AT&T to begin unlocking off-contract iPhones this Sunday, April 8th

[VertigoMan]

Sounds like good news for me so here's my story:

Bought an iPhone 3GS in July, 2009 and canceled my account when I left the US to travel around Asia in Feb, 2010. I paid the ETF and never missed a payment so I'm evidently in good standing even though my account isn't active. I am still in Asia after all this time.

I've been living in Turkey for the past year and never wanted to jailbreak etc so this sounded perfect for me. I called the 800 number for free on Skype just a bit ago. I hit 1 then 0 to get an operator and the first person was very helpful. She looked up my account even though the phone number I gave seems to be used by a new customer now. She asked me for the IMEI number and started the process but my Skype connection got so bad I couldn't hear her.

I called back a bit later and got another weirdly-cheerful operator who instantly said she'd be happy to help me start the unlock process. She looked up my closed account by my full SS number and then asked for the IMEI number. She then put me on hold for about 10 minutes, checking back every 2 minutes to ask for my patience, then eventually came back to say I'm eligible and all the information has been passed on to their tech support department to get the unlock going. She gave me a case number, took my email address so they can send confirmation, and said it should be complete by April 16 (so 8 days from now). 

I feared the worst, but they honestly couldn't have been nicer about it. It took almost 20 minutes in the end, but it sounds like in a week I'll be unlocked. Fingers crossed. 

[johnb263]

Same here, 3gs upgraded to 4s, tried to unlock, actually got through to tech support. But they said "their system is down right now", and will unlock it within the next 24 to 48 hours. Have to wait and see.

[21stNow]

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cacophony555 wrote:

I currently have an iPhone 4, but upgraded from a 3GS. I called "611" on my iPhone 4, asked for tech support, and then told the rep I wanted to get my old 3GS unlocked. She knew exactly what to do, asked a few qusetions (IMEI number, etc) and then said she had sent the request to the unlock team and that I should be getting confirmation/instructoins before April 16th. Whole process took about 15 minutes.

So call tech support to process the request, and if the person doesn't know about the new policy, call back to get somebody else.

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My experience was similar to yours, except that I did mine via chat and it took about an hour.  My representative was nice and happy, like one of the other poster's was.  She even credited part of my monthly data charge because of the amount of time the chat took.  I have to remember to write a letter of commendation for her.  She was excellent!

We'll see what April 16th brings for us.

[AIM-9X]

AT&T is in fact unlocking iPhones.  I now have an unlocked iPhone 3GS.  Here's what I did that worked:

1.  You must have fulfilled a 2-year contract (mine was up in July 2011).  In-contract fellas: wait for your contract to expire.  It's that easy.

2.  You must have purchased the iPhone new from an AT&T store or an Apple retail store and activated a SIM with it at that time (this means that if you yanked one from eBay or some other 3rd party and have never been an AT&T customer, you are not eligible for an unlock).  You will have to actually tell the tech support representative how/where you obtained your iPhone.

3.  You must have an account in good standing (if you have a balance due, pay it).

4.  Understand that, today (8 Apr 2012),  this is news to most AT&T workers, who are working on Easter Sunday (while most of us are probably NOT working today).  You will have better luck sometime during the middle of the week after most of the problems have been ironed out).

5.  You may have to wait a bit -- military folks who are deployed/overseas are getting top priority (as I would certainly expect).

6.  I was NOT told to buy a new iPhone.  If you were told this, then you either did not purchase your existing iPhone new from an AT&T store or Apple retail store, or you haven't fulfilled your contract.  If you did buy an iPhone from an AT&T store or Apple retail store (or authorized dealer), grab your paperwork and head to an AT&T store.

7.  Make sure you use a land telephone line while talking with tech support, and make sure your iPhone is getting a good signal (3G, EDGE or GPRS -- it doesn't matter).

