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jeacpa's profile

Contributor

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1 Message

Monday, April 2nd, 2018 1:25 AM

problems unlocking phone and PUK - unlock code no longer works, PUKs don't work

Hi,

Last summer, my wife went to Finland and wanted to use her phone.  We got the unlock code for the phone and they tried to unlock it and use a prepaid SIM card in Finland.  They could not get it unlock and so we just said forget it.

We did nothing until this month when we are again trying to unlock the phone.  We made a request using your online web page and it gave us the same unlock code for her Galaxy S7.

Unfortunately, this code does not work as it says the code is incorrect.  It then says, “SIM network PIN blocked. Enter SIM network PUK.  We called customer service and they gave us two PUKs that did not work.  after 30 minutes, the customer service rep said we should go to the AT&T store.  

The SIM card we are trying to use is from TMobile.  We called TMobile and they said we are having trouble because the phone is not fully unlocked.  So I called AT&T again and got to technically support.  They said because the unlock code was tried 5 times is is now permanently locked to AT&T.  But, according to your Public Policy by Joan Marsh, you unlock the phone if we meet the criteria - which we have.

I called AT&T again and spoke to CC in Technical support.  She said the phone is permanently locked and some of the things she was saying made me feel she did not fully understand the problem or how to solve it.  Then, after about 10 minutes, the phone hung up.  No doubt that was her saying, “I’m done”.  I have seen this type of resolution before - you just hand up and force the customer to call again.

Anyway,  please help me unlock this phone.  I look forward to your response.

Thanks,

James

ATTHelp

Community Support

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207.5K Messages

5 years ago

Hello @jeacpa,


It would be a pleasure reviewing the issue on the difficulty in getting the device unlocked.   This will require us to speak in a secure setting.


No worries, I am sending you a personal message located in the Forum's Inbox found to the upper right hand corner of this web page to gather more information.  We take your account specific information seriously and want to take all precautions to keep it safe.


Thank you for your patience and I look forward to speaking with you.


Georgia, AT&T Community Specialist

Contributor

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2 Messages

5 years ago

I have the same problem as described above.  I've spoken with ATT many times with no success.  What can I do?

Contributor

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1 Message

4 years ago

I purchased an unlocked galaxy s8+ phone in full cash and unfortunately had to replace it through Asurion insurance which rendered me an ATT NOTE 8. I am now left frustrated because after about 4 days on the phone and various "cases" put into ATT they continue to give me the wrong code even though the lock has been approved at least 3 times with the same code. I have been left frustrated and phoneless. I don't think this is appropriate cell phones cost upwards of $1000.00 these days especially high end ones and I don't intend to replace it simply because I have decided to leave AT&T at this point they have left me no choice but to report them to the FCC or BBB to get a resolution. 

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