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nf15151913's profile

Tutor

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4 Messages

Sun, Sep 4, 2016 9:37 PM

6 ATTEMPTS TO UNLOCK MY DECEASED HUSBAND'S PHONE DENIED

I have made over 22 calls to AT&T to straighten out my billing since my husband died on July 18, 2016. After 14 calls, Customer Service finally did the transfer of billing responsibility to my Name. We had deactivated his phone number on our wireless bill the week after he died to save money. I took his phone to a store and they removed the SIM card and did not offer to buy it back. they suggested that I sell the phone. So I did. The recipient cannot activate the phone because she is not an ATT customer.  After 2 troubleshooting calls so reset the phone, I went to a ATT store. They told me about the website to request that the device be unlocked. They offered to buy it back, but I had already promised it to a friend. I have made 6 requests to unlock the device and each time it is DENIED because it is 'owned by someone else'. IT IS OWNED BY ME - I have the phone. As soon as our installments are paid on the other phones, I will be switching to another carrier. I am supposed to be able to grieve and instead I have the frustration of numerous calls to ATT and then the last issue is not getting resolved.  That will have to include Internet, cable, phone accounts as well.  

Gary L

ACE - Expert

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15.8K Messages

5 y ago

I'm sorry for your loss.

 

It takes about two weeks after the system has decided that the phone is not on a contract/owed to actually be able to unlock it, so if it's been less that 2 weeks since you got that part settled you may still hace unlocking problems (you didn't specify, but that's my best guess).

 

My 2 cents: Do not switch carriers because you are upset with them, switch because another carrier has better signal coverage where you need to be. Your phone is no good if you don't have the coverage that you need...

 

This is the AT&T community forum (not AT&T support).

jt212s

Professor

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1.1K Messages

5 y ago

Hi @nf15151913,

 

So sorry to hear about your loss.

 

I would also reach out to @ATTMobilityCare (click the username to open a pre-addressed private message). They're very helpful in situations like this where he main method of unlocking phones denies them when they're not supposed to. Just explain your situation, provide your contact details, and they should get in touch with you in a few days.

 

Justin

 

If this solved your problem, please consider accepting this as the solution so that it can help others in the future. Please remember that this is a customer forum and all of the answers we provide are through our own research, experience, or personal knowledge.

Tutor

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4 Messages

5 y ago

Thank you.  I finally, 9/10/2016 was able to unlock this phone.  

Contributor

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1 Message

5 y ago

I have a similar unlocking problem , what do l do if the phone has no contract but has been denied

yao

lizdance40

ACE - Sage

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89.3K Messages

5 y ago

@Frankie3095  What message was with the denial?  Moore information is needed.

Is the phone still in use on your account?  If no, unlock as a NON customer.

If yes, is it on the same line as originally activated/purchased?   If yes, call ATT and give them all the information so that they can hand process the unlock.  

 

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