Contributor
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2 Messages
AT&T is holding my phone hostage, HELP!!!!
If anyone from AT&T can help me it would be greatly appreciated.
I have an Apple IPhone 5s that I had under a NEXT program, that I paid off last year. I have tried unlocking the phone via the automated portal, and I get an error that the phone has not been paid off yet..... wrong......
I called AT&T on Monday (2/29) and you acknowledged that the phone was indeed, paid off. Also, I am paying on another phone that replaced this one. I replaced the 5s with an iPhone 6s plus. After spending some time on the phone with AT&T, you opened a case for me to get the device unlocked. Guess what??? Whoever was handling the case seems to have followed a standard support script, and denied my request again.
This is extremely frustrating. I could understand if I didn't meet my obligations or bought the device from an unknown source. Any help trying to get my phone unlocked would be appreciated. Canned responses giving me the regular AT&T dribble about the normal contract obligations are NOT welcome, as I have already met these requirements and have spent 4+ hours on the phone with you trying to resolve, with you acknowledging the device has been paid off and contract free.
formerlyknownas
ACE - Sage
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118.4K Messages
8 years ago
If you are filling out the unlock portal information with your phone number and account information, it is looking at your 6S and can't reconcile the no longer used 5S with the information.
Apply for the unlock as a non customer
If you still have problems call ATT and put in a ticket for the unlock. I had the same problem with the last 2 unlocks because the phones are no longer on my account.
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wcoler
Contributor
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2 Messages
8 years ago
lizdance,
Thank you for replying. I have already done that with an AT&T rep on the phone this past Monday. I placed the unlock request as a customer and a non customer and both were denied. The rep then opened a ticket, and that also came back denied.
I'm not really sure where to turn to from here.....
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formerlyknownas
ACE - Sage
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118.4K Messages
8 years ago
But they also checked and the phone comes up as out of contract/paid off?
Somebody is doing something wrong.
Any other account quirks? Change in account owner? Line moved from another account?
It might matter.
send a help request to @ATTMobilityCare with all you can remember, including the phone not being used in your account now.
I had a lot of trouble putting my last 2 requests through, but the call got results in 4 days. I did have to make it clear the phone was not active on the account.
If it hadn't worked, the next step was to put the phone on a line with no obligation, wait till the phone showed on my account, then request as a customer again. This worked perfectly last summer for 2 phones.
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fishmeister1
Tutor
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5 Messages
8 years ago
IF THE COMMITMENT WAS FUFILLED YOU CAN GO ONLINE TO ATT.COM/DEVICEUNLOCK OR FOR A BUSINESS ACCOUNT ITS ATT.COM/BIZDEVICEUNLOCK.
THE CURRENT PHONE ON THAT LINE HAS TO BE ON THE LINE FOR ATLEAST 30-60 DAYS TO BE ABLE TO UNLOCK THE OLD PHONE.
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unatilson
Contributor
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1 Message
8 years ago
My AT&T phone is locked since I still owe some on my installment plans on 2 phones. I have called AT&T several times to pay this off and was told that there is no way for them to see how much I owe on the installment plans since I am no longer a customer, I have to wait till I get a paper bill in the mail which will not be sent out until December 22. In the mean time my phone is being held hostage & although I was a good customer for 10 years & never paid late. So far I have no found anyone at AT&T who can help me can help me.
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Busternutt
Professor
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3.2K Messages
8 years ago
Yeap, you've fallen into one of those cracks in the system. You will just have to wait for the bill to generate and then probably several more days after you pay it. I know it is of no help now, but the only way around this problem seems to be to pay it off and unlock it before leaving ATT.
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