Why won't my iPhone 5 from ATT unlock?

Question

Level 1

4 points

Why won't my iPhone 5 from ATT unlock?

Has anyone had issues with getting their iPhone 5 unlocked by ATT?

I called 611 and ATT says my iPhone 5 is eligible to be unlocked, but the request via webform gets denied, then they submitted an IT case and emailed me a few days later saying it should be unlocked. I did the steps in iTunes to restore the device, but it's still locked. I tried the same restore button in iTunes 12 four times over the next few days and while the phone restored, it still isn't unlocked. I didn't get the congratulations your phone is unlocked message and I also took it to TMobile to have them test a new SIM card. It was purchased on contract just over 2 years ago and the contract has been met, even ATT says it is eligible for unlock. So I called again and they're opening another IT case. I just don't see why this time would be different. Basically I have no recourse, no one in a store will talk to me about the problem and the phone team just keeps giving me the run around (yes they can unlock it, but for some reason that they can't explain/help me with they can't and it's still not unlocked 2 weeks later). Anyone have any tips or specific email addresses or phone numbers that may be unlisted to get more specific help with this unlock?

iPhone 5, iOS 8.1.2

Posted on Dec 22, 2014 11:39 AM

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Answer 1

roaminggnome

Level 10

106,365 points

Dec 22, 2014 11:40 AM in response to hake0305

Did you restore as new?

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Answer 2

KiltedTim

Level 10

195,525 points

Dec 22, 2014 11:40 AM in response to hake0305

Only AT&T can address this. no one else.

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Answer 3

Dec 22, 2014 11:42 AM in response to hake0305

If you contact Apple and provide the IMEI number, they can check to see if the Next Activation Policy says AT&T or Unlock. If it says AT&T, then AT&T hasn't processed the request. If it says Unlock, then they have. Be advised, that's the extent that Apple can support you. If it's not unlocked yet, it's still AT&T that has to do this on their end.

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Answer 4

hake0305 Author

Level 1

4 points

Dec 22, 2014 11:43 AM in response to KiltedTim

I know, I'm asking for anyone whose had experience dealing with ATT advanced support. I'm looking for phone numbers or email addresses of someone at ATT that can help. Like an advanced IT support or customer care department that deals with complaints. I'm not getting anywhere with the basic phone team.

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Answer 5

hake0305 Author

Level 1

4 points

Dec 22, 2014 11:44 AM in response to roaminggnome

Yes, I restored as new several times. It's wiped clean as new when I turn it on, just not unlocked.

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Answer 6

deggie

Level 10

167,177 points

Dec 22, 2014 12:40 PM in response to hake0305

Call AppleCare (or go by an Apple Store) and ask them if their database shows your iPhone as unlocked.

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Answer 7

Dec 22, 2014 2:46 PM in response to hake0305

I have got the exactly same problem with you, and I forget my backup password. Can anyone suggests what can I do now?

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Answer 8

KiltedTim

Level 10

195,525 points

Dec 22, 2014 3:34 PM in response to benny3946

Forgetting your backup password has absolutely nothing to do with this thread.

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Answer 9

hake0305 Author

Level 1

4 points

Dec 24, 2014 10:28 AM in response to hake0305

i figured out the problem, I did not have an active SIM in he phone. I've been using my 6 plus for almost 2 months now and was unlocking this 5 to give to a family member to use. It would have been helpful if ATT would have mentioned this in the 3 times I talked to them about troubleshooting or if it had been in Ny of the step by step guides either from them or Apple. I put in my active SIM and got the message that it was unlocked after restoring.

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Answer 10

May 5, 2015 7:43 PM in response to hake0305

Hi hake0305,

I have the same problem, but when I put an active sim inside the phone and restore, it still won't unlock. Does the sim card has to be from AT&T or I can just use any active sim card from any carrier? Thanks in advance!

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Answer 11

deggie

Level 10

167,177 points

May 5, 2015 8:14 PM in response to GGrmy2015

Any active nanoSIM should work but you have to make sure to Restore it as a NEW iPhone and NOT from your backup.

You have received your confirmation letter from AT&T?

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Answer 12

May 6, 2015 1:42 PM in response to deggie

Yes. I've got an unlock request granted via e-mail from AT&T, along with the instructions etc. When I tried to unlock it with a sim card from other carrier, this message shows up (see pic). The iTunes won't even take the phone.

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Answer 13

Jul 22, 2015 12:34 PM in response to GGrmy2015

Same here for me. Trying to activate iPad mini 2 from Tmobile to Sprint. Sprint says everything in their system says it should work. Sprint support says something is blocking it from the device. I've done what is described in my unlock email from Tmobile, but I never get the message that it's been unlocked, like the unlock procedure says I should. Tmobile has said they have sent 3 unlock commands to Apple's servers and Apple says they have no control over the process and won't acknowledge that Apple is even involved. I would assume that since the device has to be hooked to iTunes, something is going on through Apple's servers...

Frustrating!

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Answer 14

deggie

Level 10

167,177 points

Jul 22, 2015 12:40 PM in response to GGrmy2015

Put your T-Mobile SIM back in it, connect it to your computer and Restore it as a NEW iPhone (not from backup). You should get a message, "Congratulations you iPhone is now unlocked."

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Answer 15

KiltedTim

Level 10

195,525 points

Jul 22, 2015 12:52 PM in response to jasonfromhelotes

jasonfromhelotes wrote:

Same here for me. Trying to activate iPad mini 2 from Tmobile to Sprint.

So far as I know, iPads with cellular have never been carrier locked.

That said, you can't use it with Sprint. Sprint is a CDMA carrier. It might be possible to get it to work on their LTE network, but it's not supported.

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