Troubleshoot your device issues
franksanchez08's profile

2 Messages

Monday, December 4th, 2023 5:51 AM


iPhone 14 pro sim Locked to ATT

I switched to ATT back in May of 2023 and had an installment plan on an iPhone 14pro. On November the 9th 2023 the device was malfunctioning and had to take it to the apple store and received a new device. Last month on November the 18th I paid off three phone which included the iPhone 14pro but att decided to not unlock the device and kept telling me it was because -can't unlock this device because we can’t locate it in our database of devices sold by AT&T. Please call us at 800.331.0500 for assistance.

I called them and told me only apple could unlock the device that I had to go to the store I bought it from to get it unlock.

I went to apple and they told me they could not unlock it that only att could do it.

I had a rep from apple and one from att and the att rep said he could not unlock it.

This is the most worse thing I have received from customer service from att. Then they would tell me wait 24 hours and nothing. Called again and they were on the phone literally 1.5 hours and told me that they could not unlock it. How? its you're network the device has been wiped by myself an apple rep at the store with a Mac and still shows locked.

My daughter was going to go over seas and att could not unlock it so that deifnetly upset me so I cancelled my service on the 30th of November. I guess Maybe sending an email to the FCC may get their attention in unlocking it. There should be no reason if I received a replacement device that I should be locked in for 60 MORE days.

Accepted Solution

ACE - Sage


116K Messages

3 months ago

Since you had the device replaced under warranty the IMEI is no longer the same. And it's not the one that AT&T financed. You simply need to call AT&T and let them know that you had the phone replaced under warranty by Apple and that the "new IMEIs are as follows". Once they correct the IMEI in their database, the phone would be a valid replacement and could be unlocked.

You should also check in settings, about, SIM status to see if the phone is locked at all.  If it says AT&T it is locked. If it says no SIM restrictions you have an unlocked replacement

Community Support


229.8K Messages

3 months ago

Hello @franksanchez08,

Thank you for reaching out to us. We understand your concern regarding unlocking the phone, we will be glad to help.

We are going to reach out to you in DM, and look into account details to see what is causing this issue. Please look out for a DM notification from us. 

We look forward to speaking with you!


Thank you, 

Kevin, AT&T Community Specialist.

2 Messages

3 months ago

Att has addressed the concern and device has been unlocked. 
Thanks for y’all’s help. 

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