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Susann23's profile

18 Messages

Saturday, October 21st, 2023 10:54 PM

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How to get sim unlock code for Microsoft surface duo

Hello trying to use my brand new sealed Microsoft surface duo phone which is locked to att with a tmobile sim card. After multiple attempts with att support and Microsoft support. They each keep telling me to call the other one. I am not an att customer, but after the run around I was willing to sign up with att just to be able to use the phone.

Turns out att has sunsetted the phone, so I can't use with service even if I wanted to. Given this fact I would thing that att would freely give unlock code to allow people to use other carrier. 

If att is listening to post, please help.

I have heard that others have been able to find success by contacting fcc. I would would really appreciate some guidance on how to go that route.

Help please!

Accepted Solution

ACE - Sage

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117K Messages

6 months ago

Again, they are wrong.

Unless this is a non-US model,  in which case it could not possibly be locked to AT&T and would work fine on T-Mobile as an unlocked device, it does work on AT&t.

There are only two models of the Microsoft Duo phone, both of them still work on AT&T.  The 1930 and 1995

This is the link to the PDF

https://www.google.com/url?sa=t&source=web&rct=j&opi=89978449&url=https://www.att.com/scmsassets/support/wireless/devices-working-on-att-network.pdf&ved=2ahUKEwjvuJuq8omCAxXIhIkEHcztDz4QFnoECCAQAQ&usg=AOvVaw2D1qZPNOc5CnArWq5xtN4d

ACE - Sage

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117K Messages

6 months ago

There are two Microsoft Duo phones the original, (1930), the the duo 2 (1995) both are capable of working on AT&T. So I don't know who told you they were 'sunset' and could not be used but that was wrong.

What you should have done is return the phone to wherever you bought it, and purchased an unlocked model.

Is the phone working on AT&T? If not why not? That phone is absolutely capable of working on AT&T especially if it is an AT&T model phone.  

You would have to have it on AT&T for at least 60 days(postpaid) 6 months (prepaid) before you can request that they unlock it. At that point it should register in the portal correctly

18 Messages

6 months ago

I actually went into the store. And I agreed to go ahead and sign up for service just to get it unlocked as you describe. But then they discovered that the device is on the sunset list and wouldn't work. They said because of its 3G capability. They said it would be blocked if it tried to connect to the network. The pulled up the device sunset list and showed me. They said Tmobile is the only carrier that has not sunsetted 3G phones. It's the Surface Duo 1 by the way. My point is that I was willing to sigh up fir service just to use it, but since they don't support the phone any longer they should allow me to change carriers. 

Community Support

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231.3K Messages

6 months ago

Hi there @susann23, we understand your concern, and we’re here to help. 

To answer your question, as Ace mentioned both the Microsoft Surface Duo 1930 and 1995 are compatible on AT&T network. We'd like to know the source from where you purchased your phone, so that we can assist your better solution.

 

Please click on the link http://sm.att.com/26c3457a device list which will work on AT&T

Thank you for contacting AT&T Community Forums.

Dominic, AT&T Community Specialist

 

18 Messages

6 months ago

I purchased it from Amazon over 9 months ago as a backup to my current surface. It was new in a sealed box. I still have the box and the receipt. My current surface (on the tmobile network) screen has cracked so I'm trying to now activate the new phone. My preference is to just have it unlocked so that I can take my Tmobile Sim out of the phone with a cracked screen and use in this new phone. However I understand that the phone was configured to att network for a purpose, so I am willing to sign up for att for few months to fulfill whatever requirements came with the phone. However when I went into the store and had this conversation with the rep. They looked it up and said that it was sun setted along with other phones that are configured for 3G. They then called customer support for me and asked that the phone be unlocked even though I'm not an att customer. The support person on the phone got my info and said that it would be done in 24-48 hours. Then when I got home I got an email saying that I have exceeded the allowed unlock attempts so they cannot unlock. I had tried 2 or 3 times before when I got bounced back and forth between att and Microsoft.

Im looking for some assistance with unlocking it strait out if possible, or willing to get att service for a couple of months and then get unlock to switch back to Tmobile.

Can you assist.?

ACE - Sage

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117K Messages

6 months ago

I cannot stress again that they are wrong. I gave you the link to AT&T's current whitelist which includes the model number for the device you purchased.  The list is correct. Anyone who tells you different is clueless.  

AT&T has minimum usage requirements. If you get prepaid it's 6 months.  AT&T has a 3-month plan and a 12 month plan.  

Microsoft cannot unlock devices.  No manufacturer can.

Well good luck with AT&T. But most likely they're going to continue to send you in circles saying the device is not registered on their network and therefore they can't process the unlock by its IMEI.

Community Support

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231.3K Messages

6 months ago

Hello! We hear you, so let's shed some information on this.

 

To answer your question, we don't have an option to unlock the device, as the device is purchased from a third-party seller, and is currently on a different service provider, 

 

In addition, like the Ace mentioned, the device must be active for a minimum 60 days on an AT&T postpaid plan, or 6 months on prepaid plan for unlock eligibility.

 

Hope this information helps you.

 

Thank you for visiting AT&T Community Forums!

Kelly, AT&T Community Specialist. 

 

 

18 Messages

6 months ago

Hi Kelly, here's the thing. The device was purchased from a third party but has never been on another provider. It's brand new, when I try to insert a Sim card from Tmobile I am prompted for an unlock code. I do believe that it is possible for either att or Microsoft to provide me with an unlock code, because my previous phone was also purchased from Amazon and I was provided an unlock cide by either att or Microsoft (I can't remember which) without a problem. So I know it can be done, just as it was done before. I get that att doesn't "want" to provide me the code until I've been a customer, so I'm willing to play along for 60 days and afterward end my service and receive an unlock code then. But as I said, I was told by reps in an att corporate store that any phone with 3G capability will be blocked by network and therefore my phone won't work even if I sign up for an account. They said most other carriers have also sunsetted 3G capable phones so at this point Tmobile is the only carrier that this phone will still work on. This was in store reps who told me this just this past Thursday. 

ACE - Sage

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117K Messages

6 months ago

But as I said, I was told by reps in an att corporate store that any phone with 3G capability will be blocked by network

Oh for gosh sakes...

I provided you with the white list which says the phone will work on ATT.

Here is the link to the AT&T IMEI check. It will either tell you that the phone is "Not compatible with AT&T"... Or it will offer to send you a SIM card because it is compatible with AT&T.

https://www.att.com/buy/byod/identify?devicetype=phone

🤦🏼‍♀️

And for the second time, manufacturers cannot unlock phones. Only the service provider

18 Messages

6 months ago

Sir, I heard everything thing you said so please stop repeating yourself. I get it, as far as you know, you don't know how to get the unlock code. I get it. I appreciate your inability to assist beyond that so please stop responding.. My last message was specifically addressed to Kelly because her understanding of this situation was incorrect. So please let the conversation continue with myself and other people who may actually be able to assist. I know it's difficult to fathom that someone else might have more information than you do but I humbly suggest that you leave room for that possibility in life and in general. Best! 

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