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11-25-2015

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Re: AT&T device: carrier unlock not available

2015-11-25, 4:15 AM

I'm having a similar problem with a Moto X (XT1058, with AT&T logo) that I bought used online. It worked fine on the AT&T network for several months. My daughter brought the phone to Germany in August 2015 and tried to use it on the Blau network; I thought it was unlocked when I bought it, but apparently that wasn't the case, because she was prompted for the SIM network unlock PIN in Germany.  She got another phone to use in Europe and now her Moto X is back in the U.S.  I assumed it should still work on the AT&T network, but now we get the SIM network unlock PIN prompt even with a valid AT&T SIM here in the U.S.



I've brought the phone to an AT&T store for help, contacted AT&T Tech Support twice, the second time they referred it to their AT&T "unlock specialists", tried multiple factory resets, and I've tried a 3rd-party pay-for-unlock-code service. It seems the phone IMEI can't be found in anyone's database.  I'll forward the email I received from the specialists.



We like the Moto X and hope an unlock code can be found somewhere, or would even be happy if it could be "re-locked" to the AT&T network. Please let me know if there's hope for this phone.



Thanks, JCM57

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16326 Posts

11-22-2013

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  • Message 32 of 48

Re: AT&T device: carrier unlock not available

2015-11-25, 18:10 PM
@jcm57


If your phone is unlocked then it can't be relocked again. Sounds like the sim is locked on the phone and not the phone. May have to call AT&T for SIM pin vs subsidy unlock/Network Pin.

As for the subsidy unlock code. You should ensure your phone is registered in the site and then one of the admins can look up the origin of the device and then find out why AT&T can't get the code. When I was an employee there were some codes that were missing in their database and we were able to solve it with some legwork. Get it updated then we'll alert an admin to look into it for you. Be sure to post the last two digits of your IMEI when you reply if you have more than one phone in your registered products so they can look into the right one.

Mark
Mark
Former Employee
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11-25-2015

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  • Message 33 of 48

Re: AT&T device: carrier unlock not available

2015-11-25, 18:44 PM

Thanks Mark - I appreciate the quick response!



I've tried different SIMs, including an AT&T SIM that works fine in another phone and SIMs from other carriers, and I always get the same "SIM network unlock PIN" prompt.  So it seems like it's the phone that's locked, right?



How do I get the phone "registered in the site"?  You mean this motorola.com site?



Thanks!  JCM57

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  • Message 34 of 48

Re: AT&T device: carrier unlock not available

2015-11-25, 20:23 PM

OK, I followed the "MOTOCARE" link, went to My Stuff, and found that my primary phone is already registered.  I was able to add the locked phone to My Stuff (for some reason it's listed there 4 times), so I should be ready for some admin help.  The last 2 digits of my IMEI are: 48



Thanks!  JCM57

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08-07-2014

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  • Message 35 of 48

Re: AT&T device: carrier unlock not available

2015-11-25, 20:26 PM

I never got a reply about my locked Moto X...

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  • Message 36 of 48

Re: AT&T device: carrier unlock not available

2015-12-01, 16:39 PM

Is there anything else I need to do to get an admin to look into tracking down an unlock code for my Moto X (IMEI ending in 48)?  Or maybe someone is already looking into it?  I've purchased six Moto X's over the past couple of years for various family members - we're fans, so I hate to let this one go to waste.



Thanks!  JCM57

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11-26-2015

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  • Message 37 of 48

Re: AT&T device: carrier unlock not available

2015-12-01, 17:11 PM

Looks like I ended up with two different accounts here - one (JCM57) with the email address I normally use, and one (JCM57147) with my gmail address that is on the phone.  The locked phone that I want to unlock is listed on the JCM57147 account.  Sorry about the confusion.



JCM

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28352 Posts

02-02-2016

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  • Message 38 of 48

Re: AT&T device: carrier unlock not available

2015-12-01, 22:09 PM

giodelgado said:


I never got a reply about my locked Moto X...


