Device unlock portal

Has the “not a customer” option been disabled? I have tried every instruction given by AT&T, still get the “oops experiencing network difficulties”. This has been going on for a week now. I spoke with an ATTcares social media manager and she said I have to wait until the sites back up. But from the 100’s of post stating the same issue dating back a few years, it looks like it’s not truly an error. I’ve unlocked phones with AT&T twice before, now it’s almost impossible. And yes, the phone is paid off and eligible so that generic message doesn’t help. How can a communications company have an “unresolved error” for months and years?