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vocecita's profile

Tutor

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5 Messages

Sunday, May 21st, 2017 6:45 PM

4th unlock request

I have tried to unsuccessfully unlock my phone 4 times already and each time I am told that my device is not paid. My device was fully paid for last Saturday so I do not understand why I keep getting I woulda made it message that states I have not finish paying off the device. I have spoken to four agents who have promised to get this squared away since they also see I have paid the device and each time I am given a case number, it is forwarded to people in the unlock department, and then I receive an email stating it cannot be done. I would not have paid the device ahead of time if this was going to happen period I was assured that by paying it I would be able to unlock it and therefore use it overseas next month.
I need this cleared up quickly.

ACE - Expert

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16.5K Messages

7 years ago

@vocecita Unlocking seems extra goofy lately. Seems like it's been taking longer and had more problems the last few months.

 

Did you upgrade your phone too or just pay it off?

Sometimes it seems like it gets hung up on the 14 days rule that's tied to upgrading, even when it isn't.

 

If your trip isn't until Mid-June, I'd just wait until after Memorial day and try again. Then if it doesn't work I'd try sending a message to @ATTMobilityCare and see if they can help you. (If you need to go in early June then try now)

 

 

ACE - Expert

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64.7K Messages

7 years ago

For whatever reason, it takes at last a week and can be up to 3 weeks for the unlock system to be updated after paying off a device. If you just paid it off last Saturday, it's just too soon. Wait another week and submit again. If you aren't traveling until next month. You've got time.

Tutor

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5 Messages

7 years ago

I didn't upgrade. I'm going to hope that this is due to the fact that the system is not seeing the phone paid off yet.

Tutor

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5 Messages

7 years ago

I didn't upgrade. I just paid off what I owed on the device. I initially called asking for unlock and was told to pay off the balance owed on the device. I don't plan on switching phones. I don't plan on switching provider. I just want my phone unlocked so I can use it overseas with another SIM card. I don't want AT&T's International Travel Plan because it's way too expensive. 

 

I have unlocked phones in the past with no problem. This is insane. I hope it's just that it's taking 14 days for the left hand to talk to the right hand. You'd think everything was all connected and visible to all agents, regardless of department. 

 

The agents have all checked and confirmed the device is paid off. The agents have all promised to get it squared away. The agents have all given me ticket numbers. The agents have all forwarded it to their specialists, promising to get this done quickly. 
Each time I've gotten an email stating:

  • You have not completed all the payments for your device according to your AT&T Next service agreement.

ACE - Sage

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116.6K Messages

7 years ago

Another option is call 611 and ask for advanced tech support.  They should be able to see both systems and unlock the phone   

 

Tutor

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5 Messages

7 years ago

Thank you, I'll give that a try, @lizdance40

Tutor

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5 Messages

7 years ago

As suspected, although I paid the phone off, it was showing a balance. Talking to Matthew on the phone helped a lot AND solved the problem. The phone is unlocked and good to go! Thanks a lot!

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