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Help "restricted service" message when dialing on new SIM

M

mlouns

Lurker
My US-bought Samsung phone works with Verizon, but I am having trouble setting it up with a UK SIM card for an upcoming trip.

When I use the UK SIM card, my phone successfully receives calls, texts, and data at the UK number. I can also successfully text another UK number. But when I try to dial a UK number, I get a recorded American voice telling me "the service you are attempting to use is restricted".

I don't think it's a problem with the UK phone plan, because UK texting works both ways with the new number, and because the error message is American. I'm guessing it's a problem with a pre-existing Samsung or Verizon phone setting blocking me from dialing out of the US.

Any idea how I can fix this?

Thanks, Michael
 
Hi mlouns!

Sorry to hear about your problem there. Basically what's happening, based on what I'm able to understand from your post, is that your device is locked to it's previous provider, Verizon. To unlock it, you will need to contact Verizon or go to their website and inquire about how their unlock process works. Usually an unblock process will take between 24-48 hours, depending on request volume and provider. Should they deny your unlock, they usually include a reason as to why. If they accept your unlock request, you would be contacted, usually via a provided email, with an unlock code.

Once you have this unlock code, you'll have to power-down your device, insert the new SIM card, and turn the device on. You will be prompted to enter the unlock pin once boot up is complete. Once the code is inserted, that device is unlocked and available for use on any provider, provided that the device is compatible with that companies type of tech.

Speaking of which, make sure that the tech in that device is compatible with the service you want to use! Verizon, a US service provider, uses a form of signal called CDMA, which does not require the use of a physical SIM card to provide service, where-as most international service providers use a GSM signal, which does require a SIM card. The two technologies are usually not cross-compatible, so do your homework and make sure your device model is compatible!
 
I had thought the phone was already unlocked, which let me text on the UK SIM card. But in case it isn't, I will call Verizon and find out.

I believe my phone (Samsung Galaxy S3) is dual-band, so I'm expecting it to work outside the US.

Thanks, Michael
 
I finally worked it out. There were two things going on.

First, although the phone itself was already unlocked for using a non-Verizon SIM card, I had to also call Verizon to get the phone additionally unlocked for international calls.

Second, when I was calling from the US using the UK SIM card, I still needed to dial the full international prefix. I had wrongly assumed that I could act as if the phone were already in the UK when calling another UK number, but I also needed to dial the usual 011 44 that I need when calling from an American phone i the US.

Thanks for the help,
Michael
 
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