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iPhone XS Max Unlock

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iPhone XS Max Unlock

Hi,

I live and work between LA and France. I used to have two different phones but I recently purchased an iPhone XS Max hoping to combine them. I paid that phone upfront and bought it on eBay knowing it was an ATT locked version. I've ported my phone number to AT&T a few weeks ago and the store said I should go for the Prepay option which I did. I explained them that I wanted to have ATT as the eSim and put my French SIM card in it and they said I should contact customer service to make an unlock request which I did. I have now called numerous times and spent hours with them, the case got denied but a few days ago someone told me that he had talk to the supervisor and that they were going to do an exception and that my phone would be unlocked in two days. Case number is CM20190225_139837935 . When I called back yesterday they said that the case has been denied and that I have to wait 6 months since I'm on prepaid. the representative said that if I was switching to a plan it would be reduced to 60 days minus what the time I had already my phone for or maybe even before. At this point I'm honestly ok to switch to a plan but want to make sure they will unlock my phone if I commit as I really need to access to at least my text messages from my other sim as I have sold the other phones to pay for this one which was $1500. I don't understand how it is possible that after paying such a high price for a phone and being a client they can keep you prisoner and not even allow you to use the main feature of the iPhone XS which is the dual sim functionality. I need to be able to be reached by my European clients and that's why I bought that phone.

PLEASE HELP!

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Message 1 of 14
Administrator
Solution
Accepted by Administrator (Administrator)
Accepted by ATTKevin
‎03-06-2019 11:17 AM

Re: iPhone XS Max Unlock

Hello @olivierLA75,

 

We can definitely provide you with some more information about the unlock process. The cell phone will need to meet all of our Eligibility requirements before it can be unlocked. One of the requirements is that the device needs to be active for 6 months with PREPAID service, or 60 days with postpaid service. To check and see that all of the eligibility requirements have been met for your wireless device, we recommend that you contact the original seller for more information. Once you've confirmed that all of the requirements have been met, you can Submit an unlock request with our device unlock portal. Let us know if you have any other questions or concerns.
 
Sean, AT&T Community Specialist

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Message 2 of 14
Contributor

Re: iPhone XS Max Unlock

Question - if I just paid off the device , do I need to continue to wait for 60 days to unlock the device?  Doesn't seem to make much sense.  I'm having an issue where I activated a new phone on AT&T and then due to work had to port the number over to another carrier.  I've paid off the installment plan and am having issues unlocking the device.  It was active maybe 35-40 days.

Message 3 of 14
ACE - Sage
Solution
Accepted by Community Manager (Community Manager)
Accepted by ATTDmitriyCM
‎06-27-2019 2:09 PM

Re: iPhone XS Max Unlock


@wjpooley wrote:

Question - if I just paid off the device , do I need to continue to wait for 60 days to unlock the device?  Doesn't seem to make much sense.  I'm having an issue where I activated a new phone on AT&T and then due to work had to port the number over to another carrier.  I've paid off the installment plan and am having issues unlocking the device.  It was active maybe 35-40 days.


If your account is brand new, yes, you have to wait 60 days.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
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Message 4 of 14

Re: iPhone XS Max Unlock

This solution doesn't help me.  I asked for help:


Today I asked a question on these forums & it was moved & falsely marked answered, even though it wasn't, by the staff. Permalink:
https://forums.att.com/t5/Apple/iPhone-Unlocking-Questions-and-Discussion/m-p/5897980/highlight/true...

The mover refuses contact: "Please note that @ATTCares no longer accepts private messages. "

Message 5 of 14

Re: iPhone XS Max Unlock

I'd like a staff member to contact me to look into this further.

Message 6 of 14
ACE - Sage

Re: iPhone XS Max Unlock


@AboutToGoPostal wrote:

This solution doesn't help me.  I asked for help:


Today I asked a question on these forums & it was moved & falsely marked answered, even though it wasn't, by the staff. Permalink:
https://forums.att.com/t5/Apple/iPhone-Unlocking-Questions-and-Discussion/m-p/5897980/highlight/true...

The mover refuses contact: "Please note that @ATTCares no longer accepts private messages. "


1.  Not your thread.  The answer is marked for the OP, not the 2 later questions.

2.  ATTCares does not moderate, that’s done by a 3rd party, who does not answer questions. 

3.  ATTCares no longer accepts PM, that’s true. 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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 7 of 14

Re: iPhone XS Max Unlock

>2. ATTCares does not moderate, that’s done by a 3rd party, who does not answer questions. 

Prove it.  Are you conncted to said 3rd party?

 

My question is now in a thread marked as answered. So no one but you is paying it any attention.

 

:-(

Message 8 of 14

Re: iPhone XS Max Unlock

>1. Not your thread. The answer is marked for the OP, not the 2 later questions.

 

Complete nonsense.  It's hidden in a thread with >350 PAGES of other posts.

Message 9 of 14
ACE - Expert

Re: iPhone XS Max Unlock

Your not going to get this fixed on here...  File a FCC complaint and wait for Att to contact you.

Award for Community Excellence 2019 Achiever*
*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.
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