unlocking phone to use other carrier

Hello @pj97080, we want to help confirm why your device unlock request is taking longer than usual. 

First, you'll need to provide us with your device make/model and confirm the following eligibility requirements:

• Is your device an AT&T phone and isn’t active on another AT&T account?
• Was it paid in full when you bought it (not on an installment plan). You won’t have to wait 60 days to unlock it.
• If it has a paid-off installment plan.
  • Paid through your monthly bill: Submit your unlock request at the start of your next bill period.
  • Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. Learn how pay off your installment plan.
• Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post. 
• Hasn’t been reported as lost, stolen, or involved with fraud.
• Is it an AT&T PREPAID phone that has had paid service for at least six months?

Next, you'll need to continue to check the status of your request: 

• Check your email (including spam or junk folders) or text messages for updates and instructions. If you don't have a wireless phone account, you have to select Confirm request on the email we sent you.
• If you can’t find the email or text message we sent you, submit another request and we’ll resend it.
• Go to our device unlock portal and follow the prompts.

To better assist you further, we'll need for you to confirm the following information with us to determine the best next steps. 

We are glad to help!

Lynn, AT&T Community Specialist

The 48 hours isn’t how long the unlock process is. It states AT&T will notify you within the 48 hours of your unlock status. Some phones need more investigation during the process. For instance if your not the original owner further investigation will follow 

The phone is no longer under contract, fully paid.  In the now 12 days that I have requested the unlock I have only received 1 email stating that will take an addition 48 hours and that was 4 days ago.  I contacted customer service who states they can't help me unless I become a AT&T subscriber.  The At&T store says they can't help me and unlock can only be done through the website.

To say the least it has been so aggravating, poor customer service that I am ready to cancel my Directv account.

Hi there, pj97080! We understand that you are having a problem unlocking your device. We can look into that for you. 

What we are going to do is move our interaction into a Direct Messaging format. You will see a chat icon next to the bell icon at the top of this thread. Our next message will appear there. 

Please look out for that Direct Message from us.

Thank you for using the AT&T Community Forums.

Matthew, AT&T Community Specialist