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letscookj's profile

Contributor

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1 Message

Thu, Mar 2, 2017 5:39 PM

IMEI does not match when unlocking device

I am trying to unlock my wifes phone which is a Galaxy 6 edge + which we purchased through AT&T at the store.  The phone is paid off and I do not owe a balance on our bill.  I have tried 4 times now to unlock this device and I keep getting the message that the device IMEI is not on the AT&T network.  That is not correct and I have already called AT&T over this matter and told me that the device will be unlocked in 2 days.  Two days passed and I still get the same message for it not being able to unlock.  Any help from anyone AT&T or not on how I am able to unlock this device.  Thank you all for your time and consideration.

ATTHelp

Community Support

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179.8K Messages

5 y ago

Hello @letscookj,

 

It definitely appears you’re receiving the message in error. I would be glad to help you unlock your device!

 

Thank you for providing detailed information about what’s going on. Since the device has been paid off and was purchased from our store, it is eligible for unlock. In order to get this resolved, I am going to send you a private message. Please watch out for it so we can finally get this unlocked for you!

 

I hope to hear from you. Have a great rest of your day.

 

Adrian, AT&T Community Specialist

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