That was the problem he was having, the fact that the phone isn't active. Now, with my phone, I won't want to do the 786 reset b/c I'm still using it and don't want to delete my personal info. I guess that's why he suggested taking it to the store so they can manually do it from there, plugging it into their system. But, I'll try calling back again today and see if I get different results/info. In the end, if I can't get the cell # removed before selling it, it's not a big deal. I've sold phones in the past that were used on this line and didn't think to check and see if the # was removed. I just happened to check this time and wanted to try removing it. The big deal is that it's unrooted............AND IT WAS SUPER EASY TO DO! Once again, thank you sooooooo much for the easy instructions. I've read other threads on how to do this and was a bit hesitant on moving forward, but when I saw this update, it looked too good to be true - but it IS good and it IS true! 
