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.
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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