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Attempting to activate LG G6; ESN showing attached to user's account

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Journeyman

Attempting to activate LG G6; ESN showing attached to user's account

After talking to retention services in an attempt to get our bill down, we came to the solution of buying after market phones in order for us to have no leasing fee. I did purchase 3 phones through ebay, but can not get one of them to work. While the phone is showing as being paid off and "unlocked" the ESN still shows up as tied to the account. A troubleshooting solution was to try a new sim card (I had to track down a compatible sim card), but that did not work.

I have come here to get the help of a higher tier Sprint representative than a call rep. I will send the ESN and the SIM card number. I did send the ebay seller the following message and have asked them to communicate here as well. Correct me if I am wrong about the points listed.

 

 

"Apologies for the delay, I needed to wait for Sprint to get some compatible SIM cards back in stock. Even after trying a new SIM card two different Sprint reps said that while the phone is paid for and "unlocked" the ESN is still tied to your account. You need both a clean ESN and clean SIM to activate the phone. Several different reasons that were a possibility (but can not be verified since you are the account holder) is 1.The phone is part of a corporate account and is tied to that account 2.The line has a current outstanding balance and the phone can not be released 3.The phone was wiped and paid for but a new device has not replaced the old number and the number/service line has not been cancelled. I have spoken to Sprint customer care, sprint account specialist, and technical support. I will be posting to Sprint community where specialized customer moderators will reply. I will send you the link, I would request for you to go ahead and post in the forum and communicate with the reps so we can try to clear the device for usage."

9 REPLIES 9
Journeyman

Re: Attempting to activate LG G6; ESN showing attached to user's account

Hi, 

This is the person who is talking to your and same ID as you bought. 

Sprint Social Care

Re: Attempting to activate LG G6; ESN showing attached to user's account

Hello guys.

 

@jwc41470 it seems the 3rd point is what is happening. When you're swapping a device from a Sprint account to another, the phone needs to be replaced or deactivated before activating it in the new line/account.

 

@aashishbinita10, are these phones still activated on your or a different Sprint account?

 


Carlos
Sprint Social Care
Journeyman

Re: Attempting to activate LG G6; ESN showing attached to user's account

Not it is not active at all on my account and I am in constant contact with the Executive Tech support and they say there is no issue at all. Matter of fact it is 100% unlocked for domestic & International use. I have been Sprint loyal customer for More than 20+ years. I am not sure why it gives him trouble. 

Journeyman

Re: Attempting to activate LG G6; ESN showing attached to user's account

Carlos If you need I can send you IMEI number in private message too. 

Sprint Social Care

Re: Attempting to activate LG G6; ESN showing attached to user's account

Sure @aashishbinita10, I'd like to review those MEIDs. I sent you a Private Message, please reply.

 

@jwc41470, I sent you a PM too. Check your inbox.


Carlos
Sprint Social Care
Journeyman

Re: Attempting to activate LG G6; ESN showing attached to user's account

I replied to your message. 

Sprint Social Care

Re: Attempting to activate LG G6; ESN showing attached to user's account

@aashishbinita10, I'll reply shortly.


Carlos
Sprint Social Care
Sprint Social Care

Re: Attempting to activate LG G6; ESN showing attached to user's account

@jwc41470, you should be able to activate the devices now. Visit www.sprint.com/activate to initiate the activation. Please, use the new SIM cards, not the ones that came with the phones.


Carlos
Sprint Social Care
Journeyman

Re: Attempting to activate LG G6; ESN showing attached to user's account

As a note for any future Sprint customers that purchase an unlocked or 3rd party LG G6 and are attempting to activate. While my experience in the beginning was pretty frustrating here are some small points to save you all some time.

 

-Currently the only SIM that will currently work on the network is SKU SIMGLW416Q. I was given 3 different incorrect SIM cards before being handed the correct one.

 

-Also if purchasing the LG G6 that was previously on another network you must hard reset the device to initiate hands free activation on Sprint (once your SIM card is in).

 

-If previously used by another Sprint customer you can initate by resetting the network settings (dialing ##72786#) this also brings me to my final point.

 

-Sometimes when trying to initally activate the LG G6 the network will show as operating appropriately, but the data does not work. In these cases it is appropriate to do a network reset and then go in network settings and select CDMA/LTE. The LG g6 can operate on both GSM and CDMA networks, and I found 2 of the 3 LG g6s defaulting to GSM, which resulted in me having no LTE capacity. Thanks again to the Sprint Care team.

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