On the 31st of December 2024, a Maxis customer under the username @tombwgholland made a post on X (formerly Twitter), claiming that his iPhone 13 Pro was SIM-locked after his Zerolution contract with Maxis had ended. This practically means that he was only able to use his iPhone with Maxis SIM cards, making it impossible to switch to other telcos with the said iPhone 13 Pro device.
Maxis is not responsible for SIM-locking the device?
On the same day (31st of December 2024), the customer made additional posts alleging that he had contacted Maxis for days, demanding the telco to unlock his device. However, according to his post, Maxis allegedly responded by saying that they weren’t responsible for the SIM lock.
The customer also mentioned that he contacted Apple multiple times to ascertain the issue, alleged that Apple remotely checked his iPhone 13 Pro and confirmed that Maxis had locked his device. He continued to mention that a Maxis representative informed him that the telco has no record of the above-mentioned case, and no escalation has been made.
It’s been 3 days I keep calling them to unlock my device and they said they never did it. They denied and close the report just like that and never going to fo anything pic.twitter.com/4VQ82eiapG
— Tommy is Back! (@tombwgholland) December 31, 2024
I also called Apple multiple times to confirm this and Apple did remotely check my phone and the confirmed Maxis locked my device. And until just now I called them, they still denied that they did so. And they don’t want to responsible.
— Tommy is Back! (@tombwgholland) December 31, 2024
Customer’s iPhone 13 Pro eventually got unlocked
On the next day (1st of January 2025), the customer made a new post under the same thread, claiming that his iPhone 13 Pro had been unlocked, along with a screenshot showing that his two non-Maxis SIM cards working as usual.
So, what actually happened? At the moment, we can’t ascertain what could the reason for the claimed locking be. Maxis has yet to issue a response on the matter.
We checked through the Zerolution page and we didn’t find any clause for any SIM lock. However, we spotted a clause where Maxis has the right to block your device IMEI number but only under these specific scenarios:
- You’re suspected of fraud or found to have committed fraud
- After signing up for the plan, you fail to make full payment of any amount due within 14 days of the statement due date
- You have reported that the device is stolen and have requested to block the IMEI number
You can read the full terms and conditions here.
It was implied that the user had completed his contract, so there shouldn’t be any reason why his phone would be blocked if there were no outstanding instalments or payments.
Practically speaking, under normal circumstances, once you have concluded your contract with Maxis, you will be free to utilise the previously contracted device with any SIM cards from any telcos, both within and outside of Malaysia. So yes, that includes foreign SIM cards.
Several of us here at SoyaCincau.com have gotten new iPhones under a Maxis Zerolution instalment plan and we are able to use other SIM cards even while under contract.
But, Maxis can SIM-lock your device if it’s a…
…Maxis Network Exclusive device. Essentially, Maxis Network Exclusive device is a special promo that allows customers to get a new phone at a much lower price. However, the catch is that the phone can only be used with a Maxis SIM for a period of 12 months from the date of purchase. This feature allows Maxis to offer higher discounts on iPhones and/or lower the advance payment, thus making certain iPhone models more accessible to more customers.
According to the FAQ, the Maxis Network Exclusive device was introduced on the 15th of January 2024.
It added that the device will be unlocked as long as:
- Your device is 12 months from purchase
- Device not flagged for fraud or reported as lost or stolen
- You decide to pay and terminate your contract obligation
- Your account is current and bills are fully settled
There’s also an option to get out of the Network Lock early by paying the full Zerolution instalment or normal contract for the full term (either 24 months or 36 months), and the iPhone will be unlocked within 1 to 2 business days.
At the moment of writing, the regular iPhone 13 (128GB) is the only Maxis Network Exclusive device on offer by the telco and it is currently out of stock on the official online store. As shown above, the device is clearly marked as Maxis Network Exclusive.
