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Anonymous
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25.7K Messages

Fri, Mar 31, 2017 5:25 PM

Paid off husbands S7 Edge, requested for unlock and was denied twice.

Two reps have both investigated my account and agree that my husbands phone can be unlocked, both have sent requests for me. I got an email back twice within less than a few hours stating it can't be unlocked because: 

  • If you are under contract you must complete the contract period before your device can be unlocked.
  • If you paid full price for your AT&T device and are a postpaid customer you must have at least 60 days of service with AT&T.

Which is neither. I called a third time and am stuck on hold with an agent who is even more frustrating. I tell him I want to unlock my phone and he checks the IMEI and says "Yes, your phone is locked. Can you tell me what you did to get it locked?" .....??? Okay? I didn't do anything, I know its locked I need an unlock code. I tell him I'm going out of the country and would like to use an international sim and he says "Okay, give me the number to the international SIM." I don't even have one yet. Then he asks me what country I'm going to, is that even necessary information?? I just want to know why my phone can't be unlocked. I have paid it off, I'm not on contract. I've been an AT&T customer since 2011. I'm getting a little frustrated with this. 

ATTHelp

Community Support

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200.3K Messages

6年前

Hey anonymous,
 
Unlocking your phone should always be easy and efficiently handled. I am sorry to hear about the trouble you are going through and I can help you get it unlocked!
 
Thank you for providing detailed information about the situation and letting us know you meet the eligibility requirements, this will help us get your unlock request processed much faster!
 
I also want to make sure you have been fully taken care of. I will be sending you a private message directly to your Forum Inbox, so I can gather more information. I look forward to working with you so I can resolve this!
 
I hope to hear from you soon. Have a nice day.
 
Adrian, AT&T Community Specialist
ATTHelp

Community Support

 • 

200.3K Messages

6年前

Hey there @Brndnfox79,

 

Service issues can definitely be a roadblock. I would be happy to help you get this straightened out!

 

I appreciate you providing the specific error you are seeing to help us understand exactly what you’re experiencing!

 

We have a great way to fix calling problems. Please visit our Troubleshoot and Resolve Tool. You will need to select your device make and model for the correct prompts to guide you.

 

For the full list of how to program your APNs to ours, check this link. Please keep in mind, if you have already configured the settings and are not able to use your device, your phone may not be compatible on our network. I greatly apologize if this may cause you any inconvenience!

 

Please let us know how it goes. I definitely want to be assured you can use our services with no problem!

 

Have a great weekend.

 

Adrian, AT&T Community Specialist

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