Motorola Community

Moto Z Phones - Mod CapableMoto Z² Force
All Forum Topics
Options

7 Posts

01-03-2019

US

22 Signins

289 Page Views

  • Posts: 7
  • Registered: ‎01-03-2019
  • Location: US
  • Views: 289
  • Message 1 of 7

Need help to unlock Moto Z2 Force AT&T

2019-08-24, 22:23 PM

Hello,

 

I purchased my Moto Z2 Force AT&T phone from Motorola website in November, 2018. As I am planning to take trip to India, I filed request to unlock my phone. Although, I have been using my At&T prepaid card for last 2.5 years, I received mesage that my request has been denied.

I contacted AT&T support team. They told me to contact Motorola to get unlock code. When I contacted Motorola support team, they told me to contact AT&T. AT&T people are not even ready to create a support ticket.

 

I am not sure what to do next. Please suggest me if there is anything I can do to resolve this problem.

 

Thanks in advance.

 

Please find below chat with AT&T rep:

 

Nathaly : Hello! Let’s get you connected to your Social Media Specialist. Are you available to begin chatting?
Me : Hello
Nathaly : Hi. My name is Nathaly. I’m happy to help! Can you please provide your name and wireless number?
Me : My name is xxxxxx. My phone number is xxxxxxxxxxx
Nathaly : Hi xxxxxxxxx! Thank you so much for contacting me back.
Nathaly : Just to confirm we were working on the unlock request for your device.
Me : Yes
Nathaly : I will be more than happy to help you with this information.
Nathaly : Just as a validation procedure can you please confirm me your account PIN?
Me : xxxx
Nathaly : Perfect! Thank you so much.
Nathaly : May I know if you contact Motorola?
Me : Yes, I contacted them. They told me to work with At&t for this.
Nathaly : I understand you. However as the device is not an AT&T device we are not able to process the unlock from our end.
Nathaly : In this case it will be then the once with the tools to process the unlock request.
Me : Let me paste the response from Motorola.
Nathaly : Sure.
Me : Thanks for reaching out, xxxxxxxxx. We regret to inform you that the only way to unlock your handset is to contact the original network of the handset. Motorola does not have this information as handsets are locked by the network and the codes belong to them exclusively. Please get in touch with them to get the subsidy unlock code that can unlock the device. -Mary
Nathaly : Thank you so much for sharing this information with me
Nathaly : However in this case as the device was purchase with Motorola its necessary to contact them to unlock it.
Me : It is becoming very tiring for me to follow up with everyone. Motorola people are saying to contact At&t and you guys are telling me to contact Motorola. What should I do in this case ?
Nathaly : I completely understand you 
Nathaly : However as the device was purchase directly with Motorola.
Nathaly : The once with the tools to unlock it are them
Me : Ok I will check it out. Can you please create a support ticket for me. I would like to escalate it with customer care.
Nathaly : I would love to be able to create a ticket, however as the device was purchase with Motorola I am not able to process any ticket for device that are not directly purchase with AT&T.
Me : Ok. Please create a ticket. I would like to have some ticket# and email for Motorola people.
Nathaly : I really sorry, I am not able to create the ticket for you.
Me : Ok
Nathaly : May I know if there is anything else I can help you with?
Me : No that is all
Nathaly : Thank you so much for taking the time to chat with me.
Me : Thanks
Nathaly : Thank you for contacting AT&T! Have a great day.
Reply
Options

8589 Posts

03-05-2018

US

1017 Signins

135057 Page Views

  • Posts: 8589
  • Registered: ‎03-05-2018
  • Location: US
  • Views: 135057
  • Message 2 of 7

Re: Need help to unlock Moto Z2 Force AT&T

2019-08-26, 21:12 PM

Hi ashrip,

 

Hmm. This is odd. Appreciate your post though. I'd like to look into this, can you please update your profile with current phone, carrier and serial number -- this will help me check. Need help updating your profile? See here. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

Reply
Options

7 Posts

01-03-2019

US

22 Signins

289 Page Views

  • Posts: 7
  • Registered: ‎01-03-2019
  • Location: US
  • Views: 289
  • Message 3 of 7

Re: Need help to unlock Moto Z2 Force AT&T

2019-08-27, 13:14 PM

Hi Agent_Rich,

 

I have updated my profile with current phone model, carrier and serial number.

 

Thanks in advance.

Reply
Options

8589 Posts

03-05-2018

US

1017 Signins

135057 Page Views

  • Posts: 8589
  • Registered: ‎03-05-2018
  • Location: US
  • Views: 135057
  • Message 4 of 7

Re: Need help to unlock Moto Z2 Force AT&T

2019-08-27, 18:59 PM

Hi ashrip,

 

Thanks. We'll look into this. 

 

Best regards,
Rich
Motorola-Lenovo Support



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"!
This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

Reply
Options

7 Posts

01-03-2019

US

22 Signins

289 Page Views

  • Posts: 7
  • Registered: ‎01-03-2019
  • Location: US
  • Views: 289
  • Message 5 of 7

Re: Need help to unlock Moto Z2 Force AT&T

2019-09-04, 21:03 PM

Hello Agent_Rich,

 

Please let me know if you have any update for the issue.

 

Thank you.

Reply
Options

7 Posts

01-03-2019

US

22 Signins

289 Page Views

  • Posts: 7
  • Registered: ‎01-03-2019
  • Location: US
  • Views: 289
  • Message 6 of 7

Re: Need help to unlock Moto Z2 Force AT&T

2019-09-25, 20:24 PM

Hello Agent_Rich,

 

Please let me know if you have any update on the unlocking issue.

 

Thanks in advance.

Reply
Options

8589 Posts

03-05-2018

US

1017 Signins

135057 Page Views

  • Posts: 8589
  • Registered: ‎03-05-2018
  • Location: US
  • Views: 135057
  • Message 7 of 7

Re: Need help to unlock Moto Z2 Force AT&T

2019-09-27, 14:41 PM

Hi ashrip,

 

Thanks for getting back on the thread. I asked a follow up on this, and the team is still working on it. Rest assured I'm following up on this from time to time. I'll let you know. Thank you. 

 

Best regards,
Rich
Motorola-Lenovo Support



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"!
This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

Reply
Forum Home

Community Guidelines

Please review our Guidelines before posting.

Learn More

Check out current deals!

Go Shop
X

Save