8.  The GSM iPhone 4 was introduced 24 June 2010.  Unless you're God or you can somehow warp time and space, (or you are an Apple engineer and have a prototype) there is no remotely possible way that you can be done with your 2-year contract (you do the math -- by my calculations, 2 years have not yet passed since the GSM iPhone 4 was introduced).

for those having trouble with this:

1.  DO NOT buy a locked iPhone from a 3rd party and expect AT&T to unlock it.

2.  Wait for your contract to expire.

3.  Keep all paperwork/receipts/etc.

Customer service has been very nice to me, most likely because I was nice to them first.  Treat them the way you like to be treated and you will likely get what you want.

bottom line:  If you bought your iPhone from an AT&T or Apple store (and kept your paperwork in case it is needed) and have been out-of-contract (i.e., your 2 years are up), then getting your iPhone unlocked should be no problem.

[youngjm ACE - Master]

I just tried to have my iPhone unlocked but my 4 is not due to be out of contract for another 2 months.  The agent was very nice and quick.

I really cannot complain as long as all the reps do follow the same rules as intended.  If they are consistent, that will go along way to not having some who should or should not get their iPhones unlocked properly.  If they are inconsistent, this board will get out of hand quickly.

[imblaze]

I Buy my iphone 4 32 gb from eBay 1+ year ago , and I was not notified that it is locked by a single operator. I have not entered into a contract with AT&T but my phone is locked for at&t. I have the right to use all functions on the my iPhone in my country hope you to help me make haste to solve this problem.
My imei :{Personal content removed for your safety}
with respect Gleb{Personal content removed for your safety}

PS: sorry for my English I'm from Ukraine.

[dwill05]

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AIM-9X wrote:

8.  The GSM iPhone 4 was introduced 24 June 2010.  Unless you're God or you can somehow warp time and space, (or you are an Apple engineer and have a prototype) there is no remotely possible way that you can be done with your 2-year contract (you do the math -- by my calculations, 2 years have not yet passed since the GSM iPhone 4 was introduced).

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So, are they saying that if AT&T let someone upgrade to a 4S after 18 or 20 months into their iPhone 4 contract, that doesn't count?  That the 2-yr contract on the 4 isn't over until 24 months have elapsed, even though you started a new 2-year contract when upgrading to the 4S?

That doesn't sound right.  Getting an upgrade in accordance with AT&Ts policies should count as fulfilment of the original contract.  The new contact starts immediately, not after the original 24 months are up and then 24 more months gets added on to that.  That implies to me that the original contract is fulfiled, the same way it's fulfiled if you pay the EFT.

[youngjm ACE - Master]

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imblaze wrote:

I Buy my iphone 4 32 gb from eBay 1+ year ago , and I was not notified that it is locked by a single operator. I have not entered into a contract with AT&T but my phone is locked for at&t. I have the right to use all functions on the my iPhone in my country hope you to help me make haste to solve this problem.
My imei : {Personal content removed for your safety}
with respect Gleb {Personal content removed for your safety}.

PS: sorry for my English I'm from Ukraine.

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ATT is now unlocking iPHones as of today but you probably do not qualify.  In the US, you do not have a right to an unlocked phone.  You need an account in good standing and you do not have one.  Call ATT directly and see if they will help but you probably need to talk to the person who sold you your iPhone as they are the one with the relationship with ATT.

For service or support questions including existing order status, call:
Customer Support: 1-800-331-0500

http://www.att.com/econtactus/callUs.jsp?serviceGroup=wireless#wireless

[21stNow]

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youngjm wrote:

I just tried to have my iPhone unlocked but my 4 is not due to be out of contract for another 2 months.  The agent was very nice and quick.

I really cannot complain as long as all the reps do follow the same rules as intended.  If they are consistent, that will go along way to not having some who should or should not get their iPhones unlocked properly.  If they are inconsistent, this board will get out of hand quickly.

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Interesting.  I'm guessing that you are eligible for an upgrade to another device now.  If you are in a hurry to unlock your iPhone, upgrade to a new phone and get your old iPhone unlocked.  

I got my iPhone 4 in July 2010 and was full upgrade eligible in March 2012.  I upgraded my phone in March and am waiting for my unlock information email for my iPhone 4 on April 16th.  I can let you know if everything goes well on the 16th.

[youngjm ACE - Master]

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21stNow wrote:

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youngjm wrote:

I just tried to have my iPhone unlocked but my 4 is not due to be out of contract for another 2 months.  The agent was very nice and quick.

