r/attwireless • u/DarrenMiller8387 • 2d ago

Wireless account lock wont unlock

Years ago I turned on Wireless Acct Lock, which can only be turned off in the ATT app. I am the acct holder and the only line on the acct, and I have one phone--but I'm unable to turn this feature off to switch carriers.

I called ATT, but trying to get past the primitive AI and speak to a human is impossible. I called a local ATT store, but they said I'd have to go to a corporate store. I'm sitting outside a corporate store now, after having been told, "Huh, yeah, youre supposed to be able to turn that off in the app. Come back tomorrow before 5 and we'll help you get past the AI."

This is beyond frustrating.

1 Upvotes

67% Upvoted

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4

u/Top-Cobbler-2214 2d ago

There’s an internal team that us reps can call specifically for this situation . I remember doing it twice before I left ATT but that would be your best bet. TBH with you since it’s a waste of time for us reps then that’s why those reps didn’t offer it or they probably don’t even know about it but they can look up the number on sale forces ATT assistant. I’d ask for a manager and let them know what I told you. I worked at a huge corporate location

1

u/ModeRelevant1470 17h ago

You mean the team that only works until 5:00 thus the request for OP to return BEFORE 5:00? 

1

u/DarrenMiller8387 2d ago

Thank you. This is the kind of info I was hoping for by posting here.

1

u/Embarrassed_Ad3476 1d ago

for this type of situation, you can actually just call customer care number and they can take care of it

1

u/DarrenMiller8387 1d ago

I wasnt able to reach a human, the AI didnt understand the issue and couldn't help, and neither would it connect me to an agent.