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stacys34's profile



1 Message

Tuesday, May 8th, 2018 5:52 AM

Account suspended due to overseas travel but need to unlock my phone and am getting error msg

Hi there,

This has been one of the worst headaches I've ever had to deal with regarding customer service. I have been with AT&T since 2007, so 11 years! After this debacle, I might just never return upon re-entering the U.S. in December... I'm so frustrated.


I'm in France right now through December for work. I was on a customer service call with "Candy" yesterday, who suspended my phone service so I don't double pay for 2 providers while abroad for 7 months. However, what she didn't tell me on the account was that I needed to pay it off in full before trying to unlock it to put in the new French SIM card. So, ok, from there, it made sense to me, right? NO. I paid off the full balance of the  phone for $353. Next, I try to unlock it online and get this error message: Looks like the IMEI number you entered doesn’t match an AT&T device. Try entering it again. Dial *#06# on your mobile phone to make sure you have the right IMEI. 


Well, how the heck am I supposed to get it unlocked if it doesn't match my AT&T phone that I've had for almost a year.... tied to the same contract for 11 years.... and now I have no idea how to fix this because Candy suspended my account without really looking at my account details or fully understanding what I needed AND I HAVE NO SERVICE TO EVEN CALL CUSTOMER SERVICE OR HAVE THEM CALL ME TO GET MY PHONE UNLOCKED. 


PLEASE HELP ME. I'm on the verge of tears. 

Community Support


232.1K Messages

6 years ago

Hello @stacys34!

Unlocking your device to use abroad is a great option to take advantage of. I’m more than happy to help! I need to gather some additional details, so I’ll send a private message to your Forum’s Inbox to obtain this information. Please keep a close eye out. Thank you for your time. Have a nice weekend!

Jenn, AT&T Community Specialist

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