I really cannot complain as long as all the reps do follow the same rules as intended.  If they are consistent, that will go along way to not having some who should or should not get their iPhones unlocked properly.  If they are inconsistent, this board will get out of hand quickly.

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Interesting.  I'm guessing that you are eligible for an upgrade to another device now.  If you are in a hurry to unlock your iPhone, upgrade to a new phone and get your old iPhone unlocked.  

I got my iPhone 4 in July 2010 and was full upgrade eligible in March 2012.  I upgraded my phone in March and am waiting for my unlock information email for my iPhone 4 on April 16th.  I can let you know if everything goes well on the 16th.

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I am upgrade eligible but will not waste that upgrade until the next iPhone model. Haveing an unlocked iPhone is nice but not critical to my use.

[21stNow]

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dwill05 wrote:

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AIM-9X wrote:

8.  The GSM iPhone 4 was introduced 24 June 2010.  Unless you're God or you can somehow warp time and space, (or you are an Apple engineer and have a prototype) there is no remotely possible way that you can be done with your 2-year contract (you do the math -- by my calculations, 2 years have not yet passed since the GSM iPhone 4 was introduced).

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So, are they saying that if AT&T let someone upgrade to a 4S after 18 or 20 months into their iPhone 4 contract, that doesn't count?  That the 2-yr contract on the 4 isn't over until 24 months have elapsed, even though you started a new 2-year contract when upgrading to the 4S?

That doesn't sound right.  Getting an upgrade in accordance with AT&Ts policies should count as fulfilment of the original contract.  The new contact starts immediately, not after the original 24 months are up and then 24 more months gets added on to that.  That implies to me that the original contract is fulfiled, the same way it's fulfiled if you pay the EFT.

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The rep was trying to indicate that something like this could be possible, even though I agree with you.  I asked if this means that I technically have two contracts now, one expiring 7/12 and the other expiring 3/14.  That seems unreasonable and unlikely to me.  The rep's answer was somewhat vague.  That's why I'm holding off on my victory dance until the 16th.

[youngjm ACE - Master]

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dwill05 wrote:

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AIM-9X wrote:

8.  The GSM iPhone 4 was introduced 24 June 2010.  Unless you're God or you can somehow warp time and space, (or you are an Apple engineer and have a prototype) there is no remotely possible way that you can be done with your 2-year contract (you do the math -- by my calculations, 2 years have not yet passed since the GSM iPhone 4 was introduced).

---

So, are they saying that if AT&T let someone upgrade to a 4S after 18 or 20 months into their iPhone 4 contract, that doesn't count?  That the 2-yr contract on the 4 isn't over until 24 months have elapsed, even though you started a new 2-year contract when upgrading to the 4S?

That doesn't sound right.  Getting an upgrade in accordance with AT&Ts policies should count as fulfilment of the original contract.  The new contact starts immediately, not after the original 24 months are up and then 24 more months gets added on to that.  That implies to me that the original contract is fulfiled, the same way it's fulfiled if you pay the EFT.

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someone who bought an iPhone 4 early on is now probably upgrade eligible and can or may have upgraded to a new phone.  They would then be elibigible for having their 4 unlocked since they fullfilled that contact by upgradng and starting a new two year agreement.

[prophetoflost]

Well I called them.

Here is what I got:

Phones I bought for full price are eligible, but for some reason they need a receipt (which I lost, well 'cos it's been almost 2 years). And since I am in Europe, I can't go to store I bought phones from to claim proof of purchase and get the unlock.

[youngjm ACE - Master]

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prophetoflost wrote:

Well I called them.

Here is what I got:

Phones I bought for full price are eligible, but for some reason they need a receipt (which I lost, well cos' it's been almost 2 years). And since I am in Europe, I can't go to store I bought phones from and get the unlock.

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Did you buy from Apple or ATT?  If Apple, reach out to them and see if you can't get a copy?  They probably can find your purchase via the email address you hopefully gave them.  ATT is probalby doing this given third party sales via ebay, etc....

Good Luck!

