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AT&T: Unlocking back and forth – help

K

KoolAid-Drink

macrumors 68000
Original poster
Sep 18, 2013
1,874
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USA
I'm trying to get my (fully paid off) iPhone 6s unlocked through AT&T. A few months ago, I got the iPhone replaced at Apple due to a problem, so the IMEI number apparently wasn't updated through AT&T's database.

Yesterday, I put in the unlock request – checked on it today. Denied due to a mismatch. I called AT&T, explained the situation, was told they updated the IMEI to match what I have, and that it'd be safe to go ahead and put in the request. I put in the second request, and it still was denied (just checked) due to an information mismatch.

I'm at a loss what to do. This has been frustrating, with many back and forth calls with AT&T. Any tips or help would be appreciated. Thanks!
 
It's the usual games AT&T has been playing for a long time now with people and not unlocking legit iPhones that meet their unlock requirements.
They will put you through hell and will not be able to accomplish unlocking your device even after 80 phone calls to their Highly incompetent customer support while they're hoping you'll eventually give up.
Skip all the crazyness.
Go straight to the bbb website, take 5 minutes and file a formal complaint against AT&T explaining your situation.
AT&T corporate headquarters will contact you within a day or so apologizing while letting you know the issue is resolved and your iPhone is now unlocked.
I would hate to see more and more people go through the same hell I did and AT&T has been putting many others with the same situation.
 
Applejuiced said:
It's the usual games AT&T has been playing for a long time now with people and not unlocking legit iPhones that meet their unlock requirements.
They will put you through hell and will not be able to accomplish unlocking your device even after 80 phone calls to their Highly incompetent customer support while they're hoping you'll eventually give up.
Skip all the crazyness.
Go straight to the bbb website, take 5 minutes and file a formal complaint against AT&T explaining your situation.
AT&T corporate headquarters will contact you within a day or so apologizing while letting you know the issue is resolved and your iPhone is now unlocked.
I would hate to see more and more people go through the same hell I did and AT&T has been putting many others with the same situation.
Click to expand...

I've had about 20 iPhones unlocked by AT&T over the past few years... and NEVER had an issue. I've never had to deal with their "incompetent customer support" (personally, I don't see them as incompetent in any way) to get the phones unlocked. I've just filled out the online request form, responded to the email as requested, and have never had to wait more than a couple of hours for the unlock approval message to arrive.

I understand that sometimes things get mixed up, as the OP reported, but c'mon, man... AT&T is NOT the devil...
 
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dwfaust said:
I understand that sometimes things get mixed up, as the OP reported, but c'mon, man... AT&T is NOT the devil...
Click to expand...
Well, maybe not.

ATT-Death-Star.jpg
 
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dwfaust said:
I've had about 20 iPhones unlocked by AT&T over the past few years... and NEVER had an issue. I've never had to deal with their "incompetent customer support" (personally, I don't see them as incompetent in any way) to get the phones unlocked. I've just filled out the online request form, responded to the email as requested, and have never had to wait more than a couple of hours for the unlock approval message to arrive.

I understand that sometimes things get mixed up, as the OP reported, but c'mon, man... AT&T is NOT the devil...
Click to expand...

Im glad you didn't have to go through any drama with them.
I know every situation is not the same and not every person experiences what me, the OP and many others had go through trying to unlock an iphone.
But once you see after a few times you're not getting anywhere and they're wasting your time hit that bbb and FCC complain and see how fast things get resolved ;)
[doublepost=1493406462][/doublepost]
vietalogy said:
just pay for one on ebay for like $1.00.
Click to expand...

Lol :D
Those were the good old days.
The cheapest I saw them go was as low as 75 cents on ebay.
I was unlocking my AT&T iphones as soon as I got them with the 2 year contract. Because why not, it was dirt cheap :D
Now they're around $60-100 unfortunately :(
 
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Ugh. I had the same issue with my iPhone 6. Come to find out, it was unlocked the whole time. I never had a SIM card to try it out with until I went to Europe and still carried it with an unlocked 5. After I got my sim for the, I said, maybe I should just see what happens.

Bam, it worked. After hours of calls with apple and ATT, neither could tell me anything.
 