View original


Is it possible for you to get the output of 



fastboot getvar all


* Search box is your friend * I don't respond to PM if question belongs in forum
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11-26-2015

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  • Message 39 of 48

Re: AT&T device: carrier unlock not available

2015-12-02, 21:20 PM

Hi AlphaDog,



Not sure if you were asking me or giodelgado, but here's the fastboot getvar all output for my Moto X:



C:\Users\u0034011\adb>fastboot getvar all


(bootloader) version-bootloader: 30B7

(bootloader) version: 0.5

(bootloader) cpu: MSM8960 Pro CS

(bootloader) ram: 2048MB Hynix S4 SDRAM DIE=4Gb

(bootloader) emmc: 16GB Toshiba REV=06 PRV=01 TYPE=17

(bootloader) product: ghost

(bootloader) revision-hardware: 0x8300

(bootloader) radio: 0x1

(bootloader) secure: yes

(bootloader) mid: 026b

(bootloader) serialno: T062202511

(bootloader) qe: qe 0/1

(bootloader) unlocked: no

(bootloader) iswarrantyvoid: no

(bootloader) max-download-size: 805306368

(bootloader) uid: B382F8030C000100000000000000

(bootloader) imei: 353216056011948

(bootloader) meid:

(bootloader) sku: XT1058

(bootloader) cid: 0x01

(bootloader) iccid: 89014103286324199716

(bootloader) date: 07-28-2013

(bootloader) cust_md5:

(bootloader) reason: Key pressed

(bootloader) ro.build.date: Wed Jun 25 00:10:28 PDT 2014

(bootloader) ro.build.id: KXA21.12-L1.26

(bootloader) ro.build.tags: bldacfg.release-keys

(bootloader) ro.build.type: user

(bootloader) ro.build.user: dbbuild

(bootloader) ro.build.version.codename: REL

(bootloader) ro.build.version.incremental: 26

(bootloader) ro.build.version.release: 4.4.4

(bootloader) ro.mot.build.customerid: att

(bootloader) ro.product.name: ghost_att

(bootloader) ro.build.fingerprint[0]: motorola/ghost_att/ghost:4.4.4/K

(bootloader) ro.build.fingerprint[1]: XA21.12-L1.26/26:user/bldacfg.re

(bootloader) ro.build.fingerprint[2]: lease-keys

(bootloader) ro.build.version.full[0]: Blur_Version.212.44.26.ghost_att

(bootloader) ro.build.version.full[1]: .ATT.en.US

(bootloader) kernel.version[0]: Linux version 3.4.42-gb444bf1-00

(bootloader) kernel.version[1]: 004-g6b785f7 (dbbuild@ca88lnxdro

(bootloader) kernel.version[2]: id14) (gcc version 4.7 (GCC) ) #

(bootloader) kernel.version[3]: 1 SMP PREEMPT Wed Jun 25 00:21:2

(bootloader) kernel.version[4]: 1 PDT 2014


all:

finished. total time: 0.230s



JCM57



 

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  • Message 40 of 48

Re: AT&T device: carrier unlock not available

2015-12-02, 21:30 PM

JCM57 said:


Thanks Mark - I appreciate the quick response!



I've tried different SIMs, including an AT&T SIM that works fine in another phone and SIMs from other carriers, and I always get the same "SIM network unlock PIN" prompt.  So it seems like it's the phone that's locked, right?



How do I get the phone "registered in the site"?  You mean this motorola.com site?



Thanks!  JCM57


View original


Mark is no longer here. If your AT&T phone is prompting for an unlock code when you insert an AT&T sim, then something is wrong - and I doubt an unlock code will work. I would double check if this is the case before we spend to much time. 



I was asking giodelgado (i quoted his text). In your case, do you have any correspondence from AT&T that they can't unlock your phone? Motorola uses that as permission to dig deeper. 


* Search box is your friend * I don't respond to PM if question belongs in forum
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