THX1965

Mentor

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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

Tutor

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1 Message

3 years ago

For those of us who have already switched carriers and are being held hostage by AT&T, will you be refunding any billing that occurs after the date we would have been unlocked and therefore not incurring any charges? I should not be on the hook for charges that would not have been charged but for a technical issue on your part.

 

Thank You!

 

Michael

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Tutor

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4 Messages

3 years ago

YES!!!! Exactly my thoughts. They are definitely holding us hostage and if we have to pay because of this error than this issue will be on national media and AT&T will lose tons of money and customers. So I suggest they fix this quick and do the right thing

Contributor

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2 Messages

3 years ago

michelle,

 

i am having the same exact issue as the others.  could you please let us know if/when this issue will be resolved?

Contributor

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1 Message

3 years ago

same here. the ATT rep was not nice either, she said i prob put in the IMEI number wrong! OMG

DannyNYC

Teacher

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9 Messages

3 years ago

Same exact problem here. I am now looking for new service with T-Mobile for my entire family, as I am fed up with AT&T incomptence!

Tutor

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4 Messages

3 years ago

I can see it now

CNN: Amidst losing the mobile war AT&T holds customers hostage by not unlocking thousands of customers phones. And preventing them from switching carriers and at the same time making them stay until next billing cycle.

Tutor

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4 Messages

3 years ago

I filed a complaint to FCC, you should too

 

https://consumercomplaints.fcc.gov

Contributor

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1 Message

3 years ago

.

Contributor

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2 Messages

3 years ago

Done! Sent my info.

Tutor

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3 Messages

3 years ago

AT&T and all other carriers need to just setup their system to where the phones will automatically be unlock once its eligible. Holding their customers hostage is just bad business and unlawful.

Contributor

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2 Messages

3 years ago

mines is resolved now.  thank you.

Contributor

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2 Messages

3 years ago

I have two off contract phones that have similar issues, got error on account info mismatch and one time bad IMEI.  Been stuck for almost 48 hours, called, Facebook all no help.  Next stop FCC.

Contributor

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1 Message

3 years ago

I too have been affected by this problem. Been trying to get mine unlocked since last Friday. Spoke with 6 different reps sine Sunday and literally every single one has given me a different answer. A floor supervisor said there was no purcahse record on file and asked me to fax over the information about my NEXT intallment plan and another Best Buy receipt. The person I spoke with today said that AT&T doesn't accept any faxes and that I must have been mistaken and that only Apple would ask for that.

Would really love if anything at AT&T seemed to go the way it was supposed to. Can't wait to have these unlocked so I can switch to T-Mobile.

Community Support

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15.2K Messages

3 years ago

Hey All!

 

I wanted to let you know the Device Unlock Portal should be working now.  If you received an error earlier, please try putting in the request again after clearing the cache on your internet browser.  If you sent us a PM, we are working our way through them all and will message you back as soon as we get your request taken care of.  I greatly appreciate your patience with this. Enjoy your weekends!

 

Michelle, AT&T Community Specialist

AT&T Customer Care

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*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.

Voyager

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2 Messages

3 years ago

Unlocking works! AT&T: We’ve approved your request to unlock your device.