- edited 11-25-2019 11:33 AM by ATTCommunityTea
I can't unlock my iPhone 6 (which is out of contract) because AT&T claim the IMEI number dosn't match a compatible device. This is the error message that I have been getting 3 times in a row:
"Your unlock request was denied because the IMEI number doesn’t match a device that’s compatible with the AT&T network.
Check the IMEI number by dialing *#06#, or check the device settings, and then submit a new request."
This is of course nonsense, since I have been using my iPhone on the AT&T network for 2 years. I triple checked the IMEI number and it is correct. The device gives me the same correct number either when I look it up through device settings or when I dial *#06#. This iPhone - purchased through Apple and activated through AT&T - was on a 2-year plan and is now paid off.
I really need to unlock this phone. Customer service can't or won't help. Why can't this issue not be fixed by a simple phone call?
Thanks in advance for any help.
Solved by: Go to Solution.
02-22-2017 6:26 AM
- edited 02-22-2017 3:40 PM
Here is what worked for me: Since it is a law that carriers must unlock a phone (with certain restrictions), I filed an FCC complaint and received call from someone on behalf or the president of ATT. Although the phone was unlocked an hour ago, he told me that he can unlock any phone from his side. I hope this helps someone. I hesitate to post a link to the FCC, but if you google it you can find it easily. I wish I had done this sooner.
02-22-2017 5:48 PM
02-22-2017 6:12 PM
I basically had to complain extra hard, and the customer service lady unlocked it on the spot. I'm now on another network that rhymes with horizon. They don't lock their phones. Buh-bye.
02-22-2017 7:12 PM
02-22-2017 7:59 PM
- edited 02-22-2017 8:34 PM
Okay to be fair: I had two phones that I needed to unlock. The first one was a iPhone 6S that I paid for outright and I knew for sure was qualified to be unlocked. I complained super hard because I was already paying for the new carrier. Customer service eventually unlocked it after pounding of fists.
Now I happened to have an extra locked iPhone 5 that I just bought off of eBay, and as such, I couldn't really use customer service escalation channels (and for all I knew, the eBay seller really didn't pay it off). These last couple days I submitted requests for it to be unlocked and I would get the standard "IMEI not compatible with our network" non sense, but I just tried it again today and it went through.
So it looks like there has been some progress but I'd rather they'd just come out and say "Hey there's an error in our system, we're working to fix it." instead of saying over and over "herr durr you gave us the wrong IMEI, you must be dumb"
- edited 02-23-2017 5:32 AM by Taylarie
It says device is not compatible with att but it is an att device that was on my acct for 2 yrs.
Att mobile [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.].
Contact me at mobile above.
02-22-2017 11:25 PM
How long after you submitted the complaint did you get your phone unlocked?