AT&T refuses to unlock iPhone from Apple

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AT&T refuses to unlock iPhone from Apple

I just became aware of an iPhone carrier-unlocking dilemma between AT&T and Apple.

I bought the phone at Apple's web store for use on AT&T's network — all well and good. But now that I need to have it unlocked, Apple says only AT&T can perform the unlocking, and AT&T says that it's impossible because the phone was not purchased directly from them in the first place.

It has to be technically possible to carrier-unlock this device, but how?

No one said anything about this catch at the time of purchase, naturally.

THX/jc

iPhone 5s, iOS 12.1, Purchased from Apple during launch

Posted on Nov 28, 2018 10:09 PM

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Answer 1

Top-ranking reply

KiltedTim

Level 10

225,522 points

Nov 29, 2018 11:30 AM in response to Jeffrey Clayton

It does not have to be purchased from AT&T in order for AT&T to unlock it. However... AT&T does have requirements for unlocking. If you are not a current or former AT&T customer whose account is in good standing, they may not unlock it for you. They are under no legal obligation to do so.

If the phone was never actually activated on their network, they may not unlock it for you. If it was not active on their network for whatever minimum period of time they specify, they may not unlock it for you.

You'll have to work with AT&T on this.

See this document on how to unlock the phone: How to unlock your iPhone for use with a different carrier - Apple Support

You can submit an unlock request directly to AT&T here: https://www.att.com/deviceunlock/#/

You'll probably have better luck submitting the request on-line as many of their support reps are poorly educated on how unlocking works.

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Answer 2

anypats

Level 7

21,357 points

Nov 29, 2018 10:32 AM in response to Jeffrey Clayton

Apple doesn't unlock phones so I would contact AT&T again and ask to speak to someone higher. Don't mention that you purchased it through Apple, just let them know you need it unlocked. Thousands and thousands of phones are bought through Apple, Best Buy, Walmart, etc. and all the carriers are able to unlock the phones that are locked to their network. If they couldn't there would be a lot of press regarding it. Either the person you spoke with didn't know what they were talking about or there's another reason they won't unlock your phone.

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Answer 3

Nov 29, 2018 11:38 AM in response to KiltedTim

Right... AT&T publishes 8 official requirements to unlock a device, like having hardware paid off and account current and in good standing for a minimum period. This phone has been on their network continuously for 5 years.

Their online device unlocking portal is where I deadend with, "We're sorry. We can't unlock this device." Obviously a very special sense of "can't".

45 minutes of online chat with a support rep got me a case number with the unlocking team. I'll update on how that goes. No comment from them so far on why this wouldn't be completely routine.

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Answer 4

Dec 1, 2018 11:51 PM in response to Jeffrey Clayton

To wrap up:

Two days later, AT&T unlocked the phone and sent instructions in email.

Inserting a new SIM card is all it takes to complete the process.

If I had reused the original AT&T SIM, that would involve a full backup to iTunes, removing the iPhone from Find My Phone, erasing and restoring from backup, and letting all the apps reinstall over the air.

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AT&T refuses to unlock iPhone from Apple

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