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

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iPhone 6 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 136
Contributor

unlock request denied IMEI doesn't match a device that's currently on AT&T network

I am current AT&T customer, i am having a hard time unlocking my Iphone 7 plus. I paid off my installment payment plan. I have requested the unlock twice online and a 3rd time by phone with a AT&T representative. The 3 e-mails i received came back with the same message

( WE'RE  UNABLE TO APPROVE YOUR REQUEST BECAUSE THE IMEI DOESN'T MATCH A DEVICE THAT'S CURRENTLY ON  AT&T NETWORK. )

 

I have no idea why i get this message when i bought the phone from AT&T. The phone is paid off in full amount.

All i want is to unlock the phone. 

Message 81 of 136
ACE - Expert

Re: unlock request denied IMEI doesn't match a device that's currently on AT&T network

AT&T has reporte hey are having troube with the unlock portal causing that error. Your only other option is to private message  @ATTMobilityCare with your account and contact information and concern. They should be able help.

This is a user to user forum. I am a user, just like almost everyone else on the site.
*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 82 of 136
Contributor

Re: unlock request denied IMEI doesn't match a device that's currently on AT&T network

Thank you for taking your time to answer. That will be my next step.

Message 83 of 136
Contributor

Reporting ATT also- Subscriber info doesn't match their records

I've been trying to unlock my 3 of my phones for 8 days now. Five brand new attempts. First day they told me not to write a ticket because it would take 5 days for their "team" to unlock. I did it online for 48 hour turnaround. Eight days later I was turned down four times stating the subscriber info doesn't match their records. I've been w them for 14 years. Their service doesn't work in my house as of a year ago. They don't prorate- so they keep you in limbo so you won't leave them and you will get stuck paying another full month if they keep you in limbo long enough. I've heard these excuses in last 8 days: Only 1 of my 3 confirmations I replied to was received as there was a "glitch" in their system- try again. Next I got a system error on their part- try again. Next I had a rep put in my info on 3 phones. I got a reply stating my info did not match their records cuz he spelled my first name wrong- try again. Then I received 5 emails stating my subscriber info did not match their records again. Called again, rep told me it's probably because I tried so many times in 8 days. What? I have spent 10 hours submitting these and calling - being put on hold- disconnected. Promised call backs- never got them. Supervisor yesterday said I needed to submit ticket- 8 days after I was told not to on 3 phones- I own and have no contract now w them. But they remain locked. Last I was told I would hear back in 3 -5 days and ATT was having major issues w their customers requests for unlock getting wrong replies or error messages. She confirmed they DO NOT prorate. So on the 12th I pay for a month and I'm stuck in a new billing cycle for a whole other month till April 12th. I've been a loyal customer for 14 years. Their service does not work in my house. I need to change carriers due to this issue. I have one bar and half my calls disconnect. I feel I am being held hostage w my own property. Lastly, I have lost rebates and specials totaling $600 w new carrier due to ATT. I'm very dissapointed and frustrated. Shame on ATT.
Message 84 of 136
Contributor

Re: Reporting ATT also- Subscriber info doesn't match their records

Day 1: submited 4 online requests.

Day 2: denied on all 4, REsubmited

Day 3: denied again, called Support and after one rude and unprofessional rep that ended up hanging up on me after I asked to talk to the manager, I was able to get a normal one that filed an escalated ticket, but for only 1 phone although I've asked for all 4.

Day 7: got message that that 1 got approved, however another call to support revealed that 3 more cases needed to be filed.

Day 12: apperantly they need to ask Apple for codes and are waiting back

Day 15: got 3 out of 4 approved, BUT when I go with their procedure of "backup, erase, restore" and it's still locked even after recieving approval.

At this point it is also starting to cost me monet and AT&T their reputation!

Message 85 of 136
Contributor

Re: unlock request denied IMEI doesn't match a device that's currently on AT&T network

@kdfederer 

I got in touch witch @ATTMobilityCare. In the mean while i kept waiting the respond. I decided to give the online unlock request another shot. 

When i did shortly after that i received an e-mail back stating the request was approved and the device was unlocked. Im sure you probably know by now but the online system seems to be back in service. 

For any one else trying to get the device unlocked and still receiving the denied request try getting in contact with @ATTMobilityCare and private message them. 

Thanks again. 

Message 86 of 136
Community Support

Re: unlock request denied IMEI doesn't match a device that's currently on AT&T network

Hey All,

 

I do apologize for the issues with the unlock process and the delays it has caused. We had a problem with our Device Unlock Portal; however, it has now been fixed.

 

Several of the customers we were working with have reported being able to get their devices unlocked from it since the patch on Monday. If you are still needing your device unlocked, can you please try through the Unlock Portal again, and let us know the outcome? We greatly appreciate all your help with this.

 

Michelle, AT&T Community Specialist

Employee Contributor*
*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.
Tags (1)
Message 87 of 136
Contributor

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

Hi,

 

I cannot unlock my phone which used to be on the ATT network until the account was canceled please help.  

 

I received the following error message, please help me: 

We're unable to approve your request because the IMEI number provided doesn't match a device that's currently on the AT&T network..

Message 88 of 136
Contributor

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

I am still having this issue with over a dozen requests

Message 89 of 136

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

How do you contact @ATTMobilityCare?

Message 90 of 136
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