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The Samsung Galaxy S24
BeefBrisket's profile

9 Messages

Thursday, April 4th, 2024 10:58 PM

Phone AT&T Locked after service by Samsung

Bought the phone from mint last year. 

It wasn't sending messages / completing calls when there was no wifi around.

Sent it to Samsung as it was under warranty.
When I got it back, it boots up with an AT&T logo and won't accept my sim card.

I get a network unlock code prompt.
I tried the ATT unlock site, get denied and called the 800 number, which hangs up on me for not having an ATT account number.

Any ideas?

Accepted Solution

ACE - Sage

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117.6K Messages

1 month ago

Complain to Samsung.  They replaced the phone or motherboard with an ATT one.

9 Messages

1 month ago

I think you're right, Samsung replaced the PBA, contacting support they insist only AT&T can unlock it.

Community Support

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232.1K Messages

1 month ago

Hello @BeefBrisket,

Thank you for reaching out to us. We understand your concern about the device, let's get the help you need.


As the Ace's mentioned you will have to contact Samsung team to get it sorted.

Please feel free to reach us if you have any other questions.

Thank you for visiting AT&T Community Forums!

Kevin, AT&T Community Specialist.

9 Messages

1 month ago

I've been in contact with Samsung and they insist only AT&T can unlock my phone.

I was told by AT&T support you cannot help me without an account. 
Literally everyone is sending me somewhere else, except Mint is still researching for me at least.

(edited)

ACE - Sage

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117.6K Messages

1 month ago

It is very unlikely that AT&t will be willing to unlock the phone. When I said contact Samsung, I meant to have them replace it with one that's not AT&t locked.

9 Messages

1 month ago

You are correct, AT&T is 100% unwilling to unlock the phone. When I contacted Samsung they said the phone shows up as AT&T and that they put the right board in.

ACE - Expert

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35.5K Messages

1 month ago

You didn't purchase the phone from AT&T.  You don't have service with AT&T.  Why should AT&T be willing to unlock the phone?  AT&T has absolutely 0% skin in your game.

You sent Samsung either an unlocked phone, or a phone locked to Mint's MVNO partner T-Mobile and they sent you back one locked to AT&T. Samsung messed up.  Samsung needs to fix it.  Jump up and down on Samsung's forum and/or social media presence until they fix it.  You're not going to get anywhere with AT&T.  Maybe Samsung cares about BBB complaints... you could also try that.

(edited)

ACE - Sage

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117.6K Messages

1 month ago

You are correct, AT&T is 100% unwilling to unlock the phone. When I contacted Samsung they said the phone shows up as AT&T and that they put the right board in.

You bought from mint... Do you have purchase receipt?   

Send it to Samsung.  With proof of purchase that you purchased from mint they cannot deny that it is not an AT&T locked phone and they should fix it by replacing it with an unlocked device

9 Messages

1 month ago

Yeah, so I have a receipt that I bought the phone from Mint. Samsung says it IS, in fact an AT&T phone that I purchased from Mint. I know it WAS unlocked because I did have it registered to a Mint sim prior to sending it to Samsung for service. When Samsung repaired it, they replaced the PBA. Mint suspected maybe Samsung sent me back a different phone, but I've confirmed already this is not the case as the IMEI Mint has for my phone matches the phone I got back from Samsung. How I got an AT&T phone from Mint, I have no idea. Samsung called AT&T on my behalf and AT&T gave me an unlock code... that did not work. Now the phone has an additional lock on it. Since the only approach that has had any traction so far is through Samsung->AT&T I'll try again tomorrow.

(edited)

Community Support

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232.1K Messages

1 month ago

Hi @BeefBrisket ,

 

We understand how important is to have your device unlocked, after reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.”

 

Thank you for contacting AT&T Community Forums.
Gary, AT&T Community Specialist

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