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25.7K Messages

Fri, Sep 9, 2016 10:23 PM

ETF Paid Not Able to Request Device Unlock

In summary, a customer service rep for another carrier submitted a port request before I notified AT&T of my intent to cancel my contract. I later found out that the port request triggered an automatic cancellation of my account. After several frustrating phone calls, lots of confliciting information by customer service reps and being without a working cell phone for multiple weeks, I have finally been allowed to pay my ETF. Twenty-four hours after making final payment, I again went online to submit a device unlock request.  I have now gone from getting a message saying that my account has been canceled to getting a message stating that I can not request that my phone (an iPhone 6 plus that I purchased in full from the AT&T store when I entered into the 2 year service contract) becuase I am under contract.  1) Why has my account gone from being canceled to showing that I am still under contract? and 2) Why, after making final payment (including my ETF fee) in full am I unable to submit my device unlock request?  

ATTHelp

Community Support

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200.7K Messages

Il y a 6 y

Hey @SooDone!

 

Sorry to hear about the trouble with your unlock request! After paying your ETF you should be able to request it, however sometimes the website decides to make things more complicated than they need to be!

 

My apologies for that, we would be happy to help you request the unlock!

 

Keep an eye on your inbox, we’ll be in touch soon!

 

Tim, AT&T Community Specialist

Anonymous

New Member

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25.7K Messages

Il y a 6 y

Thank you, Tim. I appreciate you responding to my post. I was able to proceed with the unlock request and subsequent device unlock a couple of days after this post.  I am no longer an AT&T customer, at this point.  

 

Its unfortunate that this process was so arduous. Customer service was inconsistent, offering conflicting information.  I also think that the various software platforms involved aren't as efficient as they should be - a lot of lag time. 

 

Again, thank you for reaching out. 

 

 

Contributor

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2 Messages

Il y a 6 y

i am on the same boat now. I paid my ETF last 11/26, 24-hours after to date, the system is still saying my line is still under contract and need to pay the ETF before it can be unlocked. I called 611 too many times but either being passed onto another specialist or the call get disconnected. 

MicCheck

ACE - Expert

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12K Messages

Il y a 6 y


@sirjune wrote:

i am on the same boat now. I paid my ETF last 11/26, 24-hours after to date, the system is still saying my line is still under contract and need to pay the ETF before it can be unlocked. I called 611 too many times but either being passed onto another specialist or the call get disconnected. 


With the weekend, making a payment 11/26 is essentially the same as making it 11/28. Try again in a few days. 

ATTHelp

Community Support

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200.7K Messages

Il y a 6 y

Hey @sirjune!

 

My apologies for the delay this is causing you! If the website still has not updated your ETF payment status, please send us a private message here!

 

We’re glad to help out!

 

 

Rafael, AT&T Community Specialist

Tutor

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4 Messages

Il y a 6 y

Hello,

I'm trying to unlock my AT&T Iphone 6 plus from AT&T and I'm not getting anywhere with calling them for 3 weeks now!

Every one of the representatives provides a different story and the ETF that I authorize them to withdraw gets posted to my existing AT&T (home internet account) because I no longer have a wireless service with them.

Help!

Thanks.

ACE - Sage

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100.4K Messages

Il y a 6 y

@Haixia

If you left ATT, you have to pay your final wireless bill before you can unlock any phones.  

 

 

Tutor

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4 Messages

Il y a 6 y

@lizdance40

Hi,

Believe me I've tried to pay the bill, but the payment wrongly gets posted to my existing AT&T (house internet service) account and does not get applied to ETF of the phone. My remaining AT&T service (house internet) is already paid in full. Thus, I can never get to the "paid" status to unlock the Iphone.

I had to close the wireless account in order to port my number over to the new carrier. And now, since the account is closed, AT&T does not know where to put the ETF payment!

Please help if you know how to get around this "silly" accounting problem they are having.

Thanks.

ACE - Sage

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100.4K Messages

Il y a 6 y

Final bill....

Have they sent you a final bill?    

You cannot pay the bill until it is produced and they won't just make one up on demand.  

 

Tutor

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4 Messages

Il y a 6 y

@lizdance40

No, they have not sent me a final bill. I've just logged into the account online and made sure it is paid in-full.

I see that you are saying I should wait until the closing of their montly billing cycle before they access the ETF (which they have already told me is $125 over the phone, but they have no accounting slot to post it!). Sounds like an accounting black-hole until the computer tells them its time to pay.

 

What you are saying makes sense. I'll just continue to wait the rest of the month.

Thanks. Regards.

ATTHelp

Community Support

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200.7K Messages

Il y a 6 y

Hi @Haixia,

 

I am very sorry to hear you have been having issues with your device unlock for the last 3 weeks. I understand how important it is to have a phone unlocked as soon as possible. There are a few things we can do in order to ensure the phone is unlocked as quickly as possible.

 

If the account was cancelled within the last 30 days, the final bill will be sent to you. The bill will include the remaining installment balance or early termination fee for the device. The amount will need to be paid in full in order to have the phone unlocked. If you have not received the bill, or would like to pay it sooner, you can visit the nearest AT&T Company Store. An agent would be more than happy to pull up your wireless account and ensure the device gets paid off.

 

Hey @lizdance40, Thanks for providing feedback on this device unlock issue as well. We greatly appreciate the help!

 

If you have any further questions we would be happy to help answer them. Have a wonderful rest of your day!

 

Rafael, AT&T Community Specialist

ACE - Sage

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100.4K Messages

Il y a 6 y

@Haixia   

Your new carrier would have the same policy, unless you went to google Fi.  

We recommend moving carriers 2-3 days before the end of a bill cycle, or change the bill cycle.

 

Tutor

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4 Messages

Il y a 6 y

@lizdance40 @attcares

Hi,

Thanks.

I've tried the retail store route and they have sent me back to talk to the ATT 800 number (which of course has not gotten anywhere!).

 

BTW, I ported my number out of AT&T two days before the end of AT&T billing cycle which should have sped up this long > one month cycle to a few days, but it's 3 weeks and counting with no final bill and nobody at AT&T knowing what to do!

 

I'll just wait till the end of the billing cycle to see the bill.

 

Thanks.

 

Contributor

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1 Message

Il y a 5 y

I am having the same issue. I paid my ETF in full and still no luck unlocking the phone through the website. Att store rep tells me I can go to the Apple Store and get it unlocked there which sounded ridiculous to me but I thought I'd give it a shot. Of course the Apple Store says they are unable to do so. I paid the ETF ALMOST A MONTH AGO!!! Please help!!!!

ACE - Sage

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100.4K Messages

Il y a 5 y

@Rchung10  What message are you getting if you are denied unlocking?

 

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