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Level 1: Cadet

Can't use iPhone 5 in HK - Telstra says unlocked, Apple Store disagrees

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So I'm trying to use my iPhone 5 in Hong Kong with a local SIM.

The telstra online unlock tool says it's unlocked. I've followed the instructions for restoring the phone etc as per Telstra and the Apple support instructions. Phone still says SIM not valid.

Today I took it into an Apple Store and the fellow at the Genius Bar ran a check and said that it's locked. It's very frustrating as I'm travelling for work and so specifically checked that it was unlocked before travelling. I would have brought another (unlocked) phone if I knew this would be an issue.

Any suggestions or do I have to make an international call to Telstra support and wait on hold ...?

Cheers,
Victor
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Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Can't use iPhone 5 in HK - Telstra says unlocked, Apple Store disagrees

You will probably have to contact Telstra, but try livechat : https://livechat.telstra.com

 

I'm surprised the Genius Bar couldn't help as Apple are the ones who unlock the iPhones after receiving the request from Telstra.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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2 REPLIES 2
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Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Can't use iPhone 5 in HK - Telstra says unlocked, Apple Store disagrees

You will probably have to contact Telstra, but try livechat : https://livechat.telstra.com

 

I'm surprised the Genius Bar couldn't help as Apple are the ones who unlock the iPhones after receiving the request from Telstra.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

View solution in original post

Highlighted
Level 1: Cadet

Re: Can't use iPhone 5 in HK - Telstra says unlocked, Apple Store disagrees

Thanks Jupiter.  

 

Livechat wasn't working the other day but it was this morning.  They unlocked the phone, resolved the issue and were brilliant to deal with.

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