It’s uncommon, but a phone listed as fully “unlocked” could arrive showing “No service” when you try to activate it on your UK network.
At Back Market, we work closely with our sellers to prevent this. If it happens, here’s what to do.
Jump to
My phone is showing another network’s logo
Check that your phone really is unlocked
Check UK network compatibility (bands and technologies)
Contact your network
Contact us if your phone really is locked
My phone is showing another network’s logo
It’s normal for some phones (especially Android) to show the logo of the original network (e.g., Vodafone, EE, O2, Three) at startup. This doesn’t mean it’s locked — it just indicates how it was originally sold.
Insert your UK SIM and restart the phone. If the device is truly unlocked and compatible, it should activate on your UK network.
Check that your phone really is unlocked
If your UK network says your refurbished device is locked or even blocklisted, double-check using the steps below.
Replace the SIM card
Turn off your phone, insert a different network’s SIM (e.g., try an EE SIM if you’re on O2), then turn it back on. If you see a prompt asking for a SIM/network unlock code, the phone is likely locked.
Check your settings
iPhone:
Go to “Settings” > “General” > “About” > check the “Network Provider Lock” or “Carrier Lock” section. If your device is unlocked, it should say “No SIM restrictions”.
Android:
Go to "Settings" > "Connections" (or "Network & Internet") > "Mobile networks" > "Network operators" > "Search networks". If multiple networks appear and you can register with different ones using different SIMs, the phone is likely unlocked.
Check using your phone’s IMEI number
Find your IMEI:
iPhone
"Settings" > "General" > "About" > "IMEI" (scroll)
Android
"Settings" > "About phone" > "Status" > "IMEI"
You can also dial *#06# to display it.
Use your network’s IMEI checker or support to confirm unlock status and whether the device is blocklisted in the UK.
Check UK network compatibility (bands and technologies)
Another common cause is compatibility. A phone can be unlocked but still not fully compatible with UK networks or bands.
In the UK, networks use GSM/UMTS (2G/3G — now being phased out), 4G/LTE, and 5G NR. CDMA is not used in the UK. If your device lacks support for the UK bands used by your network (EE, O2, Vodafone UK, Three), you might see “No service” or reduced performance.
Before purchasing, check the device’s full model number and supported bands, then compare with your network’s UK bands. You can also verify compatibility using your network’s IMEI/compatibility checker.
Contact your network
Once you’ve verified the phone is unlocked and supports UK bands, your network can help you complete activation and check for local outages or account issues. See how to connect your Android to your network (UK) | Enter APN settings on Android (UK)
Contact us if your phone really is locked
If you’ve double-checked and your phone appears locked, please reach out so we can help resolve this with the seller. Log in to your Back Market account > “Orders” > “Get help”. We’ll respond within 1 business day.