New Member
•
4 Messages
Unable to unlock iPhone - IMEI doesn't match an AT&T device
I'm trying to use my device with another carrier. I've submitted an unlock request to AT&T and the response I get is the device is not in the AT&T network. However if I try to put another carriers card in the phone it won't activate the device. If I put my old AT&T SIM back in it recognizes it. With the AT&T SIM in I can get to my General/About/Carrier Lock and it says SIM locked. Clearly the device is still locked to AT&T. I've called AT&T several times and am only getting the run around, no one can get me to the right department to help. They want me to have an active account to look things up, but I'm not with AT&T any more. Any thoughts on how to get this unlocked without an active AT&T account. Also I do meet all the eligibility criteria. This is an older phone (2016 SE) that I'm digging up and adding to a new plan. I had service with AT&T for a long time leading up to leaving, but the device hasn't been active for at least a couple of years now, is fully paid up, etc...
This is the response from the unlocking service:
The IMEI number you gave us doesn’t match an AT&T device
Hi xxxxxxx,
Here’s the info we have:
Device IMEI number: [xxxxxxx]
Request number: xxxxxx
We can only unlock devices that are part of the AT&T network. Make sure you have the correct IMEI number and then
submit a new request.
dwill05
ACE - Master
•
7.6K Messages
2 months ago
The problem is that your IMEI is not longer in their database, likely because it hasn’t been used for a number of years. Unfortunately, that means the unlocking portal won’t work. You’ll have to call and get them to manually research the IMEI. If they won’t do that, then file a FCC complaint to get it escalated to upper management.
0
0
nedguy
New Member
•
4 Messages
2 months ago
Thanks any thoughts on which department I can ask for to get them to add it back? I just keep getting the run around whenever I call, it doesn't seem that they don't want to do it but it's impossible to get the right person or department on the phone that would know how to do that. They keep putting me on hold and are puzzled when they can't find the unlock status in their DB at all. Then they start asking me things like what phone number is associated with the device? What's your account number? etc...
0
0
dwill05
ACE - Master
•
7.6K Messages
2 months ago
Just file a FCC or BBB complaint. That will get the attention you need.
0
0
ATTHelp
Community Support
•
210.3K Messages
2 months ago
Hi nedguy! Let’s meet in a Direct Message (DM) to discuss that unlock device request.
Please check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.
Meanwhile, in case you want to know more about unlocking your device we invite you to visit AT&T Device Unlock Help - Solutions & FAQs. There, you will find important information about device unlock including our list of requirements.
Make sure to keep an eye out for that message in your DM so that we can get you a resolution to your inquiry.
Lar, AT&T Community Specialist
0
0
nedguy
New Member
•
4 Messages
2 months ago
Looks like my only path will be to file an FCC complaint. The DM with the community specialist above went no where. They tried to unlock it and were not able to figure out how to do it. They punted and told me to contact Apple, which said there is nothing they can do and unlocks can only come from the carrier. The community specialist closed the chat before I could respond and basically walked away from the issue.
0
0
nedguy
New Member
•
4 Messages
1 month ago
Looks like @dwill05 was correct, after filing an FCC complaint I received a call back from the Office of President within a couple of days and they unlocked the device after about a 10 minute phone conversation. Thanks for the suggestion.
0
0