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lindelynn's profile

Contributor

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9 Messages

Wednesday, November 2nd, 2022 11:48 PM

Closed

AT&T Calypso phone unlock failing - doesn't like the IMEI

I am using the Device Unlock app (which came on the phone) to unlock an AT&T Calypso U318AA that was sent to me by AT&T a year ago to replace a phone that would no longer work after the network changes to take place in February '22.  I have tried numerous times on different days, and it does not recognize the IMEI as an AT&T IMEI.  "Looks like the IMEI number you entered doesn’t match an AT&T device. Try entering it again. Dial *#06# on your mobile phone to make sure you have the right IMEI." I get the same message when I try to unlock it on the AT&T website.

I have another Calypso phone which was sent at the same time to replace a different phone (different family members) and it unlocked using the Device Unlock app about 6 months ago.  How can the IMEI be wrong when these two phones seem to be identical?  What can I do to get this phone unlocked?

How can I get the IMEI added into the IMEI Unlock Database?  The phone is in active use on AT&T Wireless and meets all the unlock qualifications. 

 

Accepted Solution

Official Solution

ACE - Sage

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118.2K Messages

2 years ago

The Calypso is an AT&T discounted prepaid phone. It must have 6 months of prepaid service in order to be eligible to be unlocked. If you have been using the phone on postpaid service that does not qualify the phone for unlocking. Since it was a freebie given to you by AT&T you can either pass the phone on to another AT&T customer who can use it and buy your own phone with another Network, or switch to AT&T prepaid for 6 months so that you can meet the qualifications.

Community Support

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232.8K Messages

2 years ago

Hello there @lindelynn, we're here to assist with your device unlock inquiry.

 

Please locate the chat message icon in the upper portion of the page and reply in order to check your IMEI.

 

In the meantime, please gather your account information and meet us in a Direct Message to assist. Also, the following steps will help with the requirements for any unlocked devices:

 

 

Thank you for reaching out to the AT&T 

Contributor

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9 Messages

2 years ago

For anyone who may come across this later, customer service was NOT able to unlock the phone either. They have escalated the problem via a case to ?? and I hope to report back on Nov 8th or 9th with a resolution.

Contributor

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9 Messages

2 years ago

For those reading this later, the IMEI is fine. There are apparently additional, behind the scenes, requirements for unlocking that regard a minimum threshold of phone activity and data use. This phone has been connected to a wifi network for most of its 6.5 months of use so it doesn't use much data. It is taken out of the house to be used as a hotspot on occasion and that would be the main data use. Most phone calls are incoming spam. In these 2 regards, it's being used JUST LIKE the first Calypso phone that unlocked without incident in April. I will turn off wifi and make several calls a day to "jiggle the handle" and get it past those unwritten thresholds that are keeping it from being eligible for unlock (although it meets ALL the written requirements). Don't know how often the "data" updates, so a sudden burst of usage may not make a difference...

Contributor

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9 Messages

2 years ago

Regarding it being a "prepaid" phone, why did its identical twin unlock with no issue? I don't think the unlock qualifications changed since late April.

ACE - Sage

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118.2K Messages

2 years ago

No idea.  And we may never know

Contributor

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9 Messages

2 years ago

A second problem report (case) was "completed" with same result. While 3 different customer support agents really tried to help, the algorithm that approves or denies an unlock request doesn't think this phone has been used enough. I've exercised it more than normal without connecting to wifi for 48 hours (videos, calls, & texts) but it hasn't helped yet. I will continue this strategy for a few more days and try to unlock it every 2 days, but will probably have to give up.

I find it ironic that cell carriers encourage you to use wifi so as not to consume their data, but when you do that well, AT&T thinks your phone isn't being used enough and won't unlock it. 

Contributor

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9 Messages

2 years ago

Final comment: I used the phone heavily for the last 5 days, but it seems to have made no difference.  Still getting this message when I submit an unlock request: 
"Looks like the IMEI number you entered doesn’t match an AT&T device. Try entering it again. Dial *#06# on your mobile phone to make sure you have the right IMEI."
Being as this is a very "light" phone, it's not worth putting forth any more effort to get it unlocked. It *should* qualify for unlocking, and the fact that it doesn't is purely AT&T's fault.

(edited)

ACE - Sage

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118.2K Messages

2 years ago

the algorithm that approves or denies an unlock request doesn't think this phone has been used enough. 

6 months on prepaid is required. 

5 days is not going to cut it. 

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