7 Messages
Device Unlock - Need Help!
Hi, AT&T long time small business customer.
My daughter is moving to Australia for 1-year. We need to unlock her iphone.
Sadly, her existing phone was stolen about a month ago, we replaced it with an Asurion refurb phone. Paid the $275 to do that. No biggie.
In order to use the phone in Australia we need it unlocked - to do a double SIM, the US number and an AU number.
Had to pay off the phone in full, which we did. But the unlock got denied due to less than 60 days with the phone. But we need an exception as this makes no sense for our account. All we did was replace an old phone that was STOLEN, with a refurb phone from Asurion. It is now paid off and we can't wait 60 days as she leaves for Australia in 4 days. Please help, we need a supervisor or someone that can assist. Thank you so much.
Accepted Solution
Official Solution
Fl_retire
ACE - Professor
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3.1K Messages
2 months ago
@bryanbloom Wi-Fi calling is a must so insure it is working prior to departure. Add International Day Plan (IDP) as a precaution. WhatsApp can be used with the Australian SIM to communicate with family and friends.
When I travel overseas I turn off my AT&T line and only turn on when on WiFi on my iPhone.
This is my procedure for using AT&T line overseas for WiFi calling and downloading texts.
1. Turn on Airplane Mode
2 Turn on wifi
3. Turn on AT&T line
4 Turn off AT&T line
5. Turn off Airplane Mode
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Accepted Solution
bryanbloom
7 Messages
2 months ago
@Fl_retire
Thank you that is exactly what I was trying to say! This is just an Asurion replacement of a phone. The previous phone was stolen, paid $275 deductible to get the Asurion (refurb phone) which we now have.
Then since it was still on payments, I fully paid it off.. Now the phone we own.
Besides filing a BBB complaint, anything else you would do? I am sure there is someone at @ATTHelp that if they knew could look into this.
I am sure the current policy is not there to penalize situations like ours. Thanks
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ATTHelp
Community Support
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232.9K Messages
2 months ago
Hey there @bryanbloom,
Thank you for reaching out to us. We are here to help you in any way possible. However, we will need more information in order to get you the assistance you need.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact us : https://www.att.com/support/contact-us/, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for visiting the AT&T Community Forums.
Robin, AT&T Community Specialist.
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Juniper
ACE - Expert
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32.5K Messages
2 months ago
@bryanbloom
It may not make sense but that 60 days applies to everyone. You can certainly try calling AT&T, but these requests go through a system that isn't known for overrides.
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Lockdowncraziness
Former Employee
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2.8K Messages
2 months ago
There is no exception.
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Fl_retire
ACE - Professor
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3.1K Messages
2 months ago
Was this an insurance replacement with Asurion or purchase of another phone? Insurance replacement should be tied to the original phone requirements. Try filing a BBB complaint.
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bryanbloom
7 Messages
2 months ago
@ATTHelp
Thank you for your reply, what other informaton would you need to assist with this? There has to be someone at AT&T, a supervisor, etc. that can make an exception.
Once again, the only reason the phone is less than 60 days is it is an Asurion replacement for a phone that has been with AT&T for quite a long time.
Also the phone is fully paid off, so we own it, just need it unlocked so we can use it during the one year Australia stay. Thank you.
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bryanbloom
7 Messages
2 months ago
@Juniper
Thank you so much for your reply and we understand that policy is what it is.
But there is always someone that can approve an exception. Seems to not make sense to penalize us due to the need to replace the phone that was stolen. Once we got the Asurion replacement, we were told to pay it off in full so then it was ours, then it could be unlocked.
Just need to find a supervisor who can look into this and make an exception.
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Juniper
ACE - Expert
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32.5K Messages
2 months ago
@bryanbloom
Try a BBB complaint. That is as high as you can go and usually gets contact from their Office of the President within a few business days. And then in many cases there are ways to get an exception, it is not always. Once in a while you'll find a situation where no exception can be made no matter what you would like it to be.
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formerlyknownas
ACE - Sage
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118.4K Messages
2 months ago
If the original phone was eligible for unlocking, all you need to do is contact AT&T and have them correct the IMEI so that it will replace the original phone and then meet the eligibility requirements.
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