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Device Unlock Error - AT&T says IMEI number doesn't match a compatible device

Mentor

Device Unlock Error - AT&T says IMEI number doesn't match a compatible device

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.

 

Markus

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Message 1 of 160
Tutor

Re: iPhone 6 Device Unlock Error - AT

So I have been trying for over a week as well. Put in a ticket with AT&T 5 days ago and have heard nothing. So frustrated I went to the local AT&T store last night and it was beyond horrible! We ended up just walking out because they were so nasty and mean to us. Just rude! Can't believe they have jobs. Once I finally get this resolved, we plan on writing to whom ever about these issues and their lack of customer service. Just sad that hundreds of people have this issue and AT&T is the only carrier that is giving issues.
Well they lost a whole house hold last night. We've been loyal AT&T customers for 16 years and that means nothing!
Sad sad sad!
Bye AT&T
Message 31 of 160
Mentor

Re: iPhone 6 Device Unlock Error - AT

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.

Message 32 of 160

Re: iPhone 6 Device Unlock Error - AT&T says IMEI number doesn't match a compatible device

I'm also having the same issue! Why is ATT going through this surge in unlocking problems? Something needs to be corrected in the departments handling these matters.

I also have opened a case to which I'm hoping I can get a resolution asap. This is a time sensitive manner for me. Would love for ATT cares to come to my rescue as well.
Tags (2)
Message 33 of 160

Re: iPhone 6 Device Unlock Error - AT&T says IMEI number doesn't match a compatible device

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.

Message 34 of 160
Voyager

Re: iPhone 6 Device Unlock Error - AT&T says IMEI number doesn't match a compatible device

I am having the same issue I've tried the unlock request twice now I received a request confirmation which I submitted both times with no reply when I checked the status it said it's doesn't matched a compatible device my iPhone 6 has been paid off for about 6 months
Message 35 of 160
Voyager

Re: iPhone 6 Device Unlock Error - AT

I may have to try the FCC route if I do not here back soon
Message 36 of 160
Tutor

Re: iPhone 6 Device Unlock Error - AT

I'm right there with you! I tweeted last night how upset I was with AT&T and someone direct messaged me at 8:30am saying they would help. I sent all the info The asked and never heard back...it's now 10:57pm. I've truly had it with them. From there terrible customer service and rudeness, to try and scheme their way out of doing the right thing! I am so glad I am jumping ship and I'm bringing a lot of people with me!
Message 37 of 160

Re: iPhone 6 Device Unlock Error - AT

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"

Message 38 of 160
Contributor

Re: iPhone 6 Device Unlock Error - AT&T says IMEI number doesn't match a compatible device


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.
Thanks

Message 39 of 160

Re: iPhone 6 Device Unlock Error - AT&T says IMEI number doesn't match a compatible device

How long after you submitted the complaint did you get your phone unlocked?

Message 40 of 160
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