[GaryKPDX]

I logged into my wireless account and established a chat using the "technical support" channel. I have a 3GS that is out of contract, and a current contract with a 4S, account in good standing. The chat went very quickly: They asked for the IMEI number on my 3GS. Then they created a "case," asked for my email, gave me the case number, and told me that they would be contacting me with unlock instructions  around April 16th. That's it.

[GaryKPDX]

First gen iPhones are easy to jailbreak. I did so and gave the phone to my wife, who does not need a data plan at all, although she uses the phone occasionally on our home wireless network. After the jailbreak, she signed with StraightTalk and it went smoothly. Had she not acquired the iPhone, she would have signed with StraightTalk using one of our drawerful of old cell phones. So AT&T did not lose business in the exchange.

I think (just my opinion) that a jailbroken first gen iPhone is more functional than one that has just been officially unlocked. There is stuff in the Cydia store that is pretty cool if you are into that sort of thing. The first gen iPhone will not run the latest iOS versions anyway--I think iOS 3.2 is the cutoff. Also, the first gen iPhone can easily be reset to original settings if jailbreaking turns out to not be your cup of tea. I would not jailbreak my later generation iPhones but easily got my unlock reqest for my 3GS in AT&T's system (posted about that elsewhere in this forum). I currently have a 4S under contract with AT&T.

[dorot222]

selling it for CAD$285

[vadolaz]

Hello, youngjm! I have a similar problem as at imblaze. Can I solve the problem by buying some services from AT&T like email or another? If I pay any service, I will become the user with payment history. Whether it is an occasion will consider me in right to get the unlock? If yes how to define the payment sum? Thanks

[youngjm ACE - Master]

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vadolaz wrote:
Hello, youngjm! I have a similar problem as at imblaze. Can I solve the problem by buying some services from AT&T like email or another? If I pay any service, I will become the user with payment history. Whether it is an occasion will consider me in right to get the unlock? If yes how to define the payment sum? Thanks

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Don't know for sure.  You probably need to buy the service for some period of time.  Voice at a minimum but since you are not in the US, you probably do not have US address nor US credit history or US based Credit card.  I am just a customer and cannot speak for ATT.  You need to contact them directly and see what they can do for you.

For service or support questions including existing order status, call:
Customer Support: 1-800-331-0500

http://www.att.com/econtactus/callUs.jsp?serviceGroup=wireless#wireless

Bottom line - In the future you need to do your homework!  Even with this change, you may still have an iPhone locked to ATT.

[sergio.aldana]

can you help me, writing from Guatemala and I have no idea how to contact AT&T

[youngjm ACE - Master]

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sergio.aldana wrote:

can you help me, writing from Guatemala and I have no idea how to contact AT&T

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For service or support questions including existing order status, call:
Customer Support: 1-800-331-0500

http://www.att.com/econtactus/callUs.jsp?serviceGroup=wireless#wireless

[bethbeeman]

So.  Why don't your customer service reps know the drill on unlocking the out of contract phones? I purchased my 3gs directly from ATT in Decemer 09.  They say they have to submit a case and then I will hear back.  Why do others get this resolved when they are on the phone?  Why are some getting an email within the hour after they submit?  Why am I waiting so long to hear back.  This seems really ridiculously implemented.  Seriously folks, why didn't you plan for this annoucement?

[youngjm ACE - Master]

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bethbeeman wrote:

So.  Why don't your customer service reps know the drill on unlocking the out of contract phones? I purchased my 3gs directly from ATT in Decemer 09.  They say they have to submit a case and then I will hear back.  Why do others get this resolved when they are on the phone?  Why are some getting an email within the hour after they submit?  Why am I waiting so long to hear back.  This seems really ridiculously implemented.  Seriously folks, why didn't you plan for this annoucement?

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I am not an ATT employee so here is my guess..... They did not say anything until just before it was announced to avoid leaks.  They picked a holiday to start it and did not have proper training for the staff let alone their reps who have more seniority .  (Bad decision on their part)  Since each case/account is slightly different, there really is no way yet to know why some are getting quicker answers but unless you need the unlocked phone today, you should be fine by the time you need it?

