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The Samsung Galaxy S24
Jakenjack's profile

New Member

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3 Messages

Tuesday, June 21st, 2022 7:59 AM

It looks like your device is on an installment plan and you haven’t paid it off yet.

Have had my phone for 5 years now, bought from a non ATT retailer. Have chatted with ATT tech support 3 times, each time was told that they'd address it. Last time was with someone from billing, who saw that I haven't owed payments or been on a service plan for this phone since 2017.

How to unlock my phone?

ACE - Sage

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117.6K Messages

2 years ago

Are you requesting as a customer, and have another phone with installments?  

New Member

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3 Messages

2 years ago

I'm a current customer with three phones/lines total with ATT. We're in the process of moving, and I want to use my GSM phone (and port my number) on a German network. Once I can get the phone unlocked, I'll activate it on the cell network over here and port this specific number to Google Voice.

None of our phones have installments - all were bought at a cell phone store for cash.

ACE - Sage

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117.6K Messages

2 years ago

Is it possible you're asking to unlock a phone that's not even locked and AT&T is clueless?

Was the phone purchased as part of a business plan?   

If you are sure the phone is still locked AT&T and you're not getting a proper response, file an FCC complaint online. F c c is going to require a u.s. contact number or an email.

New Member

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3 Messages

2 years ago

When I put the registered German SIM in it, it tells me that the phone is locked and it can't use the SIM.

The phone was purchased from a retail cell phone outlet (think "Cell Phone R Us") for cash. They carry phones from all different networks, didn't even contemplate getting an unlocked phone because I didn't know we'd be moving five years from then.

I've gotten a "proper" response each time, it just hasn't solved my problem. Each person assures me that they've figured out what the issue is... and here I sit, after two weeks and 3 separate hour plus long chats, with my phone still locked.

ETA: Not related to any business plan or account. Family plan, 4 lines. We've already unlocked and transferred my wife's phone/number with no issue. Purchased her phone from the same vendor at a different time.

(edited)

Community Support

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232.1K Messages

2 years ago

We'll be happy to look into the status of your unlock request @Jakenjack. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).
 
In the meantime, please ensure that your device meets all of the unlock criteria. It's possible, since you purchased your device from a third-party reseller, that the original owner never made sure that the device met these requirements.

 

Please keep an eye out for our DM. 

 

Darais, AT&T Community Specialist

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