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Contributor

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3 Messages

Tue, Feb 25, 2020 5:30 PM

NEED HELP - AT&T will not unlock my phone to switch to Sprint. Also need AT&T email address to submut formal NOTICE OF DISPUTE

Day 1 – Thursday, 2/21/2020: I contacted with Sprint Customer Service to cancel my AT&T cell phone service to Sprint due to bad reception. Sprint completed an online application, obtained approval with AT&T – all was well. They FedEx’d a Sprint SIM card to me.
Day 2 - Friday, 2/22/2020: I called Sprint to set up my new cell phone service with Sprint, bringing my own Samsung Galaxy S8+ phone using the new Sprint SIM card. They provided me with a number to enter when prompted, which I used to correctly set-up my new Sprint cell phone service. I had no contract with AT&T and my phone was paid off.
Day 3 – Saturday, 2/23, 2020: I went to AT&T’s web site and AT&T required me to submit a form online to release my own device (Samsung Galaxy S8+) to transfer to Sprint. Ever since I have tried to use the cell phone, I continually receive the following message: “SIM network PIN blocked. Enter SIM network PUK.” I contacted AT&T multiple times online and via phone. Although they provided multiple PUK numbers, none of them will unlock the phone. Customer service said my account is closed and it is something I need to work with the manufacturer.
Day 5 - Monday, 2/24/2020: After talking with a AT&T CS via phone, they told me to contact the Samsung. I contacted Samsung customer service via telephone and they were adamant this is an AT&T issue and AT&T has to provide the correct working PUK number to unlock the phone. The Samsung customer service rep set up a 3-way call and explained the situation to AT&T. After the Samsung got off the phone, AT&T gave me two new PUK numbers and when they didn’t work, AT&T disconnected the call.
Monday night, I contacted Sprint customer service via phone and also went to their store on Quince Orchard Road in Gaithersburg, MD. I spent 2 ½ hours there talking with Sprint customer service via phone, the Sprint technicians in the store AND calling AT&T support. Once again, AT&T provided no help and once again disconnected my call twice. That is horrible customer service.
While at the Sprint store, the Sprint Sr. Sales Manager provided me with a new SIM card, however, when looking at the “About Phone” page on the cell phone, AT&T’s IEMI number is still on the phone even with the new Sprint SIM card inside the cell phone. The AT&T IEMI number is 355979085358774. No new AT&T or Sprint PUK number.
While in the Sprint store, Sprint reviewed me new account and is shows my cell phone service is active since Friday, and my new account is set up. I am paying for nothing.
I am sure transitioning phones from AT&T to another carrier is not something new.
I spoke to a technician in the Sprint store and he said AT&T did the same thing to his phone when bringing his own phone and transferring from AT&T to Sprint. He said it took two months to resolve. He said that when you change carriers from AT&T, “they no longer care about you.” Supposedly my AT&T account is closed and I am an ‘after-thought’ to AT&T.
This is a long time to go without cell phone service. I WILL NOT wait that long with this to get resolved.
Day 6 -Tuesday, February 25, 2020: I have been without any cell phone service since Friday, 2/22/2020; it has now been five days. I am beyond frustrated and have gone as far as I can my own and contacted all responsible parties to resolve this situation.
There is/was nothing wrong with my AT&T account. When Sprint was setting up my new account online, they checked with AT&T online to get approval and I was approved over the phone. However, after getting off the phone with Sprint, I received an email from AT&T indicating they had to check that my AT&T account was in good standing before releasing the phone to Sprint (???) and I would receive a response within two business day.
9:33am: I received an email from AT&T with the following message “We approved your unlock request” and received the following number: “80680948”
After entering the number provided , my cell phone displayed the same error messages: Incorrect network unlock number. Then: SIM network PIN blocked. Enter SIM network PUK. Nothing has changed.
Expected Immediate Next Steps from AT&T:
1. Unlock my cell phone with the correct SIM network PUK number, OR
2. Provide me with a replacement same model Samsung Galaxy S8+, OR
3. Submit Demand for Arbitration form

Responses

Constructive

Employee

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14.7K Messages

8 months ago

1) this isnt at&t this is a customer forums so your demands will go unheard by at&t

2)the IMEI is embedded into the phone it doesnt change from service to service.

3)have you met all the requirements to unlock the phone? ill post those and a link below to the unlock portal which by the way is the only way to unlock it nobody on the phone nor in store can unlock it.

4) SIM network PIN blocked. Enter SIM network PUK. this is self explanatory sim locked you have a sprint sim card so how would at&t give you a puk code for another carriers sim?

5)most importantly read #1then edit your post you just posted all your personal information in a public site with 2.5 million members

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Constructive

Employee

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14.7K Messages

@Lisam1013 hover your mouse over the 3 dots and the edit function will pop up

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
GLIMMERMAN76

ACE - Expert

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20.5K Messages

8 months ago

This is not customer service and you can download the arbitration form on the terms of service page. ATT provided you the unlock code they had for that device. You only have 5 times to enter said code before it become perma locked to ATT and I am afraid that is what has happened here.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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