For the mom who gives us everything - Mother's Day gifts that connects us.
Need help understanding your bill?
K

New Member

 • 

3 Messages

Wednesday, January 26th, 2022 4:27 PM

Lack of Military Support Unlocking Phone While on Orders

Beyond disappointed. I’ve now wasted about 10 hours on the phone with customer service and have gotten nowhere. Supposedly a supervisor is calling me today, we will see if that happens. My husband deployed so we requested a phone unlock at the beginning of Jan and submitted orders three times and it still hasn’t happened. I’ve now been told by several reps the device has to be paid off and that goes against their own military policy. It’s not about the money but rather the principle. I should have researched this company before because I found many many threads on this. I will be paying off 4 phones and canceling everything to include my internet and cable. The icing on the cake was having to ask for a supervisor 5 times before they would actually comply. If you’re military…beware. 

Accepted Solution

Official Solution

ACE - Expert

 • 

14.2K Messages

2 years ago

Send an email to the military support group listed here: https://www.att.com/support/article/wireless/KM1046235

ACE - Sage

 • 

117.1K Messages

2 years ago

Did you request the unlock through the regular website and check the box at the bottom that says you are active military member?

Phones do not have to be paid off to be unlocked for deployed military personnel and some deployed government employees. But you do have to fill out the unlock request correctly and submit documentation.   Since you're probably getting military discount on your account that documentation is probably already on file.

New Member

 • 

3 Messages

2 years ago

That was where the requests were made. Interesting, I post on here and magically his phone is now unlocked hmmm. Smh 

Former Employee

 • 

32.9K Messages

2 years ago

That’s odd since this is a customer populated forum not AT&T. 

New Member

 • 

3 Messages

2 years ago

I’m just glad it’s resolved. This has been frustrating since the beginning of the month. 

ACE - Expert

 • 

14.2K Messages

2 years ago

That is quite a coincidence. 

Going forward, don't hesitate to use the email in the link I posted above. For all its faults, AT&T is really responsive to Military Personnel and Veterans, especially deployed members of the service. 

New Member

 • 

3 Messages

2 years ago

I have been running into the same issue. Hours on the line using wifi calling only with no phone service on my deployment to Bahrain. Just had a ticket submitted to be resolved within 30 DAYS!!! I left verizon because of their poor support during my deployments but this is far worse. I'm gonna have to buy a burner just so work doesn't get on my case while I keep working the issue. Steer clear from ATT military folks.

ACE - Sage

 • 

117.1K Messages

2 years ago

Did you use the emails,  linked in the solution post?   

Or unlock your phone by checking the box that indicates you are active military?  ( something that can be done at any time, you don't have to wait for deployment orders) 

New Member

 • 

3 Messages

2 years ago

I've used emails and sent orders in but it hasn't gotten me anywhere yet.

Unfortunately each time i try to fill out the online form on the att/unlock webpage I get an error message that states"incorrect information", which I can only assume is happening prior to the military box check step.

i've called at least a half dozen times and it seems most of the customer service aren't even aware of their own unlock policy or haven't even heard of the military support team.

this whole thing is a mess and my command is about to make me buy a new phone. 

New Member

 • 

3 Messages

2 years ago

wanted to post an update.

i was able to get my phone unlocked. I ended up submitting a ticket to have my phone unlocked in conjunction with faxing my orders.

it took over a week but I was able to get it done.

i recommend folks get their phones unlocked prior to leaving on deployment or PCS, or buying unlocked phones when time is of the essence.

thanks everyone

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.