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Troubleshoot your device issues
S

New Member

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6 Messages

Sunday, May 17th, 2020 10:28 AM

Issues with unlocking phone locked on AT&T

I tried to unlock my repaired phone (by LG/USA) using the AT&T unlocking service.

The phone was never activated on AT&T network.

After a week I received the following message:

The account owner info you entered doesn't match our records.

I would greatly appreciate getting your device how to solve the problem.

Shall I go to an AT&T store in order to get the unlocking code ?

Sara

ACE - Sage

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104.2K Messages

3 years ago

At&t stores cannot unlock phones.
The response from the unlock portal makes me think that you did not enter the correct information when requesting the unlock.
Did your IMEI change because LG replaced (not repaired) your phone?

New Member

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6 Messages

@lizdance40 

I believe that LG replaced the main board. The IMEI is new and different then the old one. LG insists that phone unlocking is a issue to be solved by AT&T (the network provider)

What can I do ?

ACE - Sage

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104.2K Messages

Lg is correct. Only AT&T can unlock your phone.
However you need to call tech support and resolve the IMEI mismatch with AT&T before you can get your phone unlocked

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 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.

New Member

 • 

6 Messages

I believe that LG replaced the main board. The IMEI is new and different then the old one. LG insists that phone unlocking is a issue to be solved by AT&T (the network provider)

What can I do ?

New Member

 • 

6 Messages

what is the email of AT&T tech. support ?

ACE - Sage

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104.2K Messages

You cannot email AT&T, there is no support via email. You must call.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 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.

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