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lsteffko's profile

New Member

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7 Messages

Mon, Jun 20, 2022 6:29 PM

Unlock Request IN-PROGRESS for a Week

Hello @ATTHelp

Could you please check the status of my device unlock request, it has been about a week since I submitted the request and it hasn't been resolved yet (neither approved nor declined).

Here are my specific details:

Request Date & Time
06-14-2022 13:0:10 PM
Request number
NUL816955184617
Current status
IN-PROGRESS
Thank you!

New Member

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2 Messages

2分前

Unlock Request: My experience...

I posted about 5 days ago seeking help with unlocking my phone. Here's how things went down...

I had tried earlier in the day to unlock the phone: called ATT support, tried the app, tried online. Was eventually told that I had to go to the local ATT store to pay the balance due which consisted of ~$200 for the phone and $70 in monthly charges. Did as I was told and paid the bill around 5:00pm as I recall. 

I came home and logged into my account and it showed a small **credit** of about $7, so obviously by $270 payment had been applied.

So, I called ATT support to get the unlock code around 9:30pm and talked to the 1st support person. Was told that the code couldn't be provided until  paid my bill. Explained to her that I **had** paid by bill and I know that it had been received because my account was showing a credit. Was told that it would take 48 hours. I told the agent I was leaving in 8 hours for a trip and that I needed the phone. She asked if I was traveling outside the country. Not wanting to lie, I said, "No, I'll be driving in the US but why should that matter? I'll still be traveling." We went around and around, with repeated assurances that she'd "help me." Finally, got tired of going around and around so asked to speak to her supervisor.

Spoke to 2nd agent. Same story: went around and around. Once again said that I would be traveling. "Internationally?" she asked. "No, domestically, but it shouldn't matter where I am traveling. The fact is I am traveling and need a phone." By this point I had been on the phone over an hour. Finally I asked to speak to **her** supervisor (i.e. the 3rd agent).

Got the 3rd agent on the phone. She said, "I understand you are traveling internationally." Now, having been on the phone for 75 minutes, and not wanting to explain for the third time that I was only traveling domestically, and out of exhaustion, I simply agreed, "Yep! Traveling internationally..." She said, "OK, let me talk to advanced technical support." After another 10 or 15 minutes she finally came back on the phone with an unlock code!

In summary:
1. I paid the balance of about $270 at a local ATT store.

2. Called ATT support about 4 hours later.

3. Spoke to the initial agent, eventually asked for her supervisor. Spoke to the 2nd agent, and eventually asked for **her** supervisor. Spoke to the 3rd agent and she finally got the unlock code. I was on the phone for over 90 minutes and had to talk to three levels of support, but eventually got the unlock code.

4. Not that I condone lying, but it did seem to matter whether or not I was traveling internationally. As I said, when I finally got to the 3rd person, I simply agreed with their understanding of my travel plans.

Hope this helps someone. Be persistent and ask to speak to a supervisor. It may take a bit of time, but perhaps it will work for you too!

Cheers...and Happy International Travel! ;-)

ATTHelp

Community Support

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196.2K Messages

2分前

Thanks for reaching out to us @EagleRocker82 for assistance with your device unlock request. In order to assist you further we would like to bring you into a private message. Please check the message icon in the upper portion of the page and reply.

 

In the meantime, you can double check to make sure all requirements are met. If all requirements are met then we advise you to also check your email (including the spam folder) to see if you have received a confirmation email. 

 

We look forward to assisting you further with your request in a private message!

 

TT, AT&T Community Specialist

ATTHelp

Community Support

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196.2K Messages

2分前

Hello hrawling, we hear your frustration about your customer service experience.

 

We would like to submit feedback on your customer service experience, so that we can work on our areas of opportunity. 

Let's meet in a Direct Message to discuss your experience Please check your Direct Message Inbox, which is the chat icon next to the bell icon in the upper right corner of the Forums page.

We hope to hear from you!

Carlton, AT&T Community Specialist

New Member

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2 Messages

2分前

Hi @ATTHelp , 

Thank you TT for responding but I didn't receive any Direct Messages from you. Could you try resending your message?

Thank you,

EagleRocker

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