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conngua2003's profile



3 Messages

Tuesday, May 7th, 2019 11:24 PM

Unable to unlock an AT&T phone that was paid off and unsatisfied with AT&T support!

Recently I have a need to unlock an old phone ( iphone 5S) i paid off awhile ago for travel purpose. This phone I bought for my daughter when she was in 10 or 11th grade. I tried to unlock online like they said but it kept saying the phone number did not match the IMEI number, I tried my phone number and my daughter's phone number since she was the original user, both did not work at all. I went to an AT&T store and the manger of the store helped me to submit the request and instructed me to confirm my request on the email AT&T would send to me. I did confirm my request but 2 days later I went online to check the status of my request, It said I did not confirm and the request was expired after 24 hours. I was very upset and I called AT&T the customer service even told me that I need to have my daughter to call in to request the unlock. I am the one who bought the phone for my daughter, she was 15-16 at that time, would she had money to buy a phone? Instead of helping me to process the request they tried to sell service to me for international plan. I told them I just need my phone to unlock ASAP because my travel day is coming up, they tried to delay and made things very difficult for me. I have been with AT&T for a long time and I am so disappointed and not happy with their service, they did not help me at all. I am thinking to leave AT&T soon. I wanted to take care of this earlier to prepare for my trip oversea not that I wait for the last minute.

Community Support


232.3K Messages

5 years ago

Hi @conngua2003

Thanks for your post. We can help with your device unlock request. It would be best to continue in private so we are sending a personal message (PM). Please reply to the PM from ATTCares located in your Forums inbox so we can take a look.

Kenneth, AT&T Community Specialist

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