AT&T refusing to unlock my PAID OFF phone for a year now.

Hi @Olysik,

What kind of phone is it? How much did you pay for it a year and a half ago? Have you checked your bill to see if you have monthly payments on it for the phone?

If you bought the phone 11/2 years ago on a 2 year contract, your contract is still not complete. If that is the case, your phone will not be unlocked until your contract is completed.

Thank you for a fast reply!

It is an iPhone 6s. It was on sale back then, and I paid $213 for it, tax included. I have not made any further payments, because it was paid for in full on the day I bought it ! I told this to the CS representative, and they kept telling me I was wrong. I just called them again, and a CS representative told me I have to unlock it myself , and that they  cannot do it over the phone...ridiculous !!

They told me its under contract, but its not ! 

Hi @Olysik,

$213 with taxes for an iPhone 6s a year ago would've been subsidized pricing (contract pricing) and AT&T is correct in stating that you are still in a 2 year contract and the unlock will continue to be denied.

Just because you paid something up front, doesn't mean you paid the full no-commitment price. This would've been $600+ at the time you're mentioning as that would've been right when the iPhone 6s first came out.

You'll need to pay your ETF off or wait until your contract is over (you can check the date online in myAT&T) to unlock the phone.

Can't an exception be made for a customer who has been with them for 10 years? If it is under contract, I have about 5 months left, and I am in excellent standing with AT&T. I am getting married in a few weeks and I really need this unlock. 

Hi @Olysik,

Unfortunately, getting AT&T to grant an exception in a legit unlock denial is unlikely. If it was AT&T error, something could be done, but since the device is indeed under contract for another 5 months, it most likely won't be allowed to be unlocked until the contract has ended or the ETF has been paid.

No one on the phone can do the unlock. Even if the unlock portal is down and they submit the case, it would still be handled by a back office team who would deny it based on the requirements and you would still be in the same position.

Just note, an ETF is charged only if you cancel service. You can't pay an ETF to get your phone unlocked but still remain a customer. Unless you plan to cancel, you'll need to wait for your contract to end.

@sandblaster retentions actually can do this. it's not common, but it is an available option.

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@Olysik wrote:

It is an iPhone 6s. It was on sale back then, and I paid $213 for it, tax included. I have not made any further payments, because it was paid for in full on the day I bought it ! I told this to the CS representative, and they kept telling me I was wrong. I just called them again, and a CS representative told me I have to unlock it myself , and that they  cannot do it over the phone...ridiculous !!

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That's a $649 phone (not $199).

When you paid $199 plus tax you agreed to stay with AT&T for 2 years so that they could recover the cost of that phone.  Your payments are hidden in your plan cost.