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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 5 y

Good morning @Rchung10!

 

I am so sorry to learn you have also been experiencing issues with your unlock request after paying the early termination fee. I know how important it is to get your device unlocked in a timely manner. I would be more than happy to assist you in getting this resolved!

 

In order to look into this, can you please send me a private message to @ATTMobilityCare. In this message, can you please include your full name, account & phone number. Also, the IMEI of the device you are trying to unlock will be greatly appreciated.

 

Thank you for taking the time to reach out to us! I look forward to working with you, and getting this taken care of. I wish you a wonderful rest of your day!

 

Austin, AT&T Community Specialist

Voyager

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3 Messages

Il y a 5 y

I also am having the same problem. I was under the grandfathered iphone unlimited data plan and eligible to have my ETF waived if I cancelled within 60 days, which I did. My billing cycle ended May 1 and as soon as the bill with the ETF appeared I called and was transferred around until someone transferred me to a busy signal. Smiley Sad

 

So I used the chat feature and that person was able to get his manager to waive the ETF and had me verify that my account showed $0 due. This was on May 5 and he assured me I could now submit my unlock request. I have tried every day since then and every time I get: "This device isn’t eligible to be unlocked now because it’s still under contract.
To review the contract log in to your account.
To pay the early termination fee and unlock the device, call 800.331.0500 or dial 611 from your AT&T wireless phone.
You can submit a new request 24 hours after making the payment."

 

Two days ago I tried the chat feature again and this representative told me he would open a case to get it unlocked. Yesterday I received this email regarding that case: 

"Thank you for contacting AT&T Customer Care about unlocking your AT&T Mobile device:
CASE: [deleted]
IMEI: [deleted]

Thank you for contacting AT&T Customer Care about unlocking your AT&T mobile device. We cannot complete your request for one of the following reasons:

  • If you are under contract you must complete the contract period before your device can be unlocked.
  • If you paid full price for your AT&T device and are a postpaid customer you must have at least 60 days of service with AT&T."

I found this thread and saw a post from AT&T asking a poster to PM them the details, so I sent a PM yesterday to the same address and it still shows as unread, although I see that account has posted in this thread today.

 

What else can I do? I followed every step I was told to take. When I log into my AT&T account there's a message that says "Your wireless service is canceled. There's no balance due." When I view the final bill it shows charges of $143.03, payment of $143.03, balance due $0.00 "no payment required." 

ATTHelp

Community Support

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200.7K Messages

Il y a 5 y

Hi there @princeville!

 

Thank you so much for reaching out to us here on the Community Forums. Thank you for providing me with the details of what is occurring with your device unlock request. It would be a pleasure to assist you in getting this resolved.

 

If you have already sent us a private message, I’ll be sure to keep an eye out for it. As soon as I receive it, I will be sure to message you back with any further details I may need. Thank you so much for taking the time to find this thread!

 

I look forward to receiving your message, and wish you a wonderful rest of your day!

 

Austin, AT&T Community Specialist

Voyager

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3 Messages

Il y a 5 y

Thanks for your help, Austin. I just replied to your PM. 

Voyager

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3 Messages

Il y a 5 y

 I just wanted to follow up and let anyone know that happens upon this thread that Austin was able to help me and my phone is now unlocked. This is definitely the way to go to find someone that understands the problem and can do something about it! Thanks again!

Contributor

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1 Message

Il y a 4 y

Unfortunately I am having the same problem.  I have laid the account balance in full and still it gives me a message saying that I haven't paid my account off. Any help would be appreciated!

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