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Can't call customer service because out of country

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Can't call customer service because out of country

I need to "unlock"/"jailbreak" my phone, but it requests that I text a number that I cannot because I am out of the country. And this website won't give me another way to ask for help aside from calling. I did not think I needed a new SIM because I have a mobile wifi. But now I do.

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Message 1 of 12
Employee
Solution
Accepted by topic author
Accepted by idontwantthis
‎01-30-2019 1:58 AM

Re: Can't call customer service because out of country

if you meet the qualifications then click the link to request an unlock code

  • Your device isn’t reported lost or stolen, or involved with fraud.
  • You must complete your contract or installment plan (including early termination fees). Or, pay off an installment plan early and then make another unlock request in 24 hours.
  • Your device isn’t active on another AT&T account.
  • If you upgraded early, wait 14 days to unlock your old device. Business customers wait 30 days.
  • Your service must be active for at least 60 days with no past due or unpaid balance.
  • AT&T PREPAID (formerly GoPhone®) devices must have at least 6 months of active service.
  • If you’re military, we’ll ask you to email your TCS or PCS (Temporary / permanent change of station) documents for eligibility. You won’t have to complete installment plans or contracts.
  • If you have a business-owned device, your company must authorize you to unlock it.
  •  Go here if your phone meets all the requirements https://www.att.com/deviceunlock/#/
-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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Message 2 of 12
ACE - Sage

Re: Can't call customer service because out of country

Jailbreaking has nothing to do with a legit carrier unlocking of a phone.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 3 of 12

Re: Can't call customer service because out of country

@Constructive I'm sure you have to go through these steps to make sure people are doing things right. But this is exactly what I did before, and exactly why I can't get my unlock code, because I cannot send or receive texts or phone calls so I cannot receive an IMEI number.

Message 4 of 12

Re: Can't call customer service because out of country

Thanks @lizdance40, just didn't know the correct term. And did not want to be confused with being able to get past my lock screen to my home screen on my phone.

Message 5 of 12
ACE - Sage

Re: Can't call customer service because out of country

Gotcha.

so many terms for so many locks 

screen lock

user lock (iCloud or google)

PUK lock 

carrier lock

boot lock

carriers only control the PUK and carrier lock. 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 6 of 12
ACE - Expert

Re: Can't call customer service because out of country


@idontwantthis wrote:

@Constructive I'm sure you have to go through these steps to make sure people are doing things right. But this is exactly what I did before, and exactly why I can't get my unlock code, because I cannot send or receive texts or phone calls so I cannot receive an IMEI number.


You should not need to text to get your phone’s imei. That info should be somewhere on your phone in the phone settings.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 12
ACE - Sage

Re: Can't call customer service because out of country

@idontwantthis 

The IMEI is in your phone settings under about phone or general, about phone.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 12

Re: Can't call customer service because out of country

@lizdance40 @sandblaster Thank you both. Literally the website says "Dial *#06# on your device to find your IMEI."
No other explanation. soooo Thought that was it.

Message 9 of 12
ACE - Sage

Re: Can't call customer service because out of country

Pretty sure that only works with At&t service in the USA, never tried it.  

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 12

Re: Can't call customer service because out of country

@lizdance40Well I called people who contact tech support dunces, and here I am, a dunce. I didn't see the star before the hashtags *#06# will bring up the IMEI without calling anyone. #06# will try to call whatever number that is, and of course, not work. Though the instructions could just tell you to go into settings and find it there. But whatever. All figured out. Thanks again.

Message 11 of 12
Contributor

Re: Can't call customer service because out of country

I have been locked out and now have to wait 24 hours which I can not do. I have changed the wireless code so now I am able to log in do what I need to do to unlock my phone. How can I speed up that process and get it done today 

Message 12 of 12
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