5 Messages
Please assist to Unlock my Paid-Off iPhone
I paid off the only iphone on my account over a year ago. I tried to unlock the phone and it continued to give me the standard unlock error.
Current status - Denied
You’ve tried to enter your IMEI too many times. We can’t unlock this device.
I have request numbers and IMEI on hand.
But I've only tried once. I've waited a few days to try again, but receive the same issue.
I've been the only owner of this iphone 12 Pro since purchasing at an ATT store. And my account is fully paid off with 0$ balance. No other line on the account.
I tried calling 1 (800) 331-0500 for help. and the automated response ends the call saying phones can only be unlocked online.
Is there a direct number to get to the support team?
Any other avenues anyone? Would going to a store be helpful? I've heard of options of using someone else's SIM card to make a request. Or to submit elsewhere for conflict resolution. What is the best course of action?
Please assist me with unlocking my paid Iphone.
Thank you,
Accepted Solution
dwill05
ACE - Master
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11K Messages
1 month ago
Going to a store won’t help. They can’t unlock phones. All they can do is try the same online unlocking portal that you did. Using someone else’s SIM makes no sense as the unlocking request is based on phone IMEI. What SIM is in the phone doesn’t matter.
Recommend filing a FCC or BBB complaint, which gets sent to upper management.
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Burrito0311
5 Messages
1 month ago
Thanks dwill05
I did hear about FCC or BBB claim reporting, But I was hoping to be optimistic here before going that route. I'm open to handling the matter "here", or DM situation.
Logs of payments fulfilled and $0 balance can be provided. Wireless account number and payment receipts on hand.
Hoping ATT can reach out to me here first. Thank you.
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ATTHelp
Community Support
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232.9K Messages
1 month ago
Hello @Burrito0311,
Thank you for reaching out to us. We understand your concern regarding the device to be unlocked, let's get the help 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 page, 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.
Please feel free to reach us if you have any other questions.
Thank you for contacting AT&T Community & Forums,
Kevin, AT&T Community Specialist
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Burrito0311
5 Messages
1 month ago
@ATTHelp
Then why did you ask me for my IMEI to look up my account?
I've tried the other says to "contact us" and have continued to go in circles.
Is there a specific line to call in order to speak with someone about this matter.
Or does this have to go through FCC/BBB as stated above?
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dwill05
ACE - Master
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11K Messages
1 month ago
@Burrito0311 AT&T no longer does direct assistance via forum DMs. All they do is provide the generic response above that says to contact them through the contact us links. There is no specific number to call.
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Burrito0311
5 Messages
1 month ago
@dwill05
Great news!
I was assisted, in full, using the CHAT feature on their website. AI asked me the generic Unlock Questions. Eventually, Had to brute force through their AI wall by continuing to ask for a live agent. It had me waiting for about 6 mins to chat with a live agent.
Once connected, Patricia reviewed my chat log, understood what I wanted. and requested details. I gave them my account details. Explained I already tried. Explained It was fully paid, with paid dates. They looked up my account, and after some more, minor waiting, they were able to verify and assist. I received the email confirmation that it was approved and my iphone settings then displayed NO RESTRICTIONS. Popped in the new SIM card and all worked.
hope others can see this tip.
CHAT, UNLOCK, UNLOCK PHONE, LIVE AGENT, IMEI
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