeorgeS_VZW

Follow us on Twitter @VZWSupport
If my response answered your question please click the “Correct Answer” button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[stephens2011]

Thank you - I will try that number