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M

New Member

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6 Messages

Thu, Apr 16, 2020 2:11 PM

Unlock

Hello.

I am not an ATT user. I have a strange problem. This is not my first time doing this. There have never been problems before. My phone works on AT&T 100% , "Carrier: US AT&T Puerto Rico and US Virgin Islands Activation PolicyCountry: US - United StatesSimlock: Locked", IMEI [EDITED per Community Guidelines] but when I try to unlock it through the portal, I get the message "Looks like the IMEI number you entered doesn’t match an AT&T device. Try entering it again. Dial *#06# on your mobile phone to make sure you have the right IMEI.", how can I unlock my phone? For reasons known to you, I cannot come because I am afraid of the virus. Please help!

ACE - Sage

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101.8K Messages

3 years ago

The IMEI for the phone is not listed in AT&T system. There are some possible reasons for this, the first seems less likely, and it would be that the phone has never been activated on AT&T. Anther possibility is that the phone has been inactive for an extended time, and IMEI unregistered. A very common reason is that a phone has been replaced by warranty or insurance, and the IMEI AT&T has registered in their system does not match the actual one for your (replacement) phone.

The solution unfortunately is to call AT&T and speak with tech support. There are fewer employees to help during this pandemic, and a very high call volume. So be prepared for a lengthy time on hold. If anything comes up in the phone tree allowing you to ask for technical support or troubleshooting, that's is the button you push
ATTHelp

Community Support

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203.5K Messages

3 years ago

Greetings @magrus007,

 

We're sorry to hear your troubles with unlocking your device. We'd recommend you making sure your device meets the eligibility requirements

 

Jacob, AT&T Community Specialist

New Member

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6 Messages

@ATTHelp Hello. My phone meets all the unlock requirements. It is activated in the ATT network. However, I can’t unlock it!

ATTHelp

Community Support

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203.5K Messages

Hello @magrus007,

 

Thank you for reaching back out to us.

 

We'll need some more details in order for us to better assist you:

  • Where exactly did you purchase your cell phone from?
  • How long was the cell phone active on your wireless account with AT&T?
  • Also, when you say that you're not an AT&T user, do you no longer have an active wireless account with AT&T, or have you never had wireless service with us?

Please let us know.

 

We look forward to hearing back from you.

 

Sean, AT&T Community Specialist

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Contributor

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6 Messages

@magrus007 Hello. You bought "US Reseller Policy" Iphone. It should be activated only US SIM-card. After activation it locks on carrier you used. I have same problem. in AT&T base "IMEI not found"

New Member

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6 Messages

@ATTHelp Hello. My phone was bought new in the USA, without a contract. The phone is not in the black list, it is easy to check on the website https://swappa.com/. I am not a user of AT&T. My phone is not tied to any accounts. I don’t want to contact companies that unlock phones remotely, I don’t want to use various chips to unlock them. I didn’t break anything, the phone is clean. I just want to use my phone.

ACE - Sage

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101.8K Messages

I can keep watching you an AT&T fumble around, they asking pointless questions, and you replying even though it won't resolve the problem. I could , but it does not amuse. It annoys. AT&T should have offered a private message to manually process the unlock.

🙄
AT&T cannot process an unlock through the computer portal if the IMEI is not registered. All this back and forth on the form does is frustrate you. They (AT&T) has to manually locate your IMEI in order to start the unlock process.
( how many days have you been back and forth with them now?)
🙄🤦🏼‍♀️

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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