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jerryras1
Paparazzi

Cricket Locked MY phone.

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I have been a Cricket customer for over a year...

I bought a new iphone XS at Best Buy with no sim card and no cell service contract, was told it will work with all providers.  I removed the sim card (Cricket) from my old device, installed in my new phone and powered up, it worked immediately.  About a month later I tried to switch service to Verizon who told me phone was compatible.  Tried their sim card and doesn't work because Cricket locked my phone.  Yes, MY PHONE, that I paid for in full. I have not been able to get Cricket to unlock my phone.  I had to pay for another months service Or lose my number and still have a locked phone. 

What gives a "bring your device, pay as you go" company the right to lock my phone?  I have spoken with Cricket support every day to get this resolved to no avail. They keep promising to call me back, still waiting.

Verizon charged me for sim card and first months service before they would try the sim card. They told me when I asked for refund that this was a non-refundable purchase.

Cricket needs to get their act together.  I have a $1,000.00 door stop that is too thin to even work as a door stop. I am being held for ransom at Cricket because I don't want to lose my number.  Of course if I go past the cut off date, I will lose the ability to access Cricket support.

What am I supposed to do at this point?  NOT A HAPPY CUSTOMER!

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jerryras1
Paparazzi

Re: Cricket Locked MY phone.

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Yes, Cricket FINALLY unlocked my phone (remotely).

I am only responding now because when I reported to Cricket that my phone was locked, they did not immediately unlock it.  I was in danger of losing my account, phone number, and any support from Cricket.  I was forced into paying for another month of service.  Now at the end of that month, I was able to secure a different provider with my "now unlocked" phone.

Still not happy for all the confusion with Cricket.  I still cannot believe they can lock a phone and then delay unlocking it.  This should not even be legal, it's NOT THEIR PHONE.

This cost me over $80 because of this fiasco.  Obviously wont be a Cricket customer again.

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9 Replies
Moderator
Moderator

Re: Cricket Locked MY phone.

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@jerryras1 

We would like to look into this further for you. Please reach out to our support team on Facebook (m.me/cricketwireless) or twitter (@cricketsupport) with the details of your issue.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

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jerryras1
Paparazzi

Re: Cricket Locked MY phone.

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I do not have Facebook or Twitter.  Can I contact you by email?

 

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bethlivingston
Paparazzi

Re: Cricket Locked MY phone.

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Totally feel for you.... I'm so mad at them, too. Even if they decide to unlock it, will it ever be the same as it was factory unlocked?

I've had cricket unlimited data/talk/text plan on the same LG phone and same SIM card for the past two years. Plan is always paid each month on autopay & never late.

I ordered a brand new Samsung Galaxy S10+ 128gb factory unlocked phone directly from Samsung. Waited a few days before I put my old SIM card into the S10+ phone. Cricket has locked it.

Of course now that it has already happened to me, I'm discovering it is something that happens to Cricket customers frequently. I could have avoided it, had I known. It never occurred to me they were capable of doing it remotely.

Also AIO (cricket wireless) wrote over my OTA software update capabilities with some AIO constipated version. I now am no longer able to receive those ota android security updates directly like I did the first two days I had the phone.
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MamasitaMarz
Superstar

Re: Cricket Locked MY phone.

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@jerryras1 Cricket will unlock your phone. Just reach out to them on Facebook. That happens with all unlocked iPhones. It gets locked to whatever carrier you first use it on. 

Community Manager
Community Manager

Re: Cricket Locked MY phone.

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@jerryras1 were you able to get this issue resolved? If not, please send me a private message through the forum so that I can look into it further for you. Thanks. 

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

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nesrey
Paparazzi

Re: Cricket Locked MY phone.

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this is fixed by doing a master reset on the iphone with the Verizon sim card in it. make sure do back up your data before doing the reset.

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energyx
Extra

Re: Cricket Locked MY phone.

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SIM Free phones are activated using the "Reseller Flex Policy", so it will lock to the first carrier activated. It should however be unlocked by cricket if you contact them.

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jerryras1
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Re: Cricket Locked MY phone.

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Yes, Cricket FINALLY unlocked my phone (remotely).

I am only responding now because when I reported to Cricket that my phone was locked, they did not immediately unlock it.  I was in danger of losing my account, phone number, and any support from Cricket.  I was forced into paying for another month of service.  Now at the end of that month, I was able to secure a different provider with my "now unlocked" phone.

Still not happy for all the confusion with Cricket.  I still cannot believe they can lock a phone and then delay unlocking it.  This should not even be legal, it's NOT THEIR PHONE.

This cost me over $80 because of this fiasco.  Obviously wont be a Cricket customer again.

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bethlivingston
Paparazzi

Re: Cricket Locked MY phone.

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When a social media CSR from Cricket's FB page quickly responded via FB Messenger to my public Facebook comment under one of their photo posts...

Cricket: What is your IMEI number? Then proceeded to ask unnecessary questions.

This was annoying, and made it blatantly OBVIOUS the person in charge of helping me solve my issue had never taken the time to read my FB post about my issue!! Tell me. Why even respond? The first clue they didn't read it: CSR asks me, "Where did you purchase the phone?"
*face palm*

****
This CSR continues this pattern of not reading the already included pertinent information throughout our entire line of communication to follow. This is the single most prevalent and frustrating issue with EVERY customer service experience. It isn't just this CSR, and it isn't just Cricket's customer service.
****

Cricket FBmessenger: CSR included instructions to look up IMEI. CSR was apologetic on behalf of Cricket. Mentioned something about troubleshooting techniques. CSR concluded msg with Cricket may contact Samsung???

Me FB messenger: Reiterated my Galaxy S10 Plus was a brand-new, paid-for, "factory unlocked" phone. Reminded CSR it was Cricket who locked it, not Samsung.

Cricket FBmessenger: No explanation about the code. Just we've contacted Samsung with your imei number for the unlock code.

Me FB messenger: What is the status (This is 5 days later) of that unlock code from Samsung? Why does this unlock code need to come from Samsung and not Cricket when cricket locked the phone?

Cricket FB messenger: No explanation. Just "the unlock code is 00000000." That's really the code, too. The code really IS just 7 or 8 zeros!!

Sheesh!
What a waste of my friggin time.

I probably could have Googled my unlock code light years faster than it took Cricket, and I STILL
am not back to original, full-working functionality. My phone is not back to it's original state like was before Cricket somehow rewrote/wrote over the Samsung software version of my phone with their Cricket version. The original way my phone received new software updates is gone, and I don't know how to get it back.

Even if I factory reset it, I still have to have a mobile carrier. I'm not sure a factory reset would even fix this. What the hell did you do to my 1000 dollar phone, Cricket?! I want it back to the way it was before Cricket remotely f***ed it up without my permission, (CAUSE I WOULD'VE SAID, 'NO!') and I'm super sad and bummed about the whole situation.

I'm bitter about this. I'll never feel the same way I did about Cricket because they never fixed it satisfactorily in my eyes. Before this, I absolutely loved having Cricket as our family's mobile so much.
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