Check out AT&T's Valentine's Day Gift Guide for ideas & deals on the new Samsung Galaxy S23!
The new iPhone 14
THX1965's profile
THX1965
20th Community Anniversary
Helpful 1
#1 Star!

Mentor

 • 

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

Tutor

 • 

4 Messages

6 years ago

How long after you submitted the complaint did you get your phone unlocked?

Contributor

 • 

1 Message

6 years ago

same here..... waiting since last Thursday... 6 days so far, multiple attempts, no luck??? It is paid for... poor

ATTHelp

Community Support

 • 

207.8K Messages

6 years ago

Greetings @Crl12t, @frnkgarett, @Dkerbel, @Skimmilk1.

 

I apologize for the error messages you have been receiving on the Unlocking Portal. This part of the process happens automatically, so it’s very possible the system is making mistakes when the determining the eligibility of your devices. I would love to help you all with this issue and get the procedure started as soon as possible.

 

What I can do is manually check if your devices meet all requirements, then submit a case on your behalf to the proper department within AT&T, where the process can be completed manually.

 

It would take them about 1-2 business days to complete, and once it’s been done you will receive an email response. Please send me a private message to @ATTMobilityCare including your name, phone number, a preferred email address, the IMEI of the device you are trying to unlock , an a good time to contact you.

 

@Unlockmyphone1, I can definitely check the status of your unlock case for you. I’m very sorry it has taken so long to receive a response from us. Please send a private message @ATTMobilityCare with your case number, in addition to your name, phone IMEI, and the best time and method to reach you.

 

Again thanks so much for your continued patience, have a fantastic day!

 

Michelle, AT&T Community Specialist

indagarden

Mentor

 • 

20 Messages

6 years ago

The FCC route is very easy, a simple form.  I received a call yesterday from someone calling from the office of the President of ATT, who said if it had not been unlocked earlier in the day, he would have done it himself right then and apologized.

Community Support

 • 

15.2K Messages

6 years ago

Hey Everyone!

 

Due to the large response of this thread, we had the issue escalated to be looked into!

 

Our Network Engineers are aware of the error many customers are receiving when attempting to submit a device unlock request. We are working hard to get this issue resolved for our customers! If you do come across this error when submitting a request, please send a private message to @ATTMobilityCare. Within the message, include your full name, account number ( if applicable), email address, IMEI of the phone(s) you wish to unlock, as well as best time and method to contact you. We will be submitting the unlock requests on your behalf and sending you the Case Numbers and resolution date as soon as possible.

 

Thank you all so much for your patience in this matter as we work to get the issue fixed!

 

Michelle, AT&T Community Specialist

Tutor

 • 

1 Message

6 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

 • 

4 Messages

6 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

 • 

2 Messages

6 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

 • 

1 Message

6 years ago

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

DannyNYC

Teacher

 • 

9 Messages

6 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!

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.