Tutor
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6 Messages
Unlicking a phone when it is impossible to meet the required conditions
I visited the USA , Park City, to be precise from the UK where I reside being a Bristish citizen, for 10 days starting on the 30th March. Unfortunately, I inadvertently left my UK cell phone on the aircraft when I flew from London to San Francisco but I didn't realise this until I arrived in Park City. I wanted therefore to be able to obtain an ixexpensive cell phone for use while in the USA to provide emergency contact if need be with my family. I went to the AT&T shop at Kimball Junction in Park City who directed me to a local store where I could buy an inexpensive phone and there I bought a second hand iphone 4. I returned to the AT&T store who provided me with a 10 day sim card with international access for $25. I subsequently topped up my credit with a $10 gophone payment. This all worked perfectly fine and served me well while I was in the USA but on returning to the UK I could naturally get no service from AT&T and I found my phone is now locked to AT&T.
I've tried chats, speaking directly to the gophone support line, calling the AT&T shop that originally sold me the 10 day sim card and applying through the online portal to unlock my phone but all to no avail with the reason for rejection of my request to unlock the phone being that this cannot be done until I have had 6 months paid for usage which without any service n the UK I obviously cannot do. I was not advised when buying the 10 day sim card service form AT&T that this would effectively make the phone I had bought unusable by me after the 10 day sim card had expired.
I can see why service providers' rules require a minimum period of service when they have provided a subsided phone as part of the deal but this is obviously not the case here. How do I get my phone unlocked and get to use it?
ATTMobilityCare
Community Support
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15.2K Messages
8 years ago
Hello @watford
Thank you for reaching out to our community regarding your locked iPhone that was purchased 2nd hand.
I want to clarify that placing an active AT&T sim card in the device did not lock the device back to the AT&T network. It sounds as if the 2nd hand device was already locked to the AT&T network when you purchased it.
Although you've probably already gone through this information, here are the specific needs for an unlock www.att.com/deviceunlock.
Thanks
Tim, Community Specialist
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watford
Tutor
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6 Messages
8 years ago
Thank you for your reply. Yes I am familiar (very) with the unlock link you included and I have tried using it again,
If I say I am not a wireless account holder the response I get is:-
Unfortunately, your unlock request was denied because:Your device is currently active on another AT&T customer’s account.
If I say I am an account ho;der and give my wireless number the response I eventually get is:-
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formerlyknownas
ACE - Sage
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117.2K Messages
8 years ago
@ATTMobilityCare
This is a known problem and the unlock will have to be processed by support.
I have had problems unlocking my own phones and received the same messages denying the unlock.
The portal is buggy.
The previous customer has certainly paid for or contract complete.
The FCC requires the unlock be performed if eligible, which it must be. Time to force the approval.
@watford. If you don't get a response, message @ATTMobilityCare and make a fuss. They have no legit reason to keep the phone locked.
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watford
Tutor
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6 Messages
8 years ago
Thank uou for suggesting approaching ATTmobility care which has provided a successful resolution to my problem. I wish I had known of this avenue sooner.
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formerlyknownas
ACE - Sage
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117.2K Messages
8 years ago
@watford
Im so glad! The customer forums are a great way to share this knowledge.
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