Well, after a bit of a runaround, I finally got to Advanced Tech Support (per the recommendation of Reddit). I was told that they had unlocked my iPhone, BUT that I would need to erase my iPhone and do a restore (as new) to complete the unlock process. Is that correct? I'm not sure if that makes sense to me. I also was told this would have to be done through iTunes, and that I may have to wait 24 hours. Her answers weren't very clear, and she sent me a text basically directing me to the AT&T unlock page (and to put in a request). She did insist that my iPhone WAS unlocked on their side, but to wait 24 hours. Kind of confusing overall.
 
KoolAid-Drink said:
Well, after a bit of a runaround, I finally got to Advanced Tech Support (per the recommendation of Reddit). I was told that they had unlocked my iPhone, BUT that I would need to erase my iPhone and do a restore (as new) to complete the unlock process. Is that correct? I'm not sure if that makes sense to me. I also was told this would have to be done through iTunes, and that I may have to wait 24 hours. Her answers weren't very clear, and she sent me a text basically directing me to the AT&T unlock page (and to put in a request). She did insist that my iPhone WAS unlocked on their side, but to wait 24 hours. Kind of confusing overall.
Click to expand...
Waiting sounds right.

Restoring is NOT right.

If it's unlocked, it's unlocked. All a restore does is give you that little "Congratulations!" message.

Insert a different SIM and go.

I don't know why the carrier reps keep repeating these instructions. A restore has not been necessary since 2011.
 
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eyoungren said:
Hello, 2011 is calling. 2017 says to tell you unlocks are not that cheap anymore.
Click to expand...

Hello, yeah it's 2017 and he said his phone is paid off! Unlocks for a device paid off is cheap vs non paid off.
[doublepost=1493422969][/doublepost]
KoolAid-Drink said:
Well, after a bit of a runaround, I finally got to Advanced Tech Support (per the recommendation of Reddit). I was told that they had unlocked my iPhone, BUT that I would need to erase my iPhone and do a restore (as new) to complete the unlock process. Is that correct? I'm not sure if that makes sense to me. I also was told this would have to be done through iTunes, and that I may have to wait 24 hours. Her answers weren't very clear, and she sent me a text basically directing me to the AT&T unlock page (and to put in a request). She did insist that my iPhone WAS unlocked on their side, but to wait 24 hours. Kind of confusing overall.
Click to expand...

If it's 6 or newer all you need to do is to insert a different carrier sim and make sure your on wifi.
 
vietalogy said:
Hello, yeah it's 2017 and he said his phone is paid off! Unlocks for a device paid off is cheap vs non paid off.
Click to expand...
Perhaps you'd be kind enough to provide a link to one of these extremely low cost services then?
 
I recently had the same issue. I tried to get my replacement iPhone from Apple unlocked by ATT(same deal, fully paid off, met the requirements)and got the run around. Eventually I filed a complaint with the FCC and what do ya know, I'm getting a call from the executive customer service rep. Problem was fixed shortly there after.

I had to use the same technique with Comcast when they didn't refund my $120 for 6 months. I've learned that instead of messing around too much with the company service reps, if they fail just go to the FCC. Ain't nobody got time for this. Haha

And, yeah it's so dumb that they say you have to restore the phone. It is just not needed.
 
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kjmff5 said:
I recently had the same issue. I tried to get my replacement iPhone from Apple unlocked by ATT(same deal, fully paid off, met the requirements)and got the run around. Eventually I filed a complaint with the FCC and what do ya know, I'm getting a call from the executive customer service rep. Problem was fixed shortly there after.

I had to use the same technique with Comcast when they didn't refund my $120 for 6 months. I've learned that instead of messing around too much with the company service reps, if they fail just go to the FCC. Ain't nobody got time for this. Haha

And, yeah it's so dumb that they say you have to restore the phone. It is just not needed.
Click to expand...

It really sucks for something as simple as getting a replaced iPhone unlocked to have to resort to government agencies for help. Those replacement devices should be unlocked automatically just like the device you're handing in without you having to do anything or contact anyone.
But AT&T makes it impossible for their customers.
 
Applejuiced said:
It really sucks for something as simple as getting a replaced iPhone unlocked to have to resort to government agencies for help. Those replacement devices should be unlocked automatically just like the device you're handing in without you having to do anything or contact anyone.
But AT&T makes it impossible for their customers.
Click to expand...

Agreed. But as consumers we are at the mercy of the company. If they don't act accordingly, we have to just move to the next step. Unfortunate reality.
 
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