AT&T refuses to unlock my phone. What should I do?
October 20, 2016 6:50 PM Subscribe
AT&T refuses to unlock a phone that I own... What are my options?
I was on a family plan with AT&T for around 10 years. Finally, my brother, dad, and I decided to end the plan, because I was thinking about moving abroad. We told AT&T we wanted to end the contract, and in July, I bought the Samsung Galaxy S6 Active I had been using on the plan outright (for something like $500). I switched over to a prepaid plan, which I was using until yesterday, when I left the US for China.
I've contacted AT&T five times asking them to unlock the phone. I explained all the circumstances (including the fact that I own the phone and am moving overseas), but each time they more or less told me that they would update my account info and that I should try and use the online application again. Each time, the application is denied because I haven't been a prepaid customer for at least 6 months.
The last few AT&T reps I've talked with have said that I'll need to talk with the contract-based side of AT&T and figure things out there - using my old account information. But, the exact same thing happens when I try that. I'm at my wits ends - any ideas? Is there a reputable black market way to unlock the phone? Am I crazy for thinking that when you buy a device it should just automatically be unlocked?
I was on a family plan with AT&T for around 10 years. Finally, my brother, dad, and I decided to end the plan, because I was thinking about moving abroad. We told AT&T we wanted to end the contract, and in July, I bought the Samsung Galaxy S6 Active I had been using on the plan outright (for something like $500). I switched over to a prepaid plan, which I was using until yesterday, when I left the US for China.
I've contacted AT&T five times asking them to unlock the phone. I explained all the circumstances (including the fact that I own the phone and am moving overseas), but each time they more or less told me that they would update my account info and that I should try and use the online application again. Each time, the application is denied because I haven't been a prepaid customer for at least 6 months.
The last few AT&T reps I've talked with have said that I'll need to talk with the contract-based side of AT&T and figure things out there - using my old account information. But, the exact same thing happens when I try that. I'm at my wits ends - any ideas? Is there a reputable black market way to unlock the phone? Am I crazy for thinking that when you buy a device it should just automatically be unlocked?
I've had better luck unlocking phones that weren't actively on any plan/bought over 6 months ago. What happened to the phone you were using before you bought the Samsung Galaxy S6?
They probably will not care that you are living overseas. They might care more that you own the phone outright and that it is fully paid off and not something you're paying a monthly installment on.
Did you buy the Samsung on the old family plan or the prepaid plan?
Also, are you authorized to do business with them re your old family plan? I've had decent luck with stuff like this because I've had an AT&T plan in my own name since 2002. I call, it's my account, all the pertinent information belongs to me, it's my credit card, I can answer specific questions about the account easily because it's all my information/I'm the only person transacting business with them, etc. If this is your dad's account and you've previously never had anything to do with it before beyond using their services, it might be easier to get your dad to call and talk to them. Especially if there are crucial pieces of information you're missing in order to convince them you're an authorized user of the account.
posted by Sara C. at 7:05 PM on October 20, 2016
They probably will not care that you are living overseas. They might care more that you own the phone outright and that it is fully paid off and not something you're paying a monthly installment on.
Did you buy the Samsung on the old family plan or the prepaid plan?
Also, are you authorized to do business with them re your old family plan? I've had decent luck with stuff like this because I've had an AT&T plan in my own name since 2002. I call, it's my account, all the pertinent information belongs to me, it's my credit card, I can answer specific questions about the account easily because it's all my information/I'm the only person transacting business with them, etc. If this is your dad's account and you've previously never had anything to do with it before beyond using their services, it might be easier to get your dad to call and talk to them. Especially if there are crucial pieces of information you're missing in order to convince them you're an authorized user of the account.
posted by Sara C. at 7:05 PM on October 20, 2016
Response by poster: I bought the Samsung Galaxy S6 because I shattered the screen of my old phone. Not that it matters, because I'm currently in China and I don't have access to it. I bought the Samsung on the old family plan.
posted by matkline at 7:07 PM on October 20, 2016
posted by matkline at 7:07 PM on October 20, 2016
Have you been calling for an unlock each time? If so, try the online portal, it may work:
https://www.att.com/deviceunlock/#/
posted by mhz at 7:10 PM on October 20, 2016
https://www.att.com/deviceunlock/#/
posted by mhz at 7:10 PM on October 20, 2016
Response by poster: Sorry if it wasn't clear in the question, but I've used the online portal every time (first on my own, then at the behest of the tech support folks at AT&T)
posted by matkline at 7:12 PM on October 20, 2016
posted by matkline at 7:12 PM on October 20, 2016
Are you on Twitter? You could start tweeting at @ATTCares and see if they'll help you.
posted by BlahLaLa at 8:01 PM on October 20, 2016
posted by BlahLaLa at 8:01 PM on October 20, 2016
then at the behest of the tech support folks at AT&T)
Just a data point: ATT told me otherwise it could takes weeks or longer. I'm not sure why, but she said the system is not fluid if a customer service rep has to do it.
posted by Room 641-A at 8:18 PM on October 20, 2016
Just a data point: ATT told me otherwise it could takes weeks or longer. I'm not sure why, but she said the system is not fluid if a customer service rep has to do it.
posted by Room 641-A at 8:18 PM on October 20, 2016
Hola! When you phone them, do the prompt that relates to ending your contract, and/or just ask any rep to connect you to the Retention Department.
They can work magic and are near-omniscient in the ATT game. Be nice. Explain everything. They will help.
posted by jbenben at 10:14 PM on October 20, 2016 [7 favorites]
They can work magic and are near-omniscient in the ATT game. Be nice. Explain everything. They will help.
posted by jbenben at 10:14 PM on October 20, 2016 [7 favorites]
I'm hesitant to suggest this because it's the obvious thing and I feel like there must be some reason you're not doing this, or that no one is suggesting it: Forget AT&T. Go to some local phone repair store, or one of those flea markets in the basement of a mall, etc. and pay them to unlock your phone.
Maybe AT&T does it for free and that's why you're so set on them? It seems like paying to do it is less trouble and worth it to just get it done.
posted by If only I had a penguin... at 10:14 AM on October 21, 2016 [2 favorites]
Maybe AT&T does it for free and that's why you're so set on them? It seems like paying to do it is less trouble and worth it to just get it done.
posted by If only I had a penguin... at 10:14 AM on October 21, 2016 [2 favorites]
Thirding the simplest option is to pay some shady looking shop $20 to unlock it for you.
If you want justice, go in person to an AT&T store and be polite but insistent. Do not leave until they have unlocked it.
posted by Nelson at 7:53 AM on October 22, 2016
If you want justice, go in person to an AT&T store and be polite but insistent. Do not leave until they have unlocked it.
posted by Nelson at 7:53 AM on October 22, 2016
This thread is closed to new comments.
posted by I EAT TAPAS at 6:56 PM on October 20, 2016 [1 favorite]