Teacher
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10 Messages
AT&T back-office not following Customer Care agent's advice - Unlock Request
I am traveling internationally next week and I am frustrated with AT&T. Been their customer for ~13 yrs and getting junk in return. Any help or pointers would be appreciated.
Here are the facts:
- Trying to unlock iPhone 6 that I have had for 2+ years
- My online account says that I am eligible for upgrade
- Called customer service 4 times and EVERY agent agrees that I should be able to unlock as of 10/3/2016
- Self-service online unlock request doesn't get submitted and says account still under contract (no customer agent can see this)
- From my calls, agents put in service request for back-office to unlock the device (3 CMS# requests have already been created - latest one is CMS2016111_119765682)
- For each of the 3 requests, AT&T back-office rejects and closes it stating account is under contract
So, I am stuck unable to get device unlocked.
Thanks for your time to read and hopefully I can get some tips or resolution here...
LiveItEz
Teacher
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10 Messages
7 years ago
It still fails me how a phone that could be unlocked can now not be unlocked. Shouldn't capability to unlock be a one-way street ... once it's eligible, it should remain eligible for unlocking!
As for the carriers, on the contrary, I was paying a bit more to retain a separate account from my wife to maintain my # being registered with AT&T since I got it 12+ years back. Looks like, it has been worth zilch since being a long time customer is not of value to AT&T.
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formerlyknownas
ACE - Sage
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111K Messages
7 years ago
@LiveItEz
I agree and suggest you ask for an exception. They do it all the time for people who fulfill a postpaid contract, or buy full price, then use Gophone before unlocking the phone. Gophone triggers a 6 month lock. It can't differentiate between an "eligible to unlock" and any other ATT locked phone.
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jt212s
Professor
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1.1K Messages
7 years ago
I second asking for an exception. I've had plenty of exceptions made for me about random various waiting periods over the years of being a customer just by asking and explaining why. I think the forum team here would understand what's going on and be able to help you hopefully.
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LiveItEz
Teacher
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10 Messages
7 years ago
Posting closure for future such incidents ...
- Subsequent to tips here, I sent a private message to @ATTMobilityCare and never heard back till date
- After no response for a couple of days, I posted it on Facebook as well
- There after a couple of mismanaged attempts to understand Terry picked up my case
- I got a call and explained the situation - Terry was fantastic to have understood the absurdity of policies. I was offered a workaround with a promise to follow it up internally
- Got phone call update in a couple of days mentioning that she escalated it through management to back office to get my device unlocked as an exception
- Next day, I got back office email on instructions to unlock
- And, my device got finally UNLOCKED!!
I had given up on it and I was utmost happy that Terry understood the non-sensical block and pursued earnestly to get it unblocked.
HTH if someone runs into this type of case in future.
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Venkata
Contributor
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4 Messages
7 years ago
Do you have a contact information for Terry?
Thank you.
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LiveItEz
Teacher
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10 Messages
7 years ago
I would recommend that you post to FB and let them assign it accordingly.
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