Contributor
•
2 Messages
Request to unlock an AT&T device was not approved / inaccurate justification
Received today:
Thank you for contacting AT&T about unlocking your Alcatel OT510A device. We can't complete your request at this time because the device hasn't had active paid service for at least six months.
Well, it's just not true, my account summary with ATT Gophone show a balance of $2.21 cent and my plan expires on June 6th 2017.
The Email also says:
This is an automated email. If you reply to this address, we won't get it.
Two questions:
1/ How do I appeal ATT's decision ?
2/ What regulation says I should have active paid service in the first place?
ATTHelp
Community Support
•
231.4K Messages
7 years ago
Hi there @Murene!
Unlocking your device from our network can certainly pose a lot of benefits to take advantage of. I completely understand your concern in getting this process done as easy as possible. I am here to help.
For a GoPhone account, the device must participate in at least 6 months of paid services prior to unlock. You don’t have to currently have active service if the device has already completed at least 6 months of paid services. We can always look further into this unlock matter together. Please be on the lookout for a private message from me. You will receive this in your Forums Inbox.
I hope to speak soon!
Shenoah, AT&T Community Specialist
0
0
Murene
Contributor
•
2 Messages
7 years ago
"the device must participate in at least 6 months of paid services prior to unlock" This is vague. Does it have to uninterrupted or cumulative? Cumulative, I certainly meet this criterion, I had it since 2014.
0
0
ATTHelp
Community Support
•
231.4K Messages
7 years ago
Hi there @Murene,
I will be glad to help clear up the specifics of the six month requirement!
The device will need to have paid services for at least six months since the initial date of activation. The Cumulative time on the network would be used to determine if the device meets the six month requirement.
Let me know if you have any additional questions!
Shenoah, AT&T Community Specialist
0
0