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The Samsung Galaxy S24
notthesame's profile

3 Messages

Monday, May 20th, 2024 5:47 PM

Pixel 8 Pro unlock request approved by ATT but phone is still locked

Hi all,

I requested my Pixel 8 Pro to be unlocked and the unlock request was approved last week but when I inserted a different carrier's physical SIM the phone still says that the device is still locked. I tried submitting new unlock requests again and they again got approved but the issue remains. I've also tried with both IMEI numbers that show up for my phone. Any idea on how to troubleshoot this?

Thanks in advance

Accepted Solution

3 Messages

28 days ago

I ultimately had to try multiple times to communicate with somebody from AT&T, and finally got somebody to unlock it from their end. Despite the fact that the unlock request was approved, seems in reality my phone was not unlocked. It is funny because when you initially call AT&T support the bot tells you that you have to do the unlock request online (which I had done) because no person can do that for you through the phone, and then the system would hang up. I had to indicate that my call was due to other reasons for me to get to a customer representative to help me unlock my phone

Thanks,

Mariano

ACE - Sage

 • 

118.3K Messages

1 month ago

Have you connected the phone to Wi-Fi as per the instructions?   Pixel unlocks similar to the way iPhone unlocks. It has to connect to Google server to complete the process. 

3 Messages

1 month ago

Yes, I tried following the instructions per the email I got following the unlock request being approved. I connected the phone to Wi-Fi with the new physical SIM card. I don't ever get the "Carrier lock removed. The device can now be used on any network" message.

Community Support

 • 

232.8K Messages

1 month ago

Hi @notthesame, we understand how important it is to get the device unloked. Let's get the help you need.

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact us page : https://www.att.com/support/contact-us/ and choose the best option to reach out to us. You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

Thank you for contacting AT&T Community & Forums,

Susan, AT&T Community Specialist

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