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yury's profile

New Member

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3 Messages

Wednesday, January 11th, 2023 5:44 PM

Unsuccessfull back and forth limbo in Microsoft Surface Duo unlock request

Hello everyone,

I just wanted to ask if there is any possibility to solve my long standing issue with many unsuccessful attempts to obtain unlock code for my AT&T Microsoft Surface Duo?

Device was purchased from legitimate and reputable retailer BuyDig.

Microsoft provides an instruction on how to unlock it:

https://support.microsoft.com/en-us/surface/unlock-an-at-t-locked-surface-duo-f1940ca9-4cd7-454b-bada-13b89e09877b

I have started my journey at ATT unlock portal in October 2022.

The problem is that unlock portal says that this device is active on another person's account. I do not know how it is possible. So, I contacted Microsoft support to help me on that (Case # 1044535651, Case # 1047101319), which took them 3 months to contact AT&T, and, eventually, they replied me saying that they fixed this problem and I should receive email from AT&T with unlock code within 24-72h. Of course it did not happen. When I tried to submit unlock request again - the problem is still the same - it is active on another person's account.

Then, I called to AT&T customer support and, representative, confirmed that, I am eligible to have this device unlocked, that he could see Microsoft communication notes or so, but the problem is that when he tried to pull unlock code for me it was not shown for a reason he does not know. He told the instead of unlock code he see escalation to a higher management teat request. He opened a case CM20221221155426138 and said that someone from AT&T will contact me withing 3-5 business days. Of course, no one contacted me by today. And as a last resort I tried again to submit unlock request from a portal with request number NUL217072186955 - it was not rejected right away like in the past, but following morning I got an email update: 'The info you gave us doesn't match our records'.

I just do not understand what is going on and would really appreciate any help.

Thank you,

Yury

New Member

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8 Messages

4 months ago

Hi

Yoshik449

I put the sim card in my Surface Duo, 

the screen ask me to enter the unlock code.

ricky

New Member

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3 Messages

4 months ago

Hi quequekk

Thank you for your reply.

In your case, it's according to the manual.

I got it.

New Member

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3 Messages

4 months ago

Hi guys,

If I insert a non-ATT SIM, it asks for an unlocking code.

I have also opened a case with Microsoft with all this info.

I have tried several unlocking services - but they all could not unlock it since there is no IMEI in ATT database.

Let us know if you have a better luck

(edited)

ACE - Sage

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107.3K Messages

4 months ago

Given the requirements to unlock AT&T devices, you never should have purchased it in the first place and you should return it before the return window closes.

Dont buy At&t phones if you aren't going to use at&t

New Member

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8 Messages

4 months ago

Hi Yoshik449,

What is the current condition of your phone?

ricky 

New Member

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1 Message

14 days ago

Were you able to get it unlock?

I am on my 3rd week, finally got the unlock code but getting a message that it was unsuccessful

Sim Unlock Unsuccessful

Request number NUL611583196254

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