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The Samsung Galaxy S24
sls64's profile

2 Messages

Thursday, February 1st, 2024 1:10 PM

Unlock a Galaxy S 20

I purchase a AT&T phone on eBay from a reputable reseller, which I have bought phones from before. I received the new phone sealed in Factory box. I followed AT&T instructions for requesting a unlock code for my phone. I received a email a few minutes later requesting that I call your customer service talk to the agent she did the same thing I did and it locked us out for 24 hours she said take it to an AT&T dealer they tried again and told me I'd have to go to a authorized AT&T store I did and they said there was nothing they could do. I am on day four now is there any way to find out if this phone is blacklisted unpaid, or stolen other than using your useless unlock requests

ACE - Sage

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118.2K Messages

4 months ago

You already know what to do 😑 return to this reputable eBay store and get your money back.

When you requested the unlock through the portal, which is the only place you can do so, what response did you get when you got denied?

AT&T will not help people who've purchased phones through third parties to get the phones unlocked.  If the phone has not been registered on AT&T the IMEI isn't even in the portal, So the IMEI comes back as not an AT&T phone, not eligible to be unlocked

If it's Not paid off or blacklisted, you are stuck and the phone should go back.  AT&T has every right to keep a phone locked if it has not been paid off. And the previous owner had every right to have it blacklisted if it was lost or stolen from them.   AT&T cannot help you.

(edited)

2 Messages

4 months ago

I would agree with you if I got an answer but all I've gotten is that the phone has been tried to many times to unlock which was done by the a AT&T agents I spoken to on the phone and at the store . it says try after 24 hours and now I am on day 4 the unlock site does not reset after 24 hours it's just frustrating their website is useless and phone agents are inept and stores are only interested in new customers AT&T at its best

ACE - Sage

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118.2K Messages

4 months ago

And yet the answer is still AT&T will not help you unlock the phone because you are not the original purchaser of the phone, you are apparently not an AT&T customer. And the phone is likely not registered in the unlock portal.

Send the phone back and get your money back. And don't buy AT&T phones. Especially not off eBay.  eBay is no longer a safe place to buy phones in general, but definitely not an AT&T branded phone.

AT&T's unpaid device policy went into effect in October of 2022. It means even if the phone is intended to work on AT&T, if it's still under installments, they will not allow you to use it on a different AT&T account.  (This also affects AT&T MVNOs)  It's essentially a financial blacklist for phone that's not yet paid off.   

While an S20 is likely to have been paid off. Because it is still  locked, and AT&T does not assist those who did not purchase from them and who are not their customer, you are in a never-ending loop of no support.

Community Support

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232.8K Messages

4 months ago

Hey there @sls64,

We'd be glad to help you unlock your device.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page: https://www.att.com/support/contact-us/, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

 

Thank you for visiting the AT&T Community Forums.

 

JamesR, Community Forums Specialist. 

ACE - Sage

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118.2K Messages

4 months ago

🤦🏼‍♀️

Unless the original poster is an AT&T customer, this is an exercise in frustration for them. Because every time they contact AT&T they're going to be asked for a phone number or other information related to an AT&T account.  

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