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jgeragh

New Member

 • 

20 Messages

Tue, Jan 7, 2020 3:54 AM

Go Phone Unlock?

Okay, I am reaching out on this forum as last resort since multiple calls to support and use of online chat have resulted in a very poor consumer experience.

I was an ATT customer for many years and held multiple devices including 2 Go Phones that were in service for well over 6 months. The phones are now 2+ years old and I would like to use them as a backup device or when traveling out of the country. It seems like a reasonable request especially since they are older devices and have been paid for many times over in past charges as an ATT customer. However, multiple attempts to get these devices unlocked results in frustration as I am routed back to the automated unlock portal which denies the unlock stating them must be in-use for 6 months. The one device was in use for almost 2 years! I have an ATT account statement showing the service and yet this was not recognized and I was simply told to go down to a local ATT store (they have no authority to unlock phones).

Is there no exception process that handles what would be a valid request outside of the automated portal?

Responses

sandblaster

ACE - Expert

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36K Messages

3 months ago

The requirement to unlock a go phone is 6 months of prepaid service. Since prepaid does not have account statements, I’m guessing your service was postpaid. Unfortunately, postpaid service does not satisfy the requirement.

Award for Community Excellence 2019 Achiever*
*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.
jgeragh

New Member

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20 Messages

This Go Phone was associated with my standing account which included other lines by the local ATT store in my area and was billed via my ATT wireless statement which I can indeed furnish upon request. The local store salesperson even indicated that it was not a normal Go Phone provisioning. So I paid for this line and phone for over a year and you are saying sorry, we cannot unlock, really, that is the extent of the service - no exception processing. If so I guess my leaving ATT was the right choice after all. I will be sure to pass along this experience to the various tech communities I am associated with to ensure there is awareness of this "postpaid service limitation"

jgeragh

New Member

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20 Messages

@ATTHelp

I would like to understand if there is an exception process that can be leveraged since this phone was in service and under contract for well beyond the required 6 months. This Samsung Go Phone was associated with my ATT wireless account by an ATT employee. The phone is an older model and has been paid for by me as the customer. Why would this be an issue? Calling support simply results in scripted response to use the unlock portal which only results in deny since this would have to be managed as an exception. No one has escalated or opened a ticket for back office to manage the unlock request?? It is clear given the many unlock requests within this forum that it is a problematic process that is not getting proper customer service.

sandblaster

ACE - Expert

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36K Messages

@jgeragh Your best chance of getting an exception is to file an FCC complaint. Just FYI, we’ve seen other complaints of customers buying prepaid phones but using them on postpaid and have never have heard of anyone get an exception.

Award for Community Excellence 2019 Achiever*
*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.
Constructive

Employee

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8K Messages

if you buy a prepaid go phone and immediately put in a postpaid SIM card and use it for 6 years. That discounted go phone even after 6 years of postpaid service will still need 6 months uninterrupted service on prepaid to unlock. There is no process to waive the 6 month requirement

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
jgeragh

New Member

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20 Messages

3 months ago

@sandblaster TY for the response it appears FCC complaint that is the next course of action.

Constructive

Employee

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8K Messages

no I don’t. They have requirements that need to be met. You bought a prepaid phone at a deep discount and did not fulfill the requirements I have several gophones I purchased after having lost or broken my expensive phone not wanting to pay a ton more money that will never be unlocked.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
jgeragh

New Member

 • 

20 Messages

3 months ago

@Constructive Do you not see a broken service management process here?

sandblaster

ACE - Expert

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36K Messages

I agree with you, especially since postpaid costs more than prepaid. Six months usage on either should satisfy the requirement.

Award for Community Excellence 2019 Achiever*
*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.
Constructive

Employee

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8K Messages

I was wondering how long it would take to pull the employee card. I am a customer here no more no less it doesn’t matter what brand phone it is a go phone is a go phone and yes there were iPhone go phones all go phones are sold at a discount. For prepaid. You asking me to rally change is no different than you asking the Walmart greeter to rally change for return policies.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
jgeragh

New Member

 • 

20 Messages

3 months ago

@Constructive Perhaps you have not read the entire post - this is a Galaxy Express 3 - no steep discount here - the device was on the postpaid plan for almost 2 years. If we were talking about an iPhone I could see your point. Hanging your hat on policy rather than what should reasonably be expected is shortsighted. The bottom line is the policy should be enhanced based on the true value of the device and whether it was satisfied. Forward-thinking service management is what is needed and underscores the very essence of customer service and a corporation's commitment to the environment sad that you have multiple devices sitting around. Perhaps as an employee, you could sponsor a process improvement suggestion!

GLIMMERMAN76

ACE - Expert

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19.2K Messages

Um was the galaxy express 3 a gophone? Yes it was... Did you really think that phone cost 49.00 dollars? ATT does not care if a gophone is used on a postpaid plan why should they. But they do care about if its used for 6 months of prepaid service because that is exactly what is printed on the packaging of the phone.

Award for Community Excellence 2019 Achiever*
*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.
Constructive

Employee

 • 

8K Messages

@GLIMMERMAN76 thank you 👍

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
jgeragh

New Member

 • 

20 Messages

3 months ago

@Constructive and I was likewise wondering how long it would take before you would simply say "nothing more I can do". However, I remain optimistic having worked for ATT myself and knowing that process improvement initiatives can be driven by any employee who works for ATT or Walmart for that matter. Outside of that, I will also file my FCC compliant, which could be just "spitting in the ocean" but given the number of complaints within this forum on this topic I feel obligated. That said nothing personal here - just business and in my estimation bad business.

Constructive

Employee

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8K Messages

actually most people who file get things resolved quickly it gets you a call from the highest authority the office of the president.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
jgeragh

New Member

 • 

20 Messages

3 months ago

@GLIMMERMAN76 ahh, no, clearly I did not and obviously you have not read this entire post. I would not expect you would - small and critical minds come to small conclusions. Get a clue folks unless you challenge the status quo things never change. Just because it is a "policy" does not mean it should remain.

The real device cost:

https://flipsy.com/article/90/the-samsung-galaxy-express-3-is-here-release-date-specs-price-and-more

GLIMMERMAN76

ACE - Expert

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19.2K Messages

what are you challenging? The legal fine print? Yeah your wasting your time and effort. It's a cheap piece of junk phone period. The real retail cost of that phone is more in the 250 dollar range if not sold as a gophone.

Award for Community Excellence 2019 Achiever*
*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.
jgeragh

New Member

 • 

20 Messages

This is beyond a single cheap GoPhone and is more about corporate policy and contributing to the environment in a positive way

In July of 2019, Verizon changed its previous policy of selling most phones unlocked to one where devices come unlocked for at least 60 days after purchase. The new policy, aimed at combating fraud and theft, applies to both postpaid and prepaid phones. Once you've had your Verizon phone for at least 60 days, Verizon will automatically unlock your phone and you'll be able to take it to another carrier.

Time to get a clue ATT and stop holding the consumer hostage!

​https://www.whistleout.com/CellPhones/Guides/verizon-unlocking-guide

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