12-27-2018 8:40 AM
I have an iPhone 6 Plus that was purchased by my daughter and it was paid in full when she upgraded. When I received it I purchased a prepaid plan and found AT&T does not have good service at my residence. I made an unlock request and received a message that stated it could not be unlocked until the phone was active on my plan for 6 months. I begrudgingly kept the phone active for the required 6 months and when I attempted to make another unlock request, I get the following message: Looks like your IMEI and phone number don't match. I don't understand how it matched before and now that I have fulfilled my obligation suddenly my IMEI and phone number don't match?
Solved by: Go to Solution.
12-28-2018 11:19 AM
We'd love to help. Here's things to know about unlocking your device through AT&T. Take a look at the list of requirements before your device can be unlocked. If it meets the requirements, please let us know so we can investigate further.
James, AT&T Community Specialist
- edited 12-29-2018 8:58 AM by Li_Jenn
Hi, all the requirements are met. When I initially requested the phone (iPhone 6s plus) to be unlocked it matched my IMEI to my phone number but I received a message stating the phone had not been active for six months and denied my request. After I completed six months of uninterrupted service I made another request but now I receive a message starting my IMEI and phone number don’t match.
IMEI: *************** Phone #: ***-***-****
Thank you for your help,
[Edited for privacy-This is a public forum. 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]
12-29-2018 9:19 AM
Obviouly they didn’t read your post. Most likely you made an error when you requested 2nd time.
Call ATT and ask for tech support. They can help manually process the request. Careful with the email address!
Tell them what you posted the first time. Since it was your daughters phone, fully paid on postpaid, they cannot keep it locked.
12-29-2018 9:47 AM
Let's look into that for you, @cryinblues!
To review your case, I'm sending you a private message (PM) which you can find simply by clicking the Forums Inbox (envelope icon) in the banner. Please respond to the message from ATTCares and verify your requested account details.
I look forward to assisting you!
Lar, AT&T Community Specialist
12-31-2018 10:06 AM
I’ve replied to all the private messages that only state they will help me after I check the requirements and use the unlock portal to make a request. I’ve followed the instructions and I keep getting the same error message but know one has actually made an attempt to help me. I just get the same messages over and over again.
02-04-2019 4:35 PM
I’ve been on the phone with att for four hours this weekend. They’ve constantly transferred me back and forth.
I finally got one rep that understood what was happening and even said she had the correct imei. She said she would transfer me to the tech team that can fix it.
...she transferred me to direct TV. Att is absolute trash and they’re just thwarting people that they suspect are leaving them.