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crossinmo77's profile

4 Messages

Tuesday, May 7th, 2024 8:31 PM

Unlock Phone from AT&T Network

I have attempted to unlock a device from AT&T's network.  I have submitted multiple requests, but it always says I have a balance due.  I have unlocked other phones on this same account, that were purchased at the same time.  

I have confirmed with AT&T that there is no balance due, and have been told they would take care of it.  This was months ago.  I'm still waiting.  

Have no idea how to proceed from here.  

ACE - Sage

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118.1K Messages

1 month ago

Both the phone and the account have to be in good standing which means you can't have a past due balance, sometimes you even have to have your current bill paid to a zero balance.  Also being in good standing means you haven't had significant late payments or suspension for at least 6 months.

Are you sure the phone is paid off?  Check the online account. If the phone was paid off early it may not show as paid off until your next bill cycle.

 ⚠️The phone has not been replaced with warranty or insurance?   

If the phone is a warranty or insurance replacement, and the IMEI does not match the one under your original purchase, AT&T needs to know about the replacement. You'd have to call them and give them the corrected IMEI and explain to them it was a warranty or insurance replacement.  

If you acquired this phone second hand, and are not the original buyer, AT&T may not be able to help you

4 Messages

1 month ago

Yes, the phone and account are definitely paid off.  This was for a business (Public School District).  Even customer service can pull up the account and verify that there is no balance due on the account.  

Community Support

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232.7K Messages

1 month ago

Hello @crossinmo77, thank you for reaching out to us with your concern, we're here to help get your device unlocked.

 

You will need to submit your request using our Device Unlock Portal (https://www.att.com/deviceunlock/), and your device must meet our Eligibility Requirements (https://www.att.com/support/article/wireless/KM1262649). 

 

Make sure your device:

  • Is an AT&T phone or device and isn’t active on another AT&T account.
  • Hasn’t been reported as lost, stolen, or involved with fraud.
  • Is an AT&T PREPAIDSM phone that has had paid service for at least six months.

Next, if you still need assistance with unlocking your device, we recommend you to contact us via the support us link for us to help with the unlock request. 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us. You can call, chat, or reach out via social media and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.


We want to ensure the problem is resolved, and that is our top priority, we are here to help until we do so.

 

Thank you for contacting AT&T Community Forums.

Rachel, AT&T Community Specialist.

 

ACE - Master

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10.9K Messages

1 month ago

File a BBB complaint.  That should resolve the situation.

4 Messages

1 month ago

ATTHelp, I've been through that process multiple times.  It worked fine on other devices we had on the account, but this one phone seems to be stuck.  

I've been on the phone for almost an hour at this point, just today and no one seems to know what is going on.  

I think the BBB complaint might be my best route at this point, if it will get it resolved.  Currently I am on my 5th transfer within an hour call.  

Community Support

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232.7K Messages

1 month ago

Hello @crossinmo77, your contribution to AT&T is highly valued, we get where you're coming from,  and want to change your experience with us.

After reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our
Contact Us page (https://www.att.com/support/contact-us/) to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  

 

We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

 

Thank you for contacting AT&T Community Forums.

Rachel, AT&T Community Specialist

4 Messages

1 month ago

Good suggestion LOL....after 80 minutes on the phone with your "customer service," they were still unable to help me and advised me to go to a physical store.  Where I will continue to get a run-around that they cannot help me.  

THIS right here, is why we are no longer AT&T customers.  

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