HELP -- Verizon said Ting locked my phone

Verizon said Ting locked my unlocked phone!

I decided to switch to Verizon prepaid service because it is simply a better deal if you use any considerable amount of data. I purchased and activated a VZ Sim card and attempted to activate the unlimited data plan via their activation website. Every time I clicked to submit my prepaid data plan payment, the site said the transaction could not be completed.

The problem was not with my credit card because I had plenty of credit available and tried to activate with 4 different cards. The problem cannot be my phone itself as it is a completely unlocked Moto G5S from Best Buy and is compatible with all major carriers (and VZ even sells it as one of their prepaid boxed phones). I could not understand what the problem was.

One day I stopped in a VZ store and inquired as to what was wrong with their activation process. The rep told me very confidently (really sounded like she knew what she was talking about) that this problem occurs regularly when switching to VZ from other carriers and that it is caused by Ting somehow "locking" my completely unlocked phone through the SIM card activation process. She made it very clear that the problem is something that Ting has done to prevent me from switching carriers at will. She said that Ting requires you to ask them to release your phone from their service.

Is this true???? Is there something that your SIM card or the activation process does to the phone to prevent people from switching freely at will? It doesn't sound like it could be true, but she was extremely convincing and I cannot think of any other reason why I can't switch. This problem only makes me want to switch even more. Please help me. What must I do to switch from Ting (to Verizon) ?????

(BTW, VZ's CS is far inferior to Ting's. Thank you for that. Keep it up!)

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Comments

8 comments
  • Hey Timothy,

    Sorry to hear you are having some trouble moving over to Verizon. While we're sure their rep was trying to help the fact of the matter is that Ting cannot (and would not) lock your phone. One possibility that jumps to mind is that you are trying to port to and from the same device as porting to an active phone (on CDMA) is not possible. What we do when folks are trying to port into us in this scenario is provide a "dummy device" to port in before then swapping your number to the desired phone so that may be what is needed...assuming, of course, you are porting and from a CDMA network.

    We're happy to help get to the bottom of the issue if you drop us a line a help@ting.com or call/chat with support but we can confirm unequivocally that the device would not be locked as a result of activating with Ting. We're proud to hear that you feel our CS is superior and we'd love to help prove it by helping you, even if it means losing you; we're sorry to see you go but we certainly want you to be on a plan that makes sense for you.


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  • It didn't sound right, but the VZ girl seemed very confident, presumably from experience. Perhaps she was incorrect.

    I am not completely 'up' on tech terms, but I think I understand that when you say "port" you are talking about switching my phone number to VZ? And, so, if I accepted a new phone number, I should be able to switch without a problem? 

    If I understand you correctly, then the whole problem is likely pertaining to keeping my phone number. If so, I'm assuming you cannot help with porting it to VZ? Do you have any suggestions that I could pursue? (I really really need to keep my number)  Or is this something that only VZ could address?

    Additionally, I only thought of it after my first post, but shouldn't I have to change all of the settings on my phone that ID it to use the network? That is something that I never thought of and so did not do.  Any insight into that?

    If not for the increase in data usage due to life changes, I would remain with Ting. Unfortunately, the new demand for data use makes the change necessary. The CS of Ting will be missed.

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  • It would be worth confirming with Verizon if either a new number would be possible, or if you have another compatible VZ device see if they can port your number to it and then assist with swapping to the Moto.

    Assuming the issue is that the device is already active and that is preventing the port submission you would have two options:
    1- Port to a placeholder device and then swap the number to the Moto as once the port completes it would be inactive
    2- Swap your number to another device with your current provider and then request the port to the Moto as it would be made inactive by moving the number to another device.

    The issue is not the phone number per se based on what you've described but its something we deal with at Ting all the time by providing a placeholder device when required. As far as the phone settings if moving from GSM you would need to change the network mode to a CDMA setting in order to activate service but this would not affect the ability to port to-from that device or activate it in the VZ system. This change would be made once a phone number is activated on the device with VZ in order to then connect the phone to their network.

    We fully understand that you'd look to change plans as life changes and we're here for you to help where we can with the transfer over and if things should change again we would be thrilled to have you back with us.


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  • Thank you for taking the time to help me. I value Ting's opinions much more than VZ's.

    I went by a VZ store last night and told them that Ting said they don't/can't lock phones and asked them about the number porting issue with respect to my inability to activate service. The rep said they do not use placeholder devices but rather they could assign me a different number temporarily, thereby removing my current number from my phone, in order to activate service on their network and THEN port my current number (which would at that time be my previous number) to my phone. 

    If you would continue to be so kind and helpful, can you give me your opinion of that idea? It seems to me that once I drop my number by taking on another one, I might not be able to get my current number back. Is that a valid concern? And do you have any idea whether doing that would affect my Google Voice (secondary) phone number? 

     

    THANK YOU for being so helpful ! ! !

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  • This exact same thing just happened to me.  My unlocked BlackBerry becomes locked upon switching to another carrier.  How do I get my phone unblocked?  Why did you even do this in the first place?

    JES

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  • Hi John,

     As Christian was mentioning above, we can't lock phones to the network here at Ting. If you are having issues going from Ting to another carrier it is more than likely along the same lines as the issue Timothy was having. If you are going from a CDMA carrier to a CDMA carrier the phone needs to have the number put on to a temporary device so that your phone can then be free to complete a port. You will need to talk to the new carrier that you are switching to about this because they'll need to be the ones that give you a hand with parking your number somewhere (if you have an old phone that is compatible with their network you may want to ask them about putting it there). 

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  • My issue is not exactly the same.  Upon switching to another carrier, my MMS settings cannot be changed.  They have become locked.  From what I can tell this is the only feature that will not work.  Worked fine yesterday.  Switch carriers and it becomes locked.  I can take out the SIM card and enter information, but it will not allow me to save the new settings.  Is this not a symptom of a phone being locked?  How could this happen otherwise?

     

    I am also pretty sure that the transfer is from GSM to GSM.

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  • MMS settings are not something that is affected by a locked device. A locked device won't allow a SIM card to be used that is not for the specific carrier that the phone is locked to. With the MMS not being able to be changed that points more to a setting on the phone. 

    What phone are you using and is the software the most up to date version?

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