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Trying to unlock a paid off phone but ATT system saying it has not been paid off

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Trying to unlock a paid off phone but ATT system saying it has not been paid off

Trying to unlock a paid off phone but ATT system saying it has not been paid off?

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Message 1 of 10
Employee

Re: Trying to unlock a paid off phone but ATT system saying it has not been paid off

you need to call them 1-800-288-2020 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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 10
ACE - Master

Re: Trying to unlock a paid off phone but ATT system saying it has not been paid off


@Mariebonheur wrote:

Trying to unlock a paid off phone but ATT system saying it has not been paid off?


How long has it been paid off? Are you still an AT&T customer? Are you the original owner of the phone?

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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 3 of 10
Contributor

Re: Trying to unlock a paid off phone but ATT system saying it has not been paid off

I’m not the original owner but the person that I buy the phone from
everything was paid off and I still can’t unlock it
Message 4 of 10
ACE - Master

Re: Trying to unlock a paid off phone but ATT system saying it has not been paid off


@Mariebonheur wrote:
I’m not the original owner but the person that I buy the phone from
everything was paid off and I still can’t unlock it

Is this someone you know? If so, they should contact AT&T and make sure there's no outstanding balance. If it's not someone you know, you should try to get a refund. 

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 5 of 10
Master

Re: Trying to unlock a paid off phone but ATT system saying it has not been paid off

If the phone is still associate to their account, There would be limitations on when the phone can be unlocked (depending if they were a pre-paid or post-paid customer).  Your best bet is to have them go through the AT&T Unlock process or give you a refund.


Jerry B.
"GeekBoy"

--


Message 6 of 10
Employee

Re: Trying to unlock a paid off phone but ATT system saying it has not been paid off

refund

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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 7 of 10

Re: Trying to unlock a paid off phone but ATT system saying it has not been paid off

I own an iPhone 7 Plus, paid in full. Tried to unlock it on AT&T’s website since the phone had previously been used there. I received the message “looks like you haven’t paid off your device yet. Follow these steps tp pay off your installment plan”. The device was paid off long ago. I called AT&T and was told there is no money owed on the phone, but I must be an AT&T wireless customer to get it unlocked ( I have AT&T uverse and internet for 6 years but that counts for nothing apparently). I went to an AT&T corporate store, opened a no contract wireless account, tried to unlock the phone, and still get the same message. Now I’m being told because it’s a new account, AT&T will not unlock the phone anyway. Is it possible that AT&T uses that message on their unlock device site “haven’t paid off device” in bad faith to get around the cellular carriers CTIA Commitment, or is this just a technological oops? Need help to unlock this phone.

Message 8 of 10

Re: Bought unlocked iphone, now locked to AT&T system for 6 months

I own an iPhone 7 Plus, paid in full. Tried to unlock it on AT&T’s website since the phone had previously been used there. I received the message “looks like you haven’t paid off your device yet. Follow these steps tp pay off your installment plan”. The device was paid off long ago. I called AT&T and was told there is no money owed on the phone, but I must be an AT&T wireless customer to get it unlocked ( I have AT&T uverse and internet for 6 years but that counts for nothing apparently). I went to an AT&T corporate store, opened a no contract wireless account, tried to unlock the phone, and still get the same message. Now I’m being told because it’s a new account, AT&T will not unlock the phone. Any suggestions?

Message 9 of 10
ACE - Master

Re: Trying to unlock a paid off phone but ATT system saying it has not been paid off


@Firefighter911 wrote:

I own an iPhone 7 Plus, paid in full. Tried to unlock it on AT&T’s website since the phone had previously been used there. I received the message “looks like you haven’t paid off your device yet. Follow these steps tp pay off your installment plan”. The device was paid off long ago. I called AT&T and was told there is no money owed on the phone, but I must be an AT&T wireless customer to get it unlocked ( I have AT&T uverse and internet for 6 years but that counts for nothing apparently). I went to an AT&T corporate store, opened a no contract wireless account, tried to unlock the phone, and still get the same message


Oh no...

 

My initial guess was that you needed to make the request as a non-customer, if you weren't already. 

 

However, AT&T's policy states prepaid account must be open for 6 months before phones will be unlocked, so I fear you might have really put yourself in a pickle. 

 

Personally, I think AT&T should waive that requirement given the circumstances and the bad information (you don't have to be an AT&T customer), but no one you can contact will be able to do that. File an FCC complaint. Someone from escalations will contact you. Hopefully that person will do the right thing. 

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 10
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