Troubleshoot your device issues
C

New Member

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7 Messages

Thursday, September 24th, 2020 11:35 PM

unlock

I have not received any answer or suggestion to my previews post. I do not know why ATT is saying that they do not support my Alcatel flip phone that was bought on March 10 of this year. I have spent countless number of 

hours with ATT support and not being able to solve the issue. Can somebody explain what may be going on with this case ??? Thank You.

Juniper

ACE - Expert

 • 

30.5K Messages

2 years ago

This is a public forum of other customers so we don't have access to your case. For official support to see what is going on you call them.

ATTHelp

Community Support

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207.7K Messages

2 years ago

Hello @Chapito,

 

Thank you for your concern.

 

We're sorry for the delay of process for your unlock device request.

 

With more details, we'll be able to assist you to best of our ability:

  • Does your device meet all AT&T requirements for device unlock?
  • Is your account Postpaid or Prepaid?
  • Do you currently have a open case with AT&T regarding the concern?
  • Also, have you submitted Device Unlock Request online?

Please reach back out to us at your earliest convenience and we'll provide further assistance.

 

Jonye, AT&T Community Specialist 

 

 

New Member

 • 

7 Messages

2 years ago

Hello Jonye,

  • Does your device meet all AT&T requirements for device unlock?  Yes
  • Is your account Postpaid or Prepaid? Prepaid
  • Do you currently have a open case with AT&T regarding the concern? I received two mails without any content and made numeros numerous calls to try to solve the issue. In the last call that lasted about 2 hours Samia was the first to respond, and said that the problem seemed to be related to a lost phone or that the phone was stolen. Neither of that was true and I then asked to speak to a supervisor. They made me wait more than half an hour and finally Daniela answer and said that “the phone is no longer supported by ATT”. I was very surprised to hear that and asked her what to do? She said that I could try with Alcatel, and I had some dough as to whether it was I or ATT responsibility to take care of it.? She responded that she did not work for Alcatel and she did not know the outcome!!!!

     

    I then spoke to Alcatel got a case No. and was told that it is ATT responsibility to give the codes to their coustomers as each phone sold has included a code to unlock.

  • Also, have you submitted Device Unlock Request online? I have tried many times but the site does not take my phone number. 
  • The first post I sent had all of the information but was edited and some of the information got lost.

    Do you have a mail where I can send you all of the information in a secure  way ??  
  • Thank you , I hope you can intervine in this unfortunate situation.
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