Tutor
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15 Messages
Sim Lock
I gave someone my phone that was used on a prepaid account for years. The phone is a phone purchased many years ago, and there is no balance or installments due. There were no issues while using it when I had it. When the new person tries to put their sim card in it says the phone is locked. When running a report on it, it states locked as well. When I requested it to be unlocked online, it states there is an unpaid balance. I have spent hours trying to get this resolved. ATT store says they can't help. Prepaid people say it is a post paid issue. Post paid people said they recognize it is a technical error on their end and they would escalate it to the tech people and send me a unlock code in 3-5 days. Now I get an automated email saying it is being denied because of an unpaid balance. It is one big fat circle that no one at ATT seems to be able to take on. I am so tired of getting shuffled around in the tele help. It keeps disconnecting me today and I can't even talk to anyone. Anyone that I have talked to at this point either sends me to someone else or says it isn't their department. How do I get this fixed????
ATTHelp
Community Support
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215.4K Messages
4 months ago
Let's meet in a Direct Message on this. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
Looking forward to speaking with you.
Carlton, AT&T Community specialist
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Constructive
Former Employee
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31.4K Messages
4 months ago
did you buy it new or from a 3rd party?
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Fl_retire
ACE - Professor
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2.8K Messages
4 months ago
Since you are no longer using the phone you needed to select NO to the question - Do you have a mobile number from AT&T? then enter the IMEI for the phone.
Link below has the screen to enter the info
https://www.att.com/deviceunlock/unlockstep1
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cvoisard
Tutor
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15 Messages
4 months ago
I purchased it from a 3rd party and used it for years with no issues on a prepaid plan. I removed the sim card I was using, reset the phone and let it sit for about 6 months before giving it to someone else to use, now it says it is Sim locked when they tried to use it.
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Constructive
Former Employee
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31.4K Messages
4 months ago
Likely it wasn’t paid off which allowed it to work on AT&T and when the person put a different provider SIM card it’s not unlocked and won’t be until the original owner pays it off.
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cvoisard
Tutor
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15 Messages
4 months ago
Constructive, that is what I suspect now. It is frustrating that someone can't look into this and give me a definite answer as to why it is locked. I have spent hours now trying to get to the bottom of this and was told an unlock code would be sent, but it wasn't. I don't get why customer service can't look into the situation and give the background as to the why and what. I have been passed around to many departments, phone has been disconnected by ATT several times, just overall a very bad customer experience and I still don't have a answer.
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Constructive
Former Employee
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31.4K Messages
4 months ago
AT&T is legally forbidden to share information about the original owner. All At&t knows is money is owed on it.
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Constructive
Former Employee
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31.4K Messages
4 months ago
The answer is the phones been blacklisted and the reason won’t be shared with you. Has nothing to do with customer service it has to do with FCC regulations.
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cvoisard
Tutor
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15 Messages
4 months ago
If ATT would tell me what you had told me above, I would be way less frustrated. instead they keep shuffling me from one person to the next and I explain from scratch each time and making promises to unlock it that aren't being kept. Several times, I get put on hold and then the call just ends. I was told it was a technical issue last time. It is very hard to talk to a live person through their phones and then I kept getting passed to different people, None of who would really give me any info, just that they are escalating it. I just want to talk to someone (chat or by phone) that knows why it is locked and if I have the ability to unlock it or not. These are customer service issues... their inability to give me any answers other than saying they are not sure why it is locked, but they will escalate it and then I get automated emails saying it is locked. This whole situation should be able to be explained or resolved in 10 minutes max for a better customer experience. I am not being a (Edited per community guidelines) on the phone or chat, I just want to know why it is locked and if I can get it unlocked.
(edited)
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sandblaster
ACE - Expert
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63.9K Messages
4 months ago
I can answer why it is locked. It’s an ATT phone bought from ATT. It’s been locked since the original owner bought it. All phones sold by ATT are locked to ATT. I’m not sure why @Constructive mentioned being blacklisted, there is nothing in the thread to suggest that. If the phone was never paid off, that is why it can’t be unlocked.
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