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K

New Member

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4 Messages

Thu, Aug 6, 2020 2:23 PM

Unlock SIM lock on iPhone.

Hello,

 

I've been a pre-paid customer with AT&T since 2018 and I bought my iPhone there. In March 2020 I broke this phone and bought a new one (iPhone XR) at AT&T. I immediately paid the full price of the phone and I was told to get a new pre-paid number with the phone, so I did. I also paid for one month of pre-paid service. Because of the corona crisis and because I am an international student I had to move back home in April to the Netherlands. I was told at the AT&T shop that after that one month of paid service I could request to unlock my SIM. It is important that I don't have a SIM lock on my phone because AT&T doesn't have service or shops in my country, so I need to be able to put another SIM in.

 

After one month of the service I requested to unlock the phone, but this got denied because, according to the website, I had to pay TWO months of service before unlocking. I tried to pay for another month of service, but I found out you need an account for that. Since the plan was to just pay one month of service, I did not make an account in March. So I tried to make an account, but to make an account you need to receive a text from AT&T to verify... since I don't have service in the Netherlands I wasn't able to get a text and therefore not able to make an account and I wasn't able to pay for the second month of service.

 

I then called in help from a friend who was still in the USA. She went to an AT&T store and asked the person for help to pay this second month. He was able to help us and I paid for my second month of service through the phone with my creditcard. After another month, I tried unlocking my SIM again. And again this was denied, and it now claimed that I needed to have SIX months of service before unlocking.

 

With help again from my friend we called AT&T support line, since I'm not able to call that from the Netherlands. After being on the phone with someone for 50 minutes and her not giving me helpful advise, she HANG UP ON US.

 

At this point as you might understand I am really (Edited per community guidelines) off. I need someone to remove the SIM lock from my phone, because I haven't been able to use my phone for almost 5 months now. And I am not able to pay for the rest of the six months as I have explained before, because I don't have an account.

 

Please remove my SIM lock.

 

Kim Tielemans

Constructive

Employee

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29.9K Messages

2 years ago

prepaid requires 6 months of continuous service before eligible for unlock, im afraid you wont get your phone unlocked until its met, at&t will not budge on the requirement. the system is automated and there is no way for anyone to remove the lock or overide the computer an FYI your 6 months starts over after one month of not having service so you paid 2 months but havent had service for 5 months you now have to start over at 6 months

New Member

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4 Messages

2 years ago

An ATT employer told my friend that there are exemptions and that this should be an exemption. I was planning on paying for longer, but a world wide pandemic made me go home and now I have no way to pay for these six months. 

Constructive

Employee

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29.9K Messages

2 years ago

they were wrong there are no exceptions except active military deployment individuals. in 15 years with at&t ive never seen them approve an exception

New Member

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4 Messages

2 years ago

So there is an exemption, use it. I have been over this with multiple employers for over 5 months. You have to do something cause it’s you guys’ fault that I was wrongly informed. And I’ve paid a lot for a phone and service that I’m not able to use because of AT&T’s fault.

sandblaster

ACE - Expert

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60.8K Messages

2 years ago

The 6 month requirement for prepaid is intended for phones sold at a discount as prepaid. The iPhone you bought is not sold at a discount or as prepaid. Since you paid full retail price for your phone, you can get an exception to the 6 month requirement but it is not easy, especially from abroad. The best way to get the exception would be to file an FCC or BBB complaint.

New Member

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4 Messages

2 years ago

Thank you! How do I do that?

GLIMMERMAN76

ACE - Expert

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23.5K Messages

2 years ago

Google it..

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