Check out AT&T's Valentine's Day Gift Guide for ideas & deals on the new Samsung Galaxy S23!
Need help understanding your bill?
D

New Member

 • 

3 Messages

Thursday, August 20th, 2020 3:11 PM

ATT told me my phone was not locked so I moved service, but turns out it is locked and now I am stuck

I was ready to upgrade my iphone 6 to an 11. Been a customer with ATT for over a decade. Went to local store and bought the phone. They had a plan to give HBO Now, and with COVID lockdowns, seemed like a good idea. I opted for that plan.

I wanted to pay in full, but the ATT rep said I had to finance at least a dollar a month. I said I do not want a contract. He said I could switch at any time. I took his word for it.

ATT could not figure out how to give me access to HBO Now through my account with ATT. I called in and tech support tried 3 times to get me to be able to log in. It never worked.

I asked to go back to my other plan, and to not be charged for HBO Now plan, since they could not deliver it to me. They charged me for it anyway.

I decided to move on from ATT. I called in to make sure my phone was not locked, and was told it was not. That turned out to not be true.

I paid the 29 dollars for the financing of 1 dollar a month, which I still do not understand. I owe no money, no termination fees, no unpaid bill, but am told by the auto submit that I have to wait 6 months to unlock my phone.

Even ATT's own web site says 60 days, not 6 months.

Please understand that I was told directly by ATT staff that they see no issue with my phone ability to move services. I would not have done it otherwise.

What are my options to unlock my phone?

Accepted Solution

Official Solution

Constructive

Employee

 • 

30.5K Messages

2 years ago

postpaid is 60 days, prepaid is 6 months

@MicCheck  i dont think the op fulfilled the 60 day requirement and has left at&t services

 

 

UNLOCK REQUIREMENTS

  • Your device isn’t reported lost or stolen, or involved with fraud.
  • You must complete your contract or installment plan (including early termination fees). Or, pay off an installment plan early and then make another unlock request in 24 hours.
  • Your device isn’t active on another AT&T account.
  • If you upgraded early, wait 14 days to unlock your old device. Business customers wait 30 days.
  • Your service must be active for at least 60 days with no past due or unpaid balance.
  • AT&T PREPAID (formerly GoPhone®) devices must have at least 6 months of active service.
  • If you’re military, we’ll ask you to email your TCS or PCS (Temporary / permanent change of station) documents for eligibility. You won’t have to complete installment plans or contracts.
  • If you have a business-owned device, your company must authorize you to unlock it.
  •  Go here if your phone meets all the requirements
  •  https://www.att.com/deviceunlock/#/
MicCheck

ACE - Expert

 • 

12.7K Messages

2 years ago

60 days is correct; the rep was wrong. If you have a zero balance you will be able to request an unlock after 60 days. 

New Member

 • 

3 Messages

2 years ago

I will try it then.

I will also try to call ATT.

Why do reps just get to be wrong with impunity?

I know you do not work for them, and cannot answer that question, but more should go into training. It was more than one person that told me I was not locked in.

Just to be clear: It is ATT automated unlock request system that send me a message about the 6 months now.

Why does that just get to be wrong?

Constructive

Employee

 • 

30.5K Messages

2 years ago

sounds like they pulled a prepaid phone off the shelf and added your postpaid account, im willing to bet that it was an authorized retail store not corporate att store

ACE - Sage

 • 

104.3K Messages

2 years ago

There is no such thing as an iPhone 11 prepaid phone. AT&T does not even sell an iPhone 11 for prepaid. If you purchase an iPhone 11 on installments, which you indicate you did that means you used it on a postpaid account and are required to complete 60 days of service to unlock.

   If anyone ever tells you that you have purchased an unlocked phone through AT&T they are full of horse manure. AT&T does not sell unlocked phones.

    If you are having a problem with the unlock portal call AT&T and speak with advance  tech support

New Member

 • 

2 Messages

2 years ago

i have iphone xr showing unlock but its lock what i do now

Constructive

Employee

 • 

30.5K Messages

2 years ago

rayantec see my first post

New Member

 • 

3 Messages

2 years ago

Thank you for the responses.

I want to point out that I was told the phone was unlocked, and that I should have no issues, and by 2 ATT employees.

I would have easily waited an extra couple of weeks to do this had I been told accurate information.

Now I have major inconveniences.

I will try Advance Tech support, and hope for the best, but things really are not okay with ATT support and honesty.

 

MicCheck

ACE - Expert

 • 

12.7K Messages

2 years ago

I think I might see the issue, @Debtbytes 

 

You said, "... It was more than one person that told me I was not locked in."

 

That is correct. *You* were not locked *in*. You were free to leave anytime without any fees or penalty. 

 

That does not mean your *phone* was unlocked. That's a completely separate situation. 

 

That said, I missed the fact that you were an existing AT&T customer at the time. In that case your service was active well over 60 days, which is what the policy requires. 

 

If Advanced Tech Support can't help, file a complaint with the BBB. Someone from the Office of the President will contact you and they should be able to get it sorted out (or at least give you a final answer). 

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.