[bethbeeman]

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youngjm wrote:

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bethbeeman wrote:

So.  Why don't your customer service reps know the drill on unlocking the out of contract phones? I purchased my 3gs directly from ATT in Decemer 09.  They say they have to submit a case and then I will hear back.  Why do others get this resolved when they are on the phone?  Why are some getting an email within the hour after they submit?  Why am I waiting so long to hear back.  This seems really ridiculously implemented.  Seriously folks, why didn't you plan for this annoucement?

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I am not an ATT employee so here is my guess..... They did not say anything until just before it was announced to avoid leaks.  They picked a holiday to start it and did not have proper training for the staff let alone their reps who have more seniority .  (Bad decision on their part)  Since each case/account is slightly different, there really is no way yet to know why some are getting quicker answers but unless you need the unlocked phone today, you should be fine by the time you need it?

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Hope so... Just shudder every time I have to call ATT customer service.  It's the company not the employees that is the problem. How unfair of them to do this and not properly train their reps!

[youngjm ACE - Master]

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bethbeeman wrote:

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youngjm wrote:

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bethbeeman wrote:

So.  Why don't your customer service reps know the drill on unlocking the out of contract phones? I purchased my 3gs directly from ATT in Decemer 09.  They say they have to submit a case and then I will hear back.  Why do others get this resolved when they are on the phone?  Why are some getting an email within the hour after they submit?  Why am I waiting so long to hear back.  This seems really ridiculously implemented.  Seriously folks, why didn't you plan for this annoucement?

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I am not an ATT employee so here is my guess..... They did not say anything until just before it was announced to avoid leaks.  They picked a holiday to start it and did not have proper training for the staff let alone their reps who have more seniority .  (Bad decision on their part)  Since each case/account is slightly different, there really is no way yet to know why some are getting quicker answers but unless you need the unlocked phone today, you should be fine by the time you need it?

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Hope so... Just shudder every time I have to call ATT customer service.  It's the company not the employees that is the problem. How unfair of them to do this and not properly train their reps!

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To be fair, the one rep I did have an oline chat with was very professional, quick and provided the answer I was expecting.  I thought I might get lucky!

[New Reality]

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dwill05 wrote:
Kind of curious about this Tim Cook thing. If true, does this mean that all along Apple could have simply asked AT&T to unlock the phone and they would have done it? If so, did no one ever write to Steve Jobs and ask for an unlock (I can't imagine that being true)? Or was Steve Jobs not interested in allowing unlocks no matter how many people asked and it took a change of leadership at Apple to make it happen?

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Technically, yes it's that simple. Make a simple configuration change for the specific IMEI, next time iTunes update is done the phone is unlocked.  The major problem for the carrier is to establish the process and procedures to interface with the client and to keep the business requirments simple.

What you don't want is what AT&T will have for the next few months, people calling the help line and tieing up the agents all day long.  What they need isa web based form and a fully automated process behind the form.  

[hellyon]

I do not have a current AT&T account but was able to request an unlock. No issues with my request..

[youngjm ACE - Master]

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hellyon wrote:
I do not have a current AT&T account but was able to request an unlock. No issues with my request..

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Were you ever an ATT customer?  That may be why?  Clarity will help here.

[zetasouyiro]

Hello, I bought an iphone 4 by eBay almost 2 months ago, I wanna know if at*t can unlock it, because the iphone doesn´t have contract, I live in Costa Rica and I would like to know if a can use it here my IMEI is {Personal content removed for your safety}  thanks for your help

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[youngjm ACE - Master]

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zetasouyiro wrote:

Hello, I bought an iphone 4 by eBay almost 2 months ago, I wanna know if at*t can unlock it, because the iphone doesn´t have contract, I live in Costa Rica and I would like to know if a can use it here my IMEI is xxxxxxxxxxxxx  thanks for your help

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Please read all the other posts.  You need to contact ATT directly and not via this customer forum.

For service or support questions including existing order status, call:
Customer Support: 1-800-331-0500

http://www.att.com/econtactus/callUs.jsp?serviceGroup=wireless#wireless

Do not be surprised if you cannot get your iPhone unlocked if you never had an account with them.  Contact the seller who may be able to do something for you.