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

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

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

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

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.

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

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.]

michelle,

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

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

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!