AT&T Community Forums

H2O Sim inserted into full price BestBuy iPhone. Locked to AT&T. Cannot Unlock

Hi,

I purchased an iPhone XS for the full price from BestBuy. I inserted an H2O sim into the iPhone and used it with calls and texts (did not have a data plan). In December, I noticed that I would get a cannot activate cellular network error on the phone when I attempted to use data. Due to upcoming holidays, I did not have enough days to probe this further. I left the US for my holidays and realized that the phone is locked when I attempted to swap SIMs.

I have been trying to get the phone unlocked via the AT&T website. The problem is that I get an error which states that the phone is active on another AT&T account.

I have already spoken to H2O customer support on this and they insist that they have no mechanism for locking or unlocking a phone as they are a prepaid carrier. The AT&T customer support insisted that they cannot help me and that I should get in touch with the device unlock team. I believe this is a consequence of the Apple US Flex retailer policy. My phone locked itself to AT&T because H2O used the AT&T network. I called Apple and they said that their system lists the iPhone as locked with AT&T. I would appreciate it if I can be put in touch with the AT&T device unlock team. I can provide proof that I paid for the phone in full. I have no contract with AT&T or H2O that requires payment. This is just an unfortunate consequence of the Flex Policy and I would appreciate some assistance in moving towards a solution. I am currently out of the US and will return to the US mid-January.

Note, I want to unlock this phone as I am an international studying in the US. It is important for me to be able to use the phone on different networks by just swapping the SIM.

P.S: I was misled by the BestBuy customer into believing this is an unlocked Apple iPhone (misfeasance or malfeasance, I cannot tell). Should have bought from the Apple website. I have been told and am acutely aware of my mistake.

Responses

Accepted Solution

Official Solution

ATTHelp

Community Support

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221.6K Messages

5 years ago

Hi, @specter97,

We'd love to help with this. Take a look at things to know when unlocking a phone with AT&T. It includes a list of requirements for unlocking a device. Did the phone have paid AT&T service for six months on a prepaid plan or sixty days on a postpaid plan? Check to make sure your iPhone meets the requirements and then use the unlock portal to unlock your device.

Have a great weekend!

James, AT&T Community Specialist

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Accepted Solution

Official Solution

ATTHelp

Community Support

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221.6K Messages

5 years ago

Greetings @specter97, and thanks for responding back to us!

In order for the device to have a smooth unlock process, it must meet all eligibility requirements.

Postpaid Customers: Wireless account must be active for at least 60 days of service, without past due or unpaid balance.

Prepaid customers: The cellular device must be active for at least six months of paid service.

if your device has met all of the requirements, then you can continue to submit and unlock request in our AT&T Device Unlock Portal.

If the cellphone has not met the requirements and was purchased from a different retailer, you would have to contact the original seller of the device and have them to submit a unlock request.

We hope this information helps.

Dwight, AT&T Community Specialist

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formerlyknownas

ACE - Sage

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111.1K Messages

5 years ago

Seriously?

@specter97. Looks like they didn’t read your post. Did you unlock as a customer?

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specter97

Contributor

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2 Messages

5 years ago

I cannot unlock as a customer because I am, strictly, not an AT&T customer. That procedure fails for me. I can go through as a non customer but then fail due to the Active on Another account error.

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sandblaster

ACE - Expert

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64.6K Messages

5 years ago

You have to get H2O to unlock the phone. H2O can unlock it, you just need to find someone who knows how to do it.

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S

sanbacha

New Member

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1 Message

3 years ago

I have the same problem now, how do I fix this? I called Apple, H2o, and the new carrier. The new carrier can't do the unlocking either. I even called old carrier Sprint but they can't help me either. Please help, what should I do. Now, I have wasted my money on iPhone Max and I do not have a phone. Please help me.

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Tj_wtfme2

New Member

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2 Messages

2 years ago

I have the same problem with H20.

Was anyone able to get there problem resolved. I bought my phone free and clear from b&h been to a couple different phone services. I decided to give h20 a try cause the price seemed reasonable but I didn't know they would hijack my phone. This should be against the law. I am going to start by contacting the Attorney General and the bbb.

(edited)

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T