The new iPhone 15
THX1965's profile

Mentor

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17 Messages

Sunday, February 19th, 2017 7:44 PM

Closed

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

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4 Messages

7 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

7 years ago

I filed a complaint to FCC, you should too

 

https://consumercomplaints.fcc.gov

Contributor

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1 Message

7 years ago

.

Contributor

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2 Messages

7 years ago

Done! Sent my info.

Tutor

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3 Messages

7 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

7 years ago

mines is resolved now.  thank you.

Contributor

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2 Messages

7 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

7 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

7 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

Voyager

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2 Messages

7 years ago

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

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