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THX1965

Mentor

 • 

17 Messages

Sun, Feb 19, 2017 7:44 PM

Device Unlock Error - AT&T says IMEI number doesn't match a compatible device

I can't unlock my iPhone 6 (which is out of contract) because AT&T claim the IMEI number dosn't match a compatible device. This is the error message that I have been getting 3 times in a row:

 

"Your unlock request was denied because the IMEI number doesn’t match a device that’s compatible with the AT&T network.

Check the IMEI number by dialing *#06#, or check the device settings, and then submit a new request."

 

This is of course nonsense, since I have been using my iPhone on the AT&T network for 2 years. I triple checked the IMEI number and it is correct. The device gives me the same correct number either when I look it up through device settings or when I dial *#06#.  This iPhone - purchased through Apple and activated through AT&T - was on a 2-year plan and is now paid off.

 

I really need to unlock this phone. Customer service can't or won't help. Why can't this issue not be fixed by a simple phone call?

 

Thanks in advance for any help.

 

Markus

Responses

indagarden

Mentor

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20 Messages

4 years ago

I did this and have not heard back.
indagarden

Mentor

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20 Messages

4 years ago

OMG now after two hours of calling, being escalated and hung up on, the rep is saying that there is a pending cancellation, which held up the unlocking! There was no cancellation. Unbelievable.
indagarden

Mentor

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20 Messages

4 years ago

I did that and have not heard back.

Teacher

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11 Messages

4 years ago

ATT is clueless when it comes to a simple task.

Teacher

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11 Messages

4 years ago

Been trying since the 17th to unlock two Iphone 5s that been paid off out of contract for months.  Two calls each over 30 min, 5 tries over the unlock website.  Guess what, still locked.  Beyond frustrated and lost any hope with ATT from this incident.  The whole reason to unlock was to move onto another carrier and my decesion is looking better every second of this nightmare.

indagarden

Mentor

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20 Messages

4 years ago

I sent a private message this morning and have  received no private message and tried for 3 hours on the phone today. I contacted apple to see if they will replace the phone with an unlocked phone. 

Contributor

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1 Message

4 years ago

I sent a private message to mobility care today as well as spoke with a CSR yesterday for more than 70 minutes. No help in the end. When it comes to an issue, ATT seems to be clueless and not dependable people. I have been a customer for more than 8 years with two lines on their service. This incident makes me rethink to be a customer with them or not.

 

I wonder why they couldn't automatically unlock the phone as soon the contract ends or all dues paid off which is the case with many of us here?!!!

 

indagarden

Mentor

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20 Messages

4 years ago

I've been a customer since the iphone 3G.  We stayed because of the excellent customer service.  It's hard to believe it's the same company.

Brand User
ATTHelp

Community Support

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140.1K Messages

4 years ago

Hello again @indagarden!

 

I have received your private message! Thank you so much!  I will be reviewing your information and get back to you as soon as possible.

 

Michelle, AT&T Community Specialist  

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
indagarden

Mentor

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20 Messages

4 years ago

I have been on the phone with ATT for three hours, and posted here this morning.  I would like someone who can actually unlock the phone.

Brand User
ATTHelp

Community Support

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140.1K Messages

4 years ago

Hello @rapidfiremobile and @miketsi99!  

 

Thank you for reaching out! I am sorry you are having issues with your unlock requests. It would be a pleasure to help find a resolution for you both!

 

Since your account security is of the utmost importance, if you could please send a private message to @ATTMobilityCare. Within the message, please include your full name, account number, IMEI of the phone you wish to unlock as well as best time and method to contact you, I would greatly appreciate it.

 

Can’t wait to hear from you!

 

Michelle, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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5 Messages

4 years ago

I Have sent a PM. Please sister with the unlocking.
Thank you in advance.

Tutor

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3 Messages

4 years ago

Same problem as everyone else on this thread! Amazing!!

Message sent to @ATTMobilityCare @ATTCares where you at?!

Tutor

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7 Messages

4 years ago

Given the large number of people who are having this issue, it is clearly an issue with the self service unlock system. Why don't they just like...you know...fix it?

Tutor

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3 Messages

4 years ago

Naw .. you know most people who want their phones unlock are the ones switching carriers. So it's like, let's just make it as frustrating as we can

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