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06-06-2014

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AT&T device: carrier unlock not available

2015-03-02, 21:31 PM

Hi, after 21 documented attempts dating back to 12/11/14 to unlock one of our Moto X's it continues to be unsuccessful and we are getting rude service from Motorola over the phone. The first 9 or so attempts from ATT through the automated system returned the "device no longer supported" message. AT&T has actually been very supportive with us, even most recently providing us a specialist who worked on this unlock for 3 days. At one point Motorola did send us a replacement phone (probably around attempts 11-13) which is also unable to be unlocked and is the phone the AT&T specialist worked on. We paid full price for the phone through Moto Maker and it should not have been locked in the first place. The AT&T unlock specialist assured us that the problem is with the phone and Motorola. I believe them as we've successfully unlocked 3 other phones without issue, one of them a MotoX. Of course calls to Motorola suggest that AT&T and only AT&T can provide the unlock, but after 21 attempts, multiple customer care reps, tech support reps, unlock department reps (hard department to get into btw), and an unlock team leader/specialist all work on this do you really think AT&T is simply not providing us a code? They even gave us a few codes to try hoping they would work, but they did not.



Other than sending a replacement phone to attempt to unlock Motorola has been quite unresponsive with this issue, we've run AT&T dry. Motorola phone support is turning a cold shoulder. Hopefully somebody from Motorola can respond and help. We just want the unlocked phone we were supposed to get in the first place. Who can I contact to get an unlocked phone sent to me and send you back this locked device?

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02-02-2016

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Re: AT&T device: carrier unlock not available

2015-03-03, 14:21 PM

Let me forward this on.  



Please let us know if someone contacts you within the next day or two.

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Re: AT&T device: carrier unlock not available

2015-03-03, 14:24 PM

I don't have an AT&T Moto  X1 so I'm just looking and learning....



I don't see the AT&T version listed on this page of eligible devices.  

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16326 Posts

11-22-2013

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  • Message 4 of 48

Re: AT&T device: carrier unlock not available

2015-03-03, 14:33 PM

@Eric-



Just to confirm you are asking for Subsidy unlock so you can use your Moto X 1st Gen with T-Mobile or some other GSM compatible Service provider, correct? Please note that only the original service provider of the phone can provide subsidy unlock codes for phones originally intended for their network. Motorola agents are not equipped/trained to provide this information since it requires permission of the original service provider.



Just to confirm, you're not asking for Bootloader Unlock correct? If that is what you are asking for, it isn't possible with the original Moto X on AT&T. Bootloader Unlock is only available on Developer Editions for AT&T phones.



I look forward to your response so I can look into this further. Please be aware that we'll need validation of your contacts to AT&T to assist with this matter if you are confirming it is Subsidy Unlock that you are requesting.



Mark

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Mark
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  • Message 5 of 48

Re: AT&T device: carrier unlock not available

2015-03-03, 15:05 PM

eaccents - thank you for forwarding this on. The AT&T XT1058 can absolutely be unlocked. We have two, we originally sent in requests at the same time, the one that I am using received the unlock within the FCC prescribed 2 days without issue. It appears I can only upload one picture at a time, I respond again with a screenshot showing my phone on the T-Mobile network today.



Mark - Yes we are trying to get a subsidy unlock, and yes we have switched to T-Mobile. Attached is a screenshot showing some of the contacts with AT&T, several more can be available with phone records.

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Re: AT&T device: carrier unlock not available

2015-03-03, 15:06 PM
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Re: AT&T device: carrier unlock not available

2015-03-03, 15:14 PM

Please forward an email to supportforums AT motorola DOT com that you received from AT&T which references the device IMEI for which you are requesting the Subsidy Unlock code which states AT&T's inability to provide the unlock code. This email must also include a reference number provided by AT&T. You can forward email communication from AT&T as a PDF attachment. Please include a link to this thread for context to this issue. Ensure you mention your Forum Display name when emailing us.



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  • Message 8 of 48

Re: AT&T device: carrier unlock not available

2015-03-03, 16:13 PM

I hope nobody minds, but I am going to add "carrier" to the title to make the topic of this thread more clear.

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  • Message 9 of 48

Re: AT&T device: carrier unlock not available

2015-03-04, 17:41 PM

Mark (Forums Manager) said:


Please forward an email to supportforums AT motorola DOT com that you received from AT&T which references the device IMEI for which you are requesting the Subsidy Unlock code which states AT&T's inability to provide the unlock code. This email must also include a reference number provided by AT&T. You can forward email communication from AT&T as a PDF attachment. Please include a link to this thread for context to this issue. Ensure you mention your Forum Display name when emailing us.



Mark

Forums Manager


View original


Awaiting your reply with your device info.



Mark

Motorola Support

Mark
Former Employee
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  • Message 10 of 48

Re: AT&T device: carrier unlock not available

2015-03-04, 19:43 PM

Mark (Forums Manager) said:



Mark (Forums Manager) said:


Please forward an email to supportforums AT motorola DOT com that you received from AT&T which references the device IMEI for which you are requesting the Subsidy Unlock code which states AT&T's inability to provide the unlock code. This email must also include a reference number provided by AT&T. You can forward email communication from AT&T as a PDF attachment. Please include a link to this thread for context to this issue. Ensure you mention your Forum Display name when emailing us.



Mark

Forums Manager


View original


Awaiting your reply with your device info.



Mark

Motorola Support


View original


Hi, thanks for your help. I just sent the email, had work and some other stuff come up that have been taking up my time so I wasn't able to get to it right away. The emails regarding the replacement MotoX that was sent do not show an IMEI listed, only older emails on the previous device have the IMEI listed from ATT. I included the current device's IMEI in the body of the email as well as reference to unlock attempts and the most recent case number.

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