5GB of Hotspot Data With an Unlimited Plan
Lulu_160301's profile

New Member

 • 

3 Messages

Thursday, May 19th, 2022 7:56 AM

Closed

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.

ACE - Sage

 • 

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?

New Member

 • 

3 Messages

8 months ago

No he doesn’t and how would I have known this 

ACE - Sage

 • 

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"

ATTHelp

Community Support

 • 

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. 

  • What are the results of your unlock request? Visit our Unlock portal and enter your device information to submit your request and check your email to confirm. 
  • If we don’t approve your request, it’s probably because your device isn’t eligible to be unlocked. Review the list of eligibility requirements
    • Check your email (including spam or junk folders) or text messages for updates on your request. If you don't have a wireless phone account, you have to select Confirm request on the email we sent you.
    • Go to att.com/deviceunlock/status and follow the prompts.
  • What is the Make and Model of your device? Was the device purchased from AT&T or a Third party? This will help determine any factors that may affect your unlock request. 

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 

New Member

 • 

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.

Constructive

Employee

 • 

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.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.