Guides

Unlocked but still not working on the new network

5 minute read · beginner

An unlock only means the phone will accept another carrier's SIM. It doesn't guarantee the phone works well on that network. If the phone is unlocked and something still fails, the cause is usually bands, certification, eSIM support or line settings, and not the lock.

Lock or compatibility?

A phone can be fully unlocked and still lack the frequency bands, network certification or eSIM support the new carrier needs. That is a compatibility limit, and no unlock request will change it.

If the carrier confirmed the unlock and the phone's status says it has no SIM restrictions, stop chasing the lock and look at compatibility.

What to test on the new line

  1. Restart the phone with the new SIM or eSIM and check that the new carrier's name appears in the status bar.
  2. Check that the 4G or 5G indicator appears where the new carrier has coverage.
  3. Make a real phone call, and send and receive a text message and a picture message.
  4. Test mobile data, hotspot and voicemail.
  5. Check that verification codes for your important accounts arrive on the new line.
  6. Keep the unlock approval and confirmation number, and don't cancel the old account or discard its SIM until every test above passes.

Common problems that aren't the lock

If Wi-Fi calling or visual voicemail fails, the new carrier usually has to set up those features on its side. It doesn't mean the phone is locked again.

Some smaller carriers that run on other networks need their APN settings entered. Use the settings from that carrier's own setup page, not a list found elsewhere online.

An older phone may be unlocked but missing the bands the new carrier relies on. Coverage will be weak however many times you restart it.

Stop and get help when

  • The phone still shows SIM Not Supported or asks for an unlock code. It isn't unlocked yet, so go back to the carrier.
  • The phone doesn't support the new carrier's bands. No setting will fix that.

Official route

The new carrier's support for provisioning, APN and feature setup. The original carrier if the phone still reports a SIM restriction.

Who this is for: You must be the account holder on the old line and the new one.