The new iPhone 15
SpeyFlyGuy's profile

5 Messages

Friday, December 8th, 2023 2:15 PM

UNLOCK ISSUE. Please help! "We can't unlock your device. Service for this device was canceled within the 14-day return policy period."

Hello,

On May 10, 2023 I purchased 2 X iPhone 14's directly from the AT&T website in the U.S. and paid the full price, ie. no equipment contract going forward. All we are paying for now is our Usage Plan. It is now December 8, 2023 and we've decided to move back to Canada in the new year and I find that the phones are locked. 

I've tried several times to use the AT&T "Unlock your device" online option with both the IMEI and IMEI2 and it fails to complete saying that "We can't unlock your device. Service for this device was canceled within the 14-day return policy period.". This is dumb since we've been using the phones for the past 7 months so how can anything be cancelled. 

I've searched around the AT&T site many times trying to find a contact number or some sort of solution. At one point I found a comment that calling AT&T won't help because they are unable to unlock over the phone. Instead you must use the online option. I opened a Chat with the useless "Bot" and was finally able to figure out how to get to a real person. Unfortunately he (Sabastian) was entry level and was unable to help. Finally he said BRB (be right back) and put me back to the useless "Bot". Argh!

This is getting very annoying. Any help anyone can provide would be appreciated.

Thanks!

Accepted Solution

ACE - Sage

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116.9K Messages

4 months ago

Just a little tip for that previous post, there is no workaround for unlocking an iPhone with a paid service. Permission has to come from the carrier and the unlock is completed through Apple servers.  Can't be faked.

Accepted Solution

ACE - Sage

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116.9K Messages

4 months ago

@SpeyFlyGuy 

File a better business bureau complaint online. The complaint is forwarded to AT&T upper Management and someone will contact you.  They should be able to research your account and phones and see that they have been active on your account for 7 months.

Just an FYI, if you're going to pay full price do not buy from a service provider. They all lock phones for certain time. If you're going to buy and pay full price you pay Apple and buy a SIM free device. You can even do trade in with Apple and get a lump sum off of a new iPhone

By the way, with very few exceptions, all of AT&T's current plans will roam in Canada without any additional charges.  

(edited)

Accepted Solution

ACE - Expert

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24.1K Messages

4 months ago

Filing with the BBB is your best bet. That will generate someone  from the Office of the President contacting you. That way you can discuss the issue directly with AT&T above the usual Support channels. It may take a bit longer due to the holidays so be patient. As far as hearing back by the end of the week, this is Christmas week.....

With regards to purchasing an iPhone I agree with @formerlyknownas . I would never purchase a phone from a carrier, too many caveats and gotchas. I've always purchased our iPhones outright from Apple, unlocked, and then taken them to an AT&T Corporate Store for activation or account changes (removing the old phone from the account and replacing it with the new one). 

Accepted Solution

ACE - Sage

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116.9K Messages

4 months ago

The advice I provided 17 days ago still stands. When you file a better business bureau complaint the complaint is forwarded to AT&T upper Management and someone will contact you. This way you don't have to wait for a direct message which closes out in a few hours leaving you no opportunity to converse..

FYI you can continue to use your AT&T unlimited service in Canada with your US number. Unless you have an old metered plan, your service will work just fine in Canada without any limits or restrictions.   

5 Messages

4 months ago

Hello, you can use other unlock AT&T services like unlockattphone.com

5 Messages

4 months ago

Thanks for responding but we still have an active account and that solution won’t work. 

Community Support

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231.2K Messages

4 months ago

Hello @SpeyFlyGuy, we hear you, and want to help get this sorted. 

 

We are going to initiate a DM to help you with unlocking your phone. Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)

 

Looking forward to speaking with you!

 

Thank you for contacting AT&T Community & Forums,

Mike, AT&T Community Specialist

5 Messages

4 months ago

Unfortunately my DM Chat with AT&T was Closed and I'm starting over again. I responded to their "Verify it's you" request and didn't hear anything back for a few days. I reached out again to find out what's next but unfortunately I had to travel for a couple of days and didn't check back fast enough for a response. In the meantime AT&T had DM'ed back a couple of times and, since I didn't respond immediately, they Closed the Chat.
I'm reaching out yet again to try to get my fully-paid iPhones unlocked and, if I don't hear back by the end of the week, I'm going to file a complaint with the Better Business Bureau (BBB). This business practice of automatically locking ALL phones, and especially those purchased outright, is something that needs to be addressed. Hopefully enough pressure from the BBB, or perhaps the FCC, will lead to some positive change going forward.

5 Messages

4 months ago

Thanks for the prompt responses on a Holiday. Your expert advice is much appreciated. I will "File a Complaint" with the BBB tomorrow rather than waiting on a response from AT&T. As you suggest this would likely be the most expeditious way to get this resolved. I've certainly learned my lesson about purchasing a phone directly from a carrier. It never dawned on me that I'd have this issue.

As well, I'll explore using my current number and service while back in Canada. Might be a good option.

Thanks again for your help! 

5 Messages

4 months ago

So...... AT&T does not like being contacted by the BBB a.k.a. "The squeaky wheel gets the grease".

I filed a complaint with the BBB in Dallas, Texas late yesterday and AT&T had my two phones unlocked today before 1:00PM, despite it being a holiday week. Hmmm!

Thanks again to all who offered advice. 

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