Samsung direct S25 Ultra Purchase - carrier locked after Verizon activation and cannot load second eSIM from FirstNet

[peej2019]

I purchased a new UNLOCKED S25 Ultra direct from Samsung about a week ago.  I previously had an S22 with dual sims, one on Verizon, one on FirstNet.  When I tried the dual sim setup about three years ago, it was a nightmare, but eventually, everything worked after weeks of troubleshooting and tech support from Samsung, Verizon, and AT&T FirstNet.

Here I am in the same situation once again.  I moved my Verizon line first and told them I was going to use dual carriers.  All was good.  Then, I went to insert the physical AT&T  FirstNet SIM card that was previously in my S22, but it wouldn't work.  After lots of chat time with AT&T and going through about three different reps, I finally found a good one who said I didn't need the physical card and she programmed a new eSIM for the phone.  I downloaded it, but it would not work.  I get a message on the S25 that says: Sorry, your device can't be activated on another carrier's network right now.  For help, contact Verizon at (800) 922-0204.   I also see a scrolling message across the top of my S25 screen that says "Verizon * Network locked *No service (the latter referring to the second eSIM for AT&T FirstNet, I presume).  

When I restart the phone, I get a Verizon splash screen that was never there until I activated the one with them first.

Many countless hours later, a CS rep opened up a case to "unlock" the phone.  I just received an email stating:

Your request to have your device unlocked has been reviewed. Unfortunately, your device is not eligible to be unlocked at this time. Your device is scheduled to automatically unlock 60 days after your purchase/activation date.

If you purchased your device as a part of a monthly payment agreement, you have the option of paying the remaining balance off from a Verizon retail store and resubmitting the unlock request prior to the scheduled unlock date.

For more information about Verizon's Device Locking policy, please visit the support page on ver​izon​wire​less​.​com.

Keep in mind that your Verizon SIM will work while making calls to or traveling internationally.

For more information about Verizon's international calling plans and TravelPass, visit our International Solutions and Services page.

So, back on the chat with Verizon.  They straight up tell me the phone is not locked on their end, and instead, it is locked by Samsung.  I ask for a supervisor, who only collaborates that the phone is unlocked and it's because of the Samsung direct purchase.  AT&T points the finger at Verizon, and says it's on them. 

I'm about to lose my mind.  Does anyone have a solution? 

Any help would be much appreciated! 

[Momma23dogs]

Just to clarify when you purchase this phone you purchased it from Samsung and selected an unlocked device, and did not accidentally select a Verizon branded device? You are not financing the device through Verizon?  You either selected Samsung's financing, or paid Samsung in full?  You did not take advantage of any trade-in option through Verizon?  If you did a trade it was directly with Samsung for a lump sum?   

The fact that your device boots with the Verizon red circle and not the Samsung logo is very concerning. It would indicate they sold you a Verizon phone subject to their lock policy. 

I would recommend that you pull out all of your original receipt information from Samsung to verify all of that. If you purchased a Verizon branded device, took advantage of Verizon trade-in deal which would have offered you the largest amount off of your current phone, the phone would be legitimately locked for the first 60 days and then automatically unlocked.  

It is possible that Samsung somehow messed up. And they sold you a Verizon device, subject to Verizon's carrier lock instead of a phone that was unlocked out of the box. That's something you would have to take up with Samsung directly.   Samsung does have a cumbersome customer service department, just like a lot of the service providers the left hand does not know what the right hand has done or is doing.  

[peej2019]

Affirm, I purchased an unlocked phone directly from Samsung and paid for it in full.  I did the exact same thing a couple of years ago, and while I had a long and lengthy time getting both SIMs set up, it eventually worked.

To me, it is blatantly obvious that Verizon locked it, especially with the splash screen that suddenly appeared once they activated my primary SIM.  This splash screen was not there until Verizon did their programming.  Then the bizarre email I received stating my request to unlock it was denied, definitely indicates THEY locked it.  There is no equipment contract with Verizon.  It is an FCC violation and I will gladly report it as suggested by the other commentator in this thread.

In the meantime, I had to put my FirstNet number/eSIM on an iPhone I also have just so I can get those calls/texts.  It is definitely not an ideal situation.

Appreciate your insight!

[SynthpopAddict · Accepted solution]

This isn't the first time I've read of someone having a non-Verizon phone and then it somehow gets locked to Verizon.  I have no idea how this even happens.  If Verizon has refused to unlock the phone, I'd file a complaint with the FCC.

BTW another customer posted elsewhere that trying to transfer old SIM cards to a new phone doesn't work well or at all anymore.  They were trying to move a Verizon SIM to a new phone and it messed things up badly until a new eSIM was made, but from what you're describing, this is a problem with other carriers too.  I'd get a new SIM or eSIM any time a new phone is activated.

[peej2019]

As mentioned in my other reply, I am filing a complaint with the FCC, although I doubt anything will happen in a timely manner.  

Appreciate the support.

[MAKNZE]

Question, with your unlocked device, do you have video calling available in the native phone app? I now have an unlocked device on the VZW network but since it is unlocked they won't allow video calls within the phone app itself.  Now if I want to video call, I have to end my call and switch to Google Meets and send a darn invite for them to download the app! So annoying! 

[vzw_customer_support]

Hi MAKNZE. Verizon's video calling requires a Verizon-branded device that supports the feature. Unlocked devices may not have the necessary firmware or settings to use Verizon's native video calling. 

-Dee

[peej2019]

I only see the option to use Google Meets.  Keep in mind that Verizon locked my phone illegally, so I cannot verify what options are available if it were unlocked.