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yury's profile

New Member

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3 Messages

Wednesday, January 11th, 2023 5:44 PM

Unsuccessfull back and forth limbo in Microsoft Surface Duo unlock request

Hello everyone,

I just wanted to ask if there is any possibility to solve my long standing issue with many unsuccessful attempts to obtain unlock code for my AT&T Microsoft Surface Duo?

Device was purchased from legitimate and reputable retailer BuyDig.

Microsoft provides an instruction on how to unlock it:

https://support.microsoft.com/en-us/surface/unlock-an-at-t-locked-surface-duo-f1940ca9-4cd7-454b-bada-13b89e09877b

I have started my journey at ATT unlock portal in October 2022.

The problem is that unlock portal says that this device is active on another person's account. I do not know how it is possible. So, I contacted Microsoft support to help me on that (Case # 1044535651, Case # 1047101319), which took them 3 months to contact AT&T, and, eventually, they replied me saying that they fixed this problem and I should receive email from AT&T with unlock code within 24-72h. Of course it did not happen. When I tried to submit unlock request again - the problem is still the same - it is active on another person's account.

Then, I called to AT&T customer support and, representative, confirmed that, I am eligible to have this device unlocked, that he could see Microsoft communication notes or so, but the problem is that when he tried to pull unlock code for me it was not shown for a reason he does not know. He told the instead of unlock code he see escalation to a higher management teat request. He opened a case CM20221221155426138 and said that someone from AT&T will contact me withing 3-5 business days. Of course, no one contacted me by today. And as a last resort I tried again to submit unlock request from a portal with request number NUL217072186955 - it was not rejected right away like in the past, but following morning I got an email update: 'The info you gave us doesn't match our records'.

I just do not understand what is going on and would really appreciate any help.

Thank you,

Yury

Community Support

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231.4K Messages

1 year ago

We're here to help you with unlocking your Microsoft Surface Duo, yury.

We know the importance of being able to unlock your device. Could you meet us in a DM so that we can take a closer look at what's going on with your device unlock request.

We look forward to chatting with you.

Marilyn, AT&T Community Forums

New Member

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10 Messages

1 year ago

I have the same case.

My case # from microsoft as :1045862003.

Microsoft support just let me to wait .

And I have waiting for more than two month.

Community Support

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231.4K Messages

1 year ago

Hello quequekk, we're here to help you with your unlock request.

Let's meet in a Direct Message on this. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

Looking forward to speaking with you.

Carlton, AT&T Community specialist

ACE - Sage

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117.1K Messages

1 year ago

Just an FYI for anyone else who reads this. AT&T is cracking down on phones which may be fraudulently sold to third parties and then not paid off. 

AT&T will not allow a phone to be activated on another account unless it has been paid off.

I would recommend not buying used AT&T phones unless you can verify they are paid off

New Member

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3 Messages

1 year ago

Me too the same case.

My case # from microsoft as :1048842081.
I purchased it from the official store Beach Camera in amazon.

It is new, not used.

Dear @ATTHelp
Where can I send you a DM?

(edited)

Community Support

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231.4K Messages

1 year ago

We understand that you want to be able to unlock your device, Yoshik449.

 

In order to make sure your device is unlocked properly, you'll have to contact the seller or the original device's owner to unlock the device from AT&T.

 

We wish you the best of luck in this process. Please let us know how this goes. 

 

Tony, AT&T Community Specialist

New Member

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10 Messages

1 year ago

Hi yury.

Is your problem soluved?

ricky

New Member

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3 Messages

1 year ago

Hi Ricky,

My problem was not solved - I still do not have an unlock code for my device. But, Marilyn, AT&T Community Forums suggested that they do not have a code specifically for my device because of IMEI number issue from Manufacturer. Now I am contacting Microsoft with this info to, finally, get a code.

Thanks,

Yury

New Member

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10 Messages

1 year ago

Hi yury,

Me too, they also said they do not have a code specifically for my device because of IMEI number issue from Manufacturer.

But I don't understand why my phone come with a AT&T sim card in a fresh new package.

thankyou for your reply.

ricky

New Member

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3 Messages

1 year ago

Hello, yury & quequekk

I'm impatient, so I applied for a third party sim unlock service.
It costs some money, but it's cheap.
I hope it's not a scam.

I  will inform you about the situation later.

By the way, even if I put the sim card in my Surface Duo,

the screen to enter the unlock code does not appear.
what about your situation?

(edited)

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