Network unlock request denied
I own a Galaxy S8 that was purchased new from AT&T in 2017 for about $800. This phone has been with AT&T and then Cricket until this past Saturday. Since Saturday I have been running in circles with multiple Network unlock requests denied. I have been on the phone with AT&T and costumer service tells me that the phone is not blacklisted and is eligible to be unlocked. I have had 2 cases so far opened to find out why this phone cannot be unlocked and I get no reply. In the meantime my wife has had no phone since Saturday, this is going on Wednesday. This experience has made me very reluctant to ever consider AT&T again! I have been a AT&T phone and internet costumer all my life. In fact if this is not resolved by tomorrow, I will continuously tell as many people as I can not to use AT&T!
ACE - Sage
12 days ago
Well I hate to victim blame but some of this is on you. If you had acquired an unlocked code before leaving AT&t, as an existing customer, you would have had that code available to you today. While it was not required when you switch to cricket, you complicated the matter because you are no longer an AT&t customer. Customer, you are now a cricket customer. When you request unlocking the phone from AT&t, it doesn't matter whether you fill in the yes box or the no box. It confuses the computer and the answer it kicks back is the phone is active on someone else's account so they can't unlock it.
Again, I apologize for victim blaming, but this is the situation you have created and you are going to have to make a little more effort, and request more effort on AT&t's part to get yourself out of this situation. Correctly under the circumstances.
So here's what you do, you file an FCC complaint online. It's a free 2 minute form. The complaint is forwarded back to AT&t upper management. Usually you receive a reply from upper management within a couple of days and they will be able to get the unlock code for you. It should be a 16 digit code. When you enter the code. Do so carefully. If you enter it incorrectly too many times, the phone will be permanently locked and then you will have to go through another FCC complaint to get the MCK code which AT&t has to retrieve from Samsung for you.
12 days ago
Hello, @dpokeeffe. Thanks for reaching out to us about your device unlock request. At this time, we would like to speak with you in private, so we can take a look into your request. Please click the message icon in the upper right corner and reply.
We look forward to hearing from you!
TT, AT&T Community Specialist
9 days ago
Update. This issue has been resolved after posting to the BBB. Sad it has to be that way. Thank You. Just a lesson learned that I will pass to others.