Announcements
Don’t miss your chance to add AT&T Protect Advantage. Peace of mind, starting at $15 per month. Open enrollment ends 3/31. See all protection plans.

New Member

 • 

2 Messages

Thu, Jan 9, 2020 2:49 PM

How to update Android or unlock a phone in Europe?

Hello, Some time ago I purchased a phone online, but it turned out to have AT&T branding; it was brand new. Even though I live in Europe, this didn't bother me too much because the phone worked fine with my local carrier's SIM card. However, recently I realised the I still have Android 7, and I would like to update it to a newer version. How can I do that? I read that I must have an AT&T SIM card and connect to your network, but that, of course, is impossible for me to do. Another solution seems to be unlocking the phone. I tried to do it here - https://www.att.com/deviceunlock/#/unlockstep1 - and indicated that I am not an AT&T customer, but I still get asked to "enter a valid 10-digit AT&T wireless number with area code first" on the second page. I would be very grateful if you could help me find a solution to this problem.

Responses

Accepted Solution

Official Solution

lizdance40

ACE - Sage

 • 

70.3K Messages

2 months ago

If the phone is working fine with your local SIM card it is already unlocked. The phone cannot update outside of the United States. The only way to connect to AT&T to receive an update is to be in the United States using an AT&T SIM card for service. ( FYI if you indeed had filled in the bubble saying you were not a customer it would not have asked you for an AT&T phone number)

(edited)

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*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.
Constructive

Employee

 • 

6.3K Messages

2 months ago

go in the portal and choose non customer

-------------------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.

New Member

 • 

2 Messages

Thank you for the reply! Unfortunately, that does not seem to work. Here is what I tried to do: 1)I opened https://www.att.com/deviceunlock/#/unlockstep1; 2)Answered "No" to "Are you an AT&T wireless customer?"; 3)Entered my IMEI number and checked the "Yes, I've read the legal stuff and agree to the device unlock eligibility requirements" box (although it didn't say anything about situations like mine) and pressed next; 4)On the next page I entered my name, phone number, and e-mail address, however, I could not proceed further because I need to "Enter a valid 10-digit AT&T wireless number with area code first" (errorCode.ULF_0002). My European Tele2 number with (and without) the country code was not accepted.
mobilemax

Employee

 • 

796 Messages

a month ago

Hello,

All requests go through www.att.com/deviceunlock, however if you’re outside the U.S., you might try reaching out to here:

How do I contact AT&T International Customer Care while traveling abroad? For questions while roaming outside the U.S., contact AT&T by calling +1.314. 925.6925, a free call from your AT&T wireless phone, 24 hours a day, 7 days a week.”

*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.
Lilybell2

ACE - Professor

 • 

1.7K Messages

As previously stated by lizdance40, the phone appears to be unlocked. However, in order to update an AT&T branded phone one must be able to connect to AT&T's network, which requires one to be a current AT&T customer using an AT&T SIM. An AT&T device cannot be updated outside the US.

Note: If your issue has been resolved, please mark the post that resolved your issue as the solution. Select "Accept as Solution" to help others with the same issue find an answer.
Award for Community Excellence 2019 Achiever*
*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.