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SEA_WA_99's profile



1 Message

Tuesday, July 2nd, 2019 9:20 PM

Unable to unlock iPhones

Hi All,


Been as AT&T customer >10 years.  


Recently went into AT&T store and changed to prepaid service.  Changing the service was a nightmare experience.  Michael in the Redmond Town Center store provided pathetic customer service and was condescending.  All we came in for was to unlock a couple phones, and switch to a prepaid plan.  Paid $500 in order to own phone so it could be switched to prepaid.  On Michael's direction, the unlock would need to occur after the switch to prepaid has happened.  After nearly 2 hours in the store he was unable to fix our problems, and send us on our way - in the rudest way possible.  He went the the door, opened it, and gestured it was time to leave.  We left with a plan that was not completely setup that we finally figured out.  


When we tried to unlock the phones, AT&T is not allowing us to unlock them because they have not been on the plan for 6 months.  Not only were we treated poorly, we were mislead that we would be able to unlock the phones immediately for vacation, right after switching to prepaid. 


No here we are, after over 10 hours on the phone with AT&T support unable to unlock our phones that we own outright.  One of them has even been blocked from additional unlock attempts because we did what tech support told us and there's been too many attempts to unlock.  


Really just want our phones unlocked and nobody can help us.  This is ridiculous, especially after paying $500, being treated poorly, and being mislead by AT&T staff in the store and on phone.  



ACE - Expert


64.7K Messages

5 years ago

Unfortunately, putting a prepaid SIM card into the phone started the 6 month clock. Since the phone is not a prepaid phone and is paid for, you can get an exception but it’s not easy. Getting the right tech support person is the key, obviously you did not have any luck with that. Your best option is to file an FCC complaint. That should get you in touch with someone who can help.

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