Device Unlock while on Next Program (Galaxy Note 3)

Tutor

Device Unlock while on Next Program (Galaxy Note 3)

I travel extensively and have always had my phones unlocked by AT&T until today.  According to the CS rep @ 611, phones on the Next program cannot be unlocked because it does not meet the terms and conditions listed at /deviceunlock.

 

I asked to speak to his supervisor, and he seemed unsure but then agreed.  The folks at my local AT&T store were unaware of this and were the ones who confirmed I would be able to unlock during the purchase of the phone.

 

Is the above correct?  Can I not unlock the phone while on the Next program?? If so, why is this not communicated widely and made clear to dealers and CS personnel? 

 

It's a shame if AT&T can't resolve this because they'll lose my business.  I have multiple lines and services and have been a customer for over a decade.

Tags (3)
Message 1 of 18
Community Manager

Re: Device Unlock while on Next Program (Galaxy Note 3)

Hello brianwon,

 

I'm sorry you were misinformed by a store representative, if you can give me more details about that location, I'd be happy to reach out and educate them, you can send me a private message by clicking here. The answer a customer service representative gave you is correct, here is a list of requirements that must be met in order to unlock any device:

 

General Eligibility Requirements for Unlocking All AT&T Mobile Devices

AT&T will unlock an AT&T Mobile Device under the following circumstances:

  • The person requesting the unlock must be one of the following:
    • a current AT&T customer
    • a former AT&T customer who can provide the phone number or account number for the account
  • The AT&T Mobile Device was designed for use on AT&T's network.
  • The AT&T Mobile Device has been paid for in full.
  • The AT&T Mobile Device has not been reported lost or stolen.

 

This information is available to customers and employees here.

 

Please let me know if you have any other questions.

 

Thank you,

Dmitriy


Rethink Possible


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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.
Message 2 of 18
Tutor

Re: Device Unlock while on Next Program (Galaxy Note 3)

Wall Street @ Water in NYC.

But why is the "Paid in Full" part of the requirements??

Message 3 of 18
Employee

Re: Device Unlock while on Next Program (Galaxy Note 3)

This letter from our Vice President of Federal Regulatory may help explain it a bit.

http://www.attpublicpolicy.com/wireless/bottom-line-we-unlock-our-customers%E2%80%99-devices/

Keep in mind that like it says near the bottom, this is directly in line with the reccomendation from the White House.

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.
Message 4 of 18
Professor

Re: Device Unlock while on Next Program (Galaxy Note 3)


brianwon wrote:

Wall Street @ Water in NYC.

But why is the "Paid in Full" part of the requirements??


Why not? It seems reasonable to me.  Usually, one has to pay full price for an unlocked phone if they get it outside of a carrier (like at the Apple store). 

Message 5 of 18
Highlighted
Employee

Re: Device Unlock while on Next Program (Galaxy Note 3)

AT&T NEXT is a Lease Program.  (Or Lease to Buy if you choose to do so.)  It's like if you're leasing a car; they won't be giving you the title to the car unless you buy it out-right. Same goes for un-locking priviledges for the device.

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.
Message 6 of 18
Tutor

Re: Device Unlock while on Next Program (Galaxy Note 3)

ATT is just a liar!

I bought my iphone 5s under NEXT program and after several months paid it in full by accelerating the payment. But i'm not able to unlock anyway! I've called ATT customer service regarding this issue over 10 times now, spent over 20 hours on this but they still can't give me ANY reason that why it can't be unlocked! i'm now very angry about it. ATT seems to be just a liar about this stupid program!

Message 7 of 18
ACE - Expert

Re: Device Unlock while on Next Program (Galaxy Note 3)

Brand new models of phones are not unlocked for the first year or 2 in most instances.
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 8 of 18
Tutor

Re: Device Unlock while on Next Program (Galaxy Note 3)

Why brand new phones can't be unlocked? I purchased the phone and now I OWN it. How on earth ATT can lock my own property???

Message 9 of 18
ACE - Expert

Re: Device Unlock while on Next Program (Galaxy Note 3)

If you want a new phone unlocked, BUY THE UNLOCKED MODEL. Don't buy the locked one and expect AT&T to unlock it. They have requirements that do not allow new models to be unlocked for a period of time.
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 10 of 18
Tutor

Re: Device Unlock while on Next Program (Galaxy Note 3)

But that's very ridiculour isn't it?? ATT have explicit posting about requirements of unlock request, but even when customer fulfills all the requirements, they still deny the unlock request. What the heck logic is behind that???

Message 11 of 18
Teacher

Re: Device Unlock while on Next Program (Galaxy Note 3)

@ATTDmitriyCM , I tried to follow the link you provided and do an online unlock. It showed me the form how to do it myself. I just have to fill in the fields. I believe I am eligible based on the items you posted. However, I got his message and could nout submit the form.

 

"Currently, this device cannot be unlocked"

 

I think its ridiculous. It does not even tell you why it cant be unlocked.

Message 12 of 18
Employee

Re: Device Unlock while on Next Program (Galaxy Note 3)

I know some companies used to (prior to the new legal stuff) require minimum wait periods before releasing unlock codes for certain models. I don't if that's still true.

. What I do know is that between payments potentially being backed out within a few days and sometimes and extra couple of business days for the details to update for the unlocking team's systems. It would not surprise me, if you might need to wait a little bit and try again later to request the unlock, after you've finished paying off the phone.

 

Personally, if I still got a denied response after submitting it a week later, I'd request for an in depth research case, from customer care.

 

If you still keep getting a denied response, do you mind putting the reason given?

 

-Alex

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.
Message 13 of 18
Community Manager

Re: Device Unlock while on Next Program (Galaxy Note 3)

Hello @tomgutz 

 

You can send a private message to ATTCustomerCare and we can check for you. Some newer phones might not have unlock codes available right away, but since it's account specific, one of our social media care managers will need to assist you. Please include your name, phone number and the best time you can be reached.

 

Thank you,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

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.
Message 14 of 18
Contributor

Re: Device Unlock while on Next Program (Galaxy Note 3)

Hello @attdemitriyCM,

 

I was was hoping you may have some help with how to handle a galaxy note 3 unlock on the next plan with overseas military orders? We will not be canceling our contract but, we just need my husbands phone unlocked while deployed. I've called customer service countless times the last week and no one seems to be able to answer why they cannot unlock it on military orders...any suggestions? 

 

Thank you!

Message 15 of 18
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