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VickyD's profile



1 Message

Wednesday, February 14th, 2018 8:33 PM

Unlocking replacement phone after 30 days

I requested a replacement for a lost I-phone, and paid my insurance deductible. 

When the replacement phone came, I had emergent surgery and my dad died 2 weeks later.

When I tried to activate the phone Asurion and then ATT refused to unlock the phone because it was

more than 30 days after receipt of the phone.  No where on the Asurion information that was received with the phone, did it say it had to be unlocked within 30 days, or that the phone would be a "pre-owned" replacement. The phone I received still has someone else's lock screen. I called ATT and spoke to an ATT supervisor who was rude, aggressive and extremely unprofessional.  He threatened that if I sent the phone back he would charge me a $950 "non-compliance fee".   He refused to let me speak to his supervisor.

I am paying for a new I-phone that ATT & Asurion refuses to unlock, and a line that I can't use. After 20 years with this company, if this is not fixed I will pay off the phones.....and go somewhere else.

Any thoughts??

Community Support


231.4K Messages

6 years ago

Hello @VickyD,

Thank you for reaching out to us about your recent experience you have had with filing an Insurance claim as well unlocking the device.  Our condolences are with you and yours for your recent loss.  We apologize for any hassle which has taken place, especially during the hard times you have faced.  I can help guide you on this to get you the best resolution!

Receiving a replacement device can always raise questions.  It is good to get all the proper details and be aware of the necessary answers.  Please click here for Asurion’s FAQs and under What type of device will I receive as a replacement?; you will see information for their replacement devices.  

Please also review the device unlocking requirements by clicking here and then click eligible to unlock to review the necessary time frame in which a phone can be unlocked.  Although this device wasn’t an upgrade, with it being a replacement, it will still have a certain time frame which needs to pass in order for it to be unlock eligible. This is in case the replacement device needs to be returned to Asurion.

Due to the nature of your situation, I will be sending you a Private Message to gather further details.  Please look for this message in your Forum’s inbox. 


Adam, AT&T Community Specialist

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