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czhuvin's profile

Tutor

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4 Messages

Sat, Jun 9, 2018 12:09 AM

Please unlock my phone!!! Weird policy!

I have bought a sim-free iphone 8plus from a retailer and it is supposed to be a gift to my dad. To make sure it works properly, I used my ATT prepaid sim card to activate it for a check. However, it was found that the iphone has been locked by ATT when my father tried to use it with his sim card. More importantly, we are currently outside the US for 2 years so that my dad cannot use the phone for a really long time. I called ATT and the people from ATT customer service said I have to use the iphone with my card for 6 months in order to unlock it. They also claimed that it is a policy. I don't think anyone ever told me ATT will lock the non-ATT version iphone for 6 months once I use their prepaid sim card. Moreover, my prepaid card will be expired soon and cannot be used for 6 months.Also, I totally don't think this policy is reasonable since I didn't bought the iphone from ATT and it is a sim-free iphone. Please is anyone can help me out? Otherwise, we have to carry a non-working iphone outside the US with no signal for 2 years!

 

Thank you very much!

 

Official Solution

ATTHelp

Community Support

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199.9K Messages

4 y مضت

Hello @czhuvin,


Thank you for bringing this to our attention! I understand how this can be an issue when trying to utilize the phone outside the U.S. I would love to provide the information.


When a device is unlocked it cannot be locked again by a SIM card. I would recommend contacting the seller of the device and making them aware the device was not unlocked. They will be able to assist further with your request.


Additionally, our Forums Thread on Device Unlock Requests - Things To Know From AT&T.


Please let me know if you have any further questions.


Linda, AT&T Community Specialist

Tutor

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4 Messages

4 y مضت

Hi @ATTCares

 

I have contacted the seller and they confirmed that the iphone I bought doesn't have any contract associated with ATT in the first place. They tried to unlock my iphone but was not successful. They are willing to help but they have no idea how to fix this issue. Could you please help to provide some solutions so that I can tell them.

 

Best,

 

dwill05

ACE - Master

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6.9K Messages

4 y مضت

You didn’t buy an unlocked phone.  Those are only sold by Apple.  You bought a pre-paid phone which is sold SIM-free, but is designed to lock to the first SIM card you put in the phone.  When you put an AT&T SIM in to test it, it locked the phone to AT&T, and AT&T’s policy is that pre-paid phones have to be active on their service for 6 months before they are eligible to be unlock.  This should have been written on the package somewhere, or explained when you bought it.

sandblaster

ACE - Expert

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59.7K Messages

4 y مضت

@dwill05 iPhone 8’s are not sold as prepaid, they are not subsidized. Unfortunately, ATT’s computer system doesn’t know that, it only knows it was activated on a prepaid SIM card and therefore imposes the 6 month requirement. @czhuvin The 6 month requirement is meant for phones sold as prepaid that are subsidized by ATT. You should be able to get an exception to the 6 month policy by proving you paid full retail price for the iPhone 8. The phone is now tied to your prepaid account, only you can request the unlock. You will need to contact advance tech support to get the exception. You may need to file an FCC complaint to get the help you need.

Tutor

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4 Messages

4 y مضت

Thank you very much for the answers.@dwill05 @sandblaster I have aware of this awkward situation and I have contacted both the seller and ATT.

I called ATT several times and the support kept telling me that they cannot do anything with it due to the weird policy and they even hung up my call last time when they claimed to find an advance tech support. Really disappointed with ATT and I really don’t think this policy is reasonable even if it is the reason for my case.

The seller has tried to help quite hard and their tech support confirmed it has been unlocked according to their system but actually it remained locked by ATT according to Apple. They are still willing to help but don’t know what they can do. 

sandblaster

ACE - Expert

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59.7K Messages

4 y مضت

The seller can’t help you. As explained above, sim free iPhones lock to the first carrier activated on. Had you put in a T-Mobile sim card, it would be locked to T-Mobile. This is the way Apple intended so that they don’t have to produce different models for each carrier. Your best alternative now is to file an FCC complaint. That will result in someone from ATT contacting who does have the authority to grant an exception to the 6 month policy. The reps you have been talking to on the phone don’t have that authority.

Tutor

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4 Messages

4 y مضت

@sandblaster Thank you so much indeed!!! The phone works now! Several hours after I complained my case to FCC, ATT contacted me and unlocked my phone. My dad is very happy for the solution. Really thank you for your advice!

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