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THX1965's profile
THX1965
20th Community Anniversary
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Mentor

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17 Messages

Sunday, February 19th, 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

ATTHelp

Community Support

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207.8K Messages

6 years ago

Hello @indagarden!

 

Thank you so much for letting me know you sent a private message! As soon as we receive it, I will be sure to keep you updated!

 

Michelle, AT&T Community Specialist  

Voyager

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2 Messages

6 years ago

I'm on the AT&T network since 15 years.

 

It's weird that I too having same issues submitting a device unlock request for my iPhone SE.
I'm getting the message "Can't unlock phone because of error msg "IMEI doesn’t match a device that’s compatible with ATT."
 I have checked the IMEI number multiple times 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#.


I really need to unlock this phone as i will be travelling soon.

Thanks in advance for any help.

 

Laxma

THX1965

Mentor

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17 Messages

6 years ago

Please look at my solution. Call AT&T and have them open a case. Also send a private message to @ATTMobilityCare.with detailed information about your account, your device and the problem. They are very responsive and willing to help.

indagarden

Mentor

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20 Messages

6 years ago

It is locked to ATT. It was purchased from ATT.

Teacher

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11 Messages

6 years ago

Same issuing, been trying to get them unlocked since Friday.  I have opened up a case number but they noted another two days UGH!  Why does it take two days for two phones purchased direct from ATT / paid off/  out of contract for months?  Terrible, will be jumping ship soon.

New Member

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2 Messages

i have same problem can't find solution . help me peas

indagarden

Mentor

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20 Messages

6 years ago

I did this and have not heard back.
indagarden

Mentor

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20 Messages

6 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

6 years ago

I did that and have not heard back.

Teacher

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11 Messages

6 years ago

ATT is clueless when it comes to a simple task.

Teacher

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11 Messages

6 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.

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