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New Member

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3 Messages

Wed, Jan 6, 2021 1:49 AM

unlock

I have been trying to unlock my apple Iphone XR for three weeks now.  To say I am furious is an understatement.  The phone is paid off and has been for some time.  I purchased the phone from At&t in Feb. 2019.  In June 2019 the phone was replaced via apple care due to faulty charging port. I have used the phone without interruption since.   I have called At&T customer service 12 times now (chat and phone calls) and visited the local store 3 times.  My request continues to be denied because the IMEI does not match or is incompatible with AT&T.  That makes sense I guess since it is a replacement phone, however, I have been told time and again that it is being sent to the "back office" and have been assured it will be unlocked.  It never is.  This is illegal as far as I am concerned.  AT&T essentially has possession of my phone and refuses to release it.  Calling customer service is a fools errand at this point.  They are absolutely powerless it seems.  WHAT CAN I DO?   I will be filing a complaint with the FCC and BBB, but I want my phone unlocked.  Any suggestions? 

dwill05

ACE - Master

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6.9K Messages

2 y مضت

Filing a complaint with the BBB or FCC is the right course of action.

New Member

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3 Messages

2 y مضت

Thank you.  I am losing my mind.  

ACE - Sage

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100.3K Messages

2 y مضت

This is a common complaint when your phone is not the same one that was originally registered on your account. The IMEI of the phone you purchased no longer matches the device you actually have because it was replaced buy warranty or insurance

The solution is pretty simple, just call AT&T and explain to them that your device was replaced by warranty or insurance and your IMEI is different from the one that you purchased. Once the IMEI is corrected on your account, you should be able to submit an unlock request.

However :  if the response you're getting that the phone is not an AT&T device, that's unusual. If it were locked to AT&T it should come back as the device is active on someone else's account, or is in some other way not able to be unlocked. But you didn't get a denial oh, you got a response that the phone was not an AT&T device.

    That makes me think that is possible that you have an unlocked phone. You can test it by inserting the SIM card from a competing carrier.

    

(edited)

New Member

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3 Messages

2 y مضت


The message is that the IMEI number does not match their records.  I have explained tirelessly and in detail the dates on which I purchased the phone, from what store and the replacement through Applecare.  I have the original box and receipt and the original IMEI number and, of course, the current IMEI number.  I  have spoken with AT&T customer support (which is a misnomer) twice tonight.  Each time the call has been dropped as the rep is supposedly looking into the old IMEI number.  Seems hopeless to me.  I am out of my mind with rage. 

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