ETF Paid Not Able to Request Device Unlock

Hey @SooDone!

Sorry to hear about the trouble with your unlock request! After paying your ETF you should be able to request it, however sometimes the website decides to make things more complicated than they need to be!

My apologies for that, we would be happy to help you request the unlock!

Keep an eye on your inbox, we’ll be in touch soon!

Tim, AT&T Community Specialist

Thank you, Tim. I appreciate you responding to my post. I was able to proceed with the unlock request and subsequent device unlock a couple of days after this post.  I am no longer an AT&T customer, at this point.  

Its unfortunate that this process was so arduous. Customer service was inconsistent, offering conflicting information.  I also think that the various software platforms involved aren't as efficient as they should be - a lot of lag time. 

Again, thank you for reaching out. 

i am on the same boat now. I paid my ETF last 11/26, 24-hours after to date, the system is still saying my line is still under contract and need to pay the ETF before it can be unlocked. I called 611 too many times but either being passed onto another specialist or the call get disconnected. 

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@sirjune wrote:

i am on the same boat now. I paid my ETF last 11/26, 24-hours after to date, the system is still saying my line is still under contract and need to pay the ETF before it can be unlocked. I called 611 too many times but either being passed onto another specialist or the call get disconnected. 

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With the weekend, making a payment 11/26 is essentially the same as making it 11/28. Try again in a few days. 

Hey @sirjune!

My apologies for the delay this is causing you! If the website still has not updated your ETF payment status, please send us a private message here!

We’re glad to help out!

Rafael, AT&T Community Specialist

Hello,

I'm trying to unlock my AT&T Iphone 6 plus from AT&T and I'm not getting anywhere with calling them for 3 weeks now!

Every one of the representatives provides a different story and the ETF that I authorize them to withdraw gets posted to my existing AT&T (home internet account) because I no longer have a wireless service with them.

Help!

Thanks.

@Haixia

If you left ATT, you have to pay your final wireless bill before you can unlock any phones.  

@lizdance40

Hi,

Believe me I've tried to pay the bill, but the payment wrongly gets posted to my existing AT&T (house internet service) account and does not get applied to ETF of the phone. My remaining AT&T service (house internet) is already paid in full. Thus, I can never get to the "paid" status to unlock the Iphone.

I had to close the wireless account in order to port my number over to the new carrier. And now, since the account is closed, AT&T does not know where to put the ETF payment!

Please help if you know how to get around this "silly" accounting problem they are having.

Thanks.

Final bill....

Have they sent you a final bill?    

You cannot pay the bill until it is produced and they won't just make one up on demand.  

@lizdance40

No, they have not sent me a final bill. I've just logged into the account online and made sure it is paid in-full.

I see that you are saying I should wait until the closing of their montly billing cycle before they access the ETF (which they have already told me is $125 over the phone, but they have no accounting slot to post it!). Sounds like an accounting black-hole until the computer tells them its time to pay.

What you are saying makes sense. I'll just continue to wait the rest of the month.

Thanks. Regards.