Issues unlocking a sim

Was the phone you replaced on an installment plan?  Or did you buy a new phone to use in anticipation of the 3g shutdown?  30 months used to be the standard installment length up until a couple of years ago when they bumped it up to 36 months.  If you bought a phone on a 30 month installment plan, you need to make 30 monthly payments to pay it off, or be charged the remaining balance if you want to pay off early.  AT&T was offering people who had old 3G phones free new ones that would work after the shutdown prior to the shutdown.  Did you not get the free phone?

Thank you so much for your response. It was offered "FREE" as a replacement from AT&T as the shutdown of 3G service was happening. They failed to explain it was not truly free unless I held the phone for 30 months, I am now finding this out after I moved to the UK and wanted to switch service providers. 

We do understand how important it is to be able to unlock your device, RJACE.

Thank you, dwill05 for that great information. 

If you were provided a device due to the 3G shutdown, and it is currently on a 30-month agreement there will be a promotion that is going towards the device which does make it free as long as your remain in the 30-month agreement. 

If you do not stay in the agreement and want to unlock it early, you will have to pay the remaining balance of the device. We will not be able to credit you to pay the device off early. 

The device must remain on its installment agreement for the entire term in order to get all of the bill credits. Typically, if you upgrade the device or pay off the agreement early, the bill credits may cease.

We hope this information helps. We are here if you have any other questions or concerns. 

Clarissa, AT&T Community Specialist 

Hello ATT Help,

I thank you also for your response. 

I fail to see how the offer of a free replacement phone, to cover a phone that was already paid by myself- why I should have to end up paying for a second phone based on a decision that was not mine (but AT&T) to stop supporting service, as I mentioned I have been a very loyal client for 23 years, and as a gesture AT&T could waive this fee especially as I was never told that I would have to retain the phone for 30 months essentially on a contract which I have not had for 20 years. Now I need, not want to change service providers and I face this additional cost. 

What model phone did you get? If you had gotten a free replacement without putting on an installment plan and crediting back, it almost certainly would have been a cheap phone that possibly wouldn’t even work in the UK or performance would have been so poor, you would have not wanted to use it. My son got such a phone, he used it a day and immediately bought a new one, it was that bad. My guess is they sent you a decent phone, hence the installment plan and credits. Under the circumstances and since you are moving to the UK, escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you, they have the authority to wave your remaining payments. 

Thank you for your response.

It is a sad day when you need to escalate to corporate. I have spent my entire career working in B2C sales and customer service, and have always been gifted the ability to make exceptions in certain circumstances and particularly to clients who have remained a client for this period of time. Despite having the option to take their business elsewhere, in light of the number of companies providing similar services at much reduced prices. Never the less I will take your advice and push the issue as the response has been very disappointing from such a high profile company.

Can you direct me to where to find the these forms and where to send them?

Go the FCC or BBB website and file the complaint.  You input the company when you fill out the online form, and it gets sent to them automatically.

Thank you!