Help with unlocking a device
Yes. I have gone through the device-unlock portal. I have called the support line and brought the device into a retail AT&T store.
My phone broke a while back, my friend gave me his old phone that he bought from AT&T. It was paid in full on a prepaid plan. After upgrading, he of course canceled the aforementioned plan. The device is locked by AT&T and I use a different carrier. My friend doesn't have the old sim card he used to use and his AT&T account was just his phone number (https://www.paygonline.com/ was the URL of the website he had to log in at). Because he canceled his plan, and therefore his phone number, his account doesn't exist anymore.
The device is not on any active AT&T account, but despite that when attempting to go through the Unlock Portal, it claims the device is active on an account. We called support, they told us to bring it into a physical location, I did that and they told me that they couldn't find the device on any account and it shouldn't be giving me problems so I should call support again.
My carrier has everything good to go with a working active sim card, the only thing holding me back is this.
Now I'm in a loop of "Use the online unlock portal" and then being redirected to different people telling me to ask the other person again.
How do I get this resolved?