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sma267's profile

Contributor

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3 Messages

Thursday, December 13th, 2018 9:29 PM

Device Unlock not being processed in a timely manner

I submitted my device unlock request yesterday and when I tried to follow up on it today it took me talking to 3 different people to find out that it will take a week.  The FCC says that it should be two business days and https://forums.att.com/t5/Windows-Phone/Unlock-Phone-Things-To-Know-From-AT-amp-T/m-p/5330376 agrees with this.  So why does customer service say that it is a week long process?  My phone is paid and my account is up to date. This should be a matter of minutes and instead, I'm looking at filing a complaint just on the principal of the issue alone.  Why does this take so long and how can I get this resolved in an actual timely manner?

Associated Member

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82 Messages

5 years ago

hello,

 

You made the request online by your own or someone over the phone/chat created a case for you?

 

when it is make online it take a couple of hours, sometimes only minutes.

 

when the request is create over the phone it could take a couple of days for some reason,

 

If you made the request online, I recommend to check you email junk/spam folder. Or sometimes the system fails to send the unlock confirmation email even it was approve.

Contributor

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3 Messages

5 years ago

Hi,

 

That is honestly the exact opposite of what I was told by the last person I spoke to.  I initially did an online request well over 24 hours ago and received no email so I contacted customer support and was told request submit online take 5 days.  They told me they would try to speed up the process but it would still take several days.  There is nothing in my junk folder, I've checked.  Again my phone is paid off and my monthly bill is current.  According to the FCC this is a two day deal MAX.  How do I get this resolved today?

Contributor

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3 Messages

5 years ago

Actually it’s fine. I filed a complaint with the FCC since no one I’ve spoken to at AT&T could give me acurate information and often gave me conflicting information. My phone according to AT&T’s website and the FCC should be unlocked with in two business days and I’ve been told that it won’t. I hope someone at AT&T can figure this out. 

Associated Member

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82 Messages

5 years ago

The only possible way might be ask them to transfer you to mobility technical support, sometimes they can make an override and unlock device right away.

 

 Ok, hopefully they will get unlock asap so you can use them.

 

 

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