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FrustratedUser123's profile

New Member

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3 Messages

Thursday, November 24th, 2022 3:58 PM

ATT Phone Trade in program and locked phone

I am not sure how AT&T customer care is so terrible. About 1.5 months back, I called up customer service to ask details about a trade in program to purchase a new IPhone (iphone 14 pro). At the time, I had asked if my new phone would be unlocked and I was told it would be. However, today, while I tried to add another SIM to use (a local SIM since I am travelling), I could not do that and that is when I learnt my phone is SIM locked. I called up customer care to resolve this issue and I was told I need to either wait 36 months till I finish paying the installments or pay the price of the phone (this does not make sense, because now I have lost my old phone to AT&T through trade in and I am paying full price for the phone, something which I could have done through the Apple website anyways). This is ridiculous. If I had known my phone would be locked, I would not have purchased my phone via AT&T at all. AT&T service has just been dissapointing and pathetic and now I am stuck with this service for 3 years. Good way to rope people in by providing misleading information. Is there anything that can be done to remedy this other than me waiting for 36 months or paying the full price of the phone?

Accepted Solution

Official Solution

ACE - Sage

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117.6K Messages

1 year ago

AT&T phones have always been locked until either the contract is complete or the phone has been paid off. It's always been this way this is nothing new. Once your credits start you can pay off the entire remaining installment balance and then unlock your phone. You will continue to get credits as long as you do not violate any of the other terms of the promotion.

So do NOT :

Upgrade your line before the 36 months

Cancel service

Port your phone number out which is the same as canceling service.

Suspend your phone line.

And do not risk changing your phone number either

New Member

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3 Messages

1 year ago

My problem is I was not told this and I ended up purchasing the phone. Had I known this, I would not have. I was misinformed which is frustrating. 

ACE - Sage

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117.6K Messages

1 year ago

I don't know who told you this, but from your original post it doesn't sound like they explained that your phone can be unlocked but only if you met the conditions I wrote. 

If you spoke to someone outside of the usa, they should be trained on AT&T policies, but that doesn't mean they are trained well. 

It's not the first time I've seen someone post here from ATT help Who provided incorrect information on long standing policies. 

New Member

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3 Messages

1 year ago

Thank you but this answer does not solve my problem and change my views about AT&T. I do not think I will recommend the service to anybody I know. Mis-communications like these have long standing effects at times, like in this case. I will continue with the service for as long as I can and then change my carrier. Not interested in being associated with AT&T for the long run with this lack of customer obsession

4 Messages

10 months ago

It's technically not your phone you didn't pay it off. You are leading it. Can't just leave att and take their property without paying in full. Your phone your traded in they tell you how much of it goes toward the phone your buying. That's with any phone company. Or any place you make payments for something. Always important to read everything. Because you literally should of had to sign a contract or paperwork to get the phone. You also agree to these terms when you signed up. 

ACE - Expert

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14.3K Messages

10 months ago

@ashleyc34 That's incorrect. When buying a phone on installments, the customer owns it from the first day. It is not a lease. They are responsible for paying for the phone in full, just like if they'd made the purchase on a credit card.

4 Messages

10 months ago

@MicCheck for you to be a expert helper you surely not up to date with stuff. ! 

ACE - Expert

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14.3K Messages

10 months ago

No company has leased out phones for years. If memory serves, Sprint was the only major carrier who ever did, and it hasn't even existed as a company for quite a few years now.

4 Messages

10 months ago

@MicCheck it's basically what it is. I'm not saying att calls it leased phone. But same thing. phone is locked til it's paid in full that's my point

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