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Unlock request approved, but phone is still locked to AT&T

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Unlock request approved, but phone is still locked to AT&T

Hi there,

I am not an AT&T customer, but I received a Samsung S8 Plus from my brother that was used on AT&T. I have been going around in circles trying get it unlocked so I can use it on Boost for about 3 months. Boost tells me the phone should work on their network once it's unlocked. My brother has requested the phone be unlocked at least 3 times, and i have done it twice. Every time, it is approved, and we are sent the same unlock code. But there's nowhere to enter it. With a Boost sim card in the phone, it starts up with the AT&T logo and apps and wants me to set up an AT&T account.

 

I've called a store and been told I need to wait for a third email AFTER the "unlock approved" email for it to work. I've gone to a store and been told there was nothing they could do but request it to be unlocked again. I spent an hour and a half on the phone with a rep who eventually said my brother should just request another unlock because mine wasn't associated with the original account, or something to that effect. I called again tonight and a rep straight up said, "Nothing we can do, sorry." I can't understand how the company the phone is locked to is either unable or unwilling to help. 

 

I know for a fact that the phone is paid off. Every time i receive an unlock approved email, there are no instructions. It just says this:

 

"Unlock instructions:

 

Contact your manufacturer if you have additional questions.

 

Thanks for choosing us,
AT&T"
 
Samsung said they can't help either. I'm at a loss. Does anyone have any idea why this might be happening? Thanks in advance.
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Message 1 of 29
ACE - Sage

Re: Unlock request approved, but phone is still locked to AT&T

Boost is Sprint.  ATT android phones will not work on Sprint.  In fact with only a couple of exceptions, no ATT phone will work on Sprint or Verizon

 

(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.
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*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 2 of 29
ACE - Sage
Solution
Accepted by ACE - Sage (ACE - Sage)
Accepted by lizdance40
‎12-29-2017 4:37 AM

Re: Unlock request approved, but phone is still locked to AT&T

To complete unlock on Samsung phones, 

 

IMG_5477.JPG

(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 3 of 29

Re: Unlock request approved, but phone is still locked to AT&T

Thanks. I'm getting conflicting information on this, but assuming you're correct, the phone still seems to be locked to AT&T, and no one has any ideas on how to unlock it.

Message 4 of 29

Re: Unlock request approved, but phone is still locked to AT&T

Nothing happens when I enter anything on the keypad. The first AT&T rep I talked to gave me three or four different things to enter and nothing happens.

Message 5 of 29
ACE - Sage

Re: Unlock request approved, but phone is still locked to AT&T

For lack of a better idea...  https://forums.att.com/t5/Samsung-Discussion-Support/Unlock-code-for-galaxy-s3-does-not-work/m-p/396...

 

(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 6 of 29

Re: Unlock request approved, but phone is still locked to AT&T

Well, that's the first time entering anything in the keypad accomplished anything. It did take me to a debug screen, but all the options were different, and since I have no idea what I'm reading there, I figured I'd better not mess with it too much.

 

Anyway, thanks for trying. I am having the same frustration on the users on the thread you linked. AT&T is the only entity that can help me, and they're saying sorry, no idea. Kind of frustrating.

Message 7 of 29
ACE - Sage

Re: Unlock request approved, but phone is still locked to AT&T

Do some google searches on the issue.  Unfortunately, ATT did it’s part by providing the code.  If the phone isn’t responding correctly, it becomes a Samsung issue.  

The phone is still under warranty.  

Unlocking still would not make it compatible with Boost/Sprint, the G955A is GSM only.  

Had he purchased G955U, it would never have been locked and universally compatible 

 

 

(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 8 of 29

Re: Unlock request approved, but phone is still locked to AT&T

Thanks. I did some searching last night and though a lot of people seem to have had the same issue, I didn't really see a resolution. It is a G955U though. Even if I can't use it with my network, I'd still like to unlock it. But no matter what SIM card is in it, the prompt to enter the code just doesn't come up.

Message 9 of 29
ACE - Sage

Re: Unlock request approved, but phone is still locked to AT&T

If it’s a G955U, perhaps it’s not locked?  Does it have ATT boot screen animation?   Have you tried your SIM card and power cycled the phone?  

 

(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 10 of 29

Re: Unlock request approved, but phone is still locked to AT&T

Yep it still boots up with AT&T. I have tried power cycling, resetting, different SIM cards, starting it without the SIM card, starting it with the SIM card (all things the first AT&T rep had me do). The second one pretty much said tough luck. Her only suggestion was maybe my brother didn't actually pay the phone off (I know he did) or I send the phone back to him and have him go to an AT&T store and demand they fix it. But when I took it to a store, they said they couldn't do anything and sent me to the customer service line.

Message 11 of 29
ACE - Sage

Re: Unlock request approved, but phone is still locked to AT&T

Have your brother do a warranty claim with ATT or Samsung.  Replace the IMEI so it’s still eligible to be unlocked, then repeat.   ATT is given one code for an IMEI.  They (ATT) cannot fix it is Samsung mixed up the codes or some data entry error was made somewhere.   

 

(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 12 of 29

Re: Unlock request approved, but phone is still locked to AT&T

Thanks. I have a ticket in with Samsung even though the guy told me he didn't think they could do anything. I'll see what they say and go from there.

Message 13 of 29

Re: Unlock request approved, but phone is still locked to AT&T

Samsung says there's nothing they can do because all unlocking has to be done by AT&T. I feel like I can't get any of these reps to actually listen to what I'm saying. They keep telling me I need to enter/get the code, but not hearing that I have the code and there is nowhere to enter it. I'm about to give up and just save up for an unlocked phone!

Message 14 of 29

Re: Unlock request approved, but phone is still locked to AT&T

Well, it just gets weirder. I don't know what I did differently, but I entered #7465625*638*# on the keypad and it brought up the network unlock code screen. So I entered the code given by AT&T, hit enter, and got a successful unlock message. I don't know if I'm messing up after this point or what, but I completed the online process through Boost to swap devices, and the website instructed me to power the S8 back on and the activation process would begin. It still booted up with the AT&T logo and doesn't seem to recognize the Boost SIM. I felt like I got so close today...

Message 15 of 29
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