New Member
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3 Messages
Calling to Unlock has left me penniless
I have a pre paid AT&T phone which I purchased 2 years ago.
I go to college in the USA and go home to United Kingdom each summer for three months.
When I am in the uk I purchase and use a pay as you go SIM card from Vodaphone. This worked fine last year but this would not work and said “sim not authorised contact your network provider”. When I enquired with Vodaphone they said the phone must be locked and to contact AT&T. There seems to be no other way to contact AT&T other than a phone call.
I used my fathers cell phone number Vodaphone
I called your customer service number 800-331-0500 yesterday and was put on hold for a long time and then told I had to contact Pre-paid on 800-901-9878. I then had a further 5 calls to this number, was put on hold, was cut off and not helped at all until speaking with the last customer agent. The last agent (very helpful) raised a case number. The agent told me to wait two days and I’d receive an email with a code to unlock the phone, but if I didn’t to call back!!
Following the final call my father received a message from Vodaphone advising usually high call costs, he then checked his cell account and all six calls to AT&T had resulted in a £303 cell phone bill!!!!!
This is outrageous so asking if there can be any way to recover these costs. My phone apparently was locked by AT&T and should have been unlocked after 6 months. As a college student I cant afford to pay this £303 cell bill.
I also cannot afford to call back if this email is not sent.
formerlyknownas
ACE - Sage
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103.9K Messages
8 months ago
I don't know why on Earth you would call. And when you did call why on Earth you would call the 800 number.
+1.408.962.1025 should be in your phone's contact information as the free phone number for prepaid Travelers. You should have been able to call this phone number from your AT&T phone without any additional charges.
Unlocking your phone is done online
https://www.att.com/deviceunlock/
There's nothing AT&T can do about the long distance charges to your father's phone, that is between your father and his phone company. Does not have anything to do with AT&T. Doesn't he have a long distance plan to call your US number?
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Lulu_160301
New Member
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3 Messages
8 months ago
No he doesn’t and how would I have known this
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formerlyknownas
ACE - Sage
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103.9K Messages
8 months ago
Google.
That's how I found these...
"how do I unlock At&t phone"
"How to AT&T prepaid support when I'm out of the USA"
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ATTHelp
Community Support
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207.2K Messages
8 months ago
Based on your unlock request, we want to get you into a DM @Lulu_160301. Check the message icon in the upper portion of the page and reply.
In the meantime, we want to include some steps that may resolve your unlock concerns.
Review the steps above, and reply back to us in a Direct Message. And we will get started figuring out the root cause and work towards a solution. Again, keep an eye out for the DM.
Alasani, AT&T Community Specialist
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Lulu_160301
New Member
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3 Messages
8 months ago
Message icon? Where is this. Also a case number has apparently been created but I was told to wait 2 days for an email with the code?
the phone is eligible and has been confirmed as such by everyone I’ve talked to. Why is this so difficult? I’ve also been speaking today with other agents via Twitter today who have suggested numbers via Skype and none have worked either. Therefore calling seems to have been the only viable option and has cost me £303!! I should not be required to have to pay this since the phone should have been unlocked by AT&T after 6 months.
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Constructive
Employee
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30.4K Messages
8 months ago
it doesnt automatically get unlocked after 6 months ,its eligible for you to request an unlock after 6 months it was up to you to request it.
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