Hi there. When was the phone bought and are you still in contract? I believe what you have there is a phone that is not locked. As per Cell Phone Freedom Act: wireless phone companies must unlock handsets upon request, without fee, when a consumer purchases a new phone outright (unsubsidized) without a contract. If you're contract is done, simply contact Zoomer Wireless to unlock your phone. If the phone was bought outright, it should be unlocked.