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Help unlocking AT&T Surface Duo?

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tevado

Member
Aug 17, 2014
11
0
most services will result in code not found...At&t QS5509A which many service cannot unlock i got this cellphone unlocked. Thats my proof
 
Only if your cellphone is blacklisted by company or barred from entering too many wrong code then it cannot be unlock.
This is not true as I've already provided evidence in this thread that says otherwise.

Just saying "I got mine unlocked" without telling us where is not helpful, in fact you are pretty much trolling at this point.
Per my posts above, AT&T has confirmed that anything purchased from February 2021 on, can not be unlocked by them regardless of whether the device is blacklisted or not. Most 3rd party vendors have some back door into AT&T to get the unlock code. However, since AT&T does not have the unlock codes, those 3rd party vendors can not get them as well. There are several comments on multiple reddit threads about people who have tried 3rd party vendors, and they have not worked. Here's a good example with several failed attempts called out: https://www.reddit.com/r/surfaceduo/comments/nk9urj/_/gzg5cya
So again I say, I have a lot of proof that any devices purchased from Feb on can not currently be unlocked. If you are saying otherwise, then please provide something to back up your claim, or at least the place it was done? Because there are quite a lot of people who would like to get theirs unlocked, myself included.
 
Alrighty, time for another update. I just got off the phone with the MS rep handling the case and I have good news and bad news. Some of you may have already spoken to the rep and know this as well.

The good news is that because enough of you also called in and had cases opened up, they have one large investigation going on to figure out the cause of this etc. (because apparently they don't even know haha) Also good job to those that called in, and thank you!! :) However, even though they have one master ticket/investigation for tracking everyone, they are still working the cases separately as well. The reason for this is apparently they also need an AT&T case # for each user so they can work with AT&T on getting each device unlocked individually. This sounds like a really slow and panful way to do this, but hey at least they are doing something which is good.

Now the bad part. They are saying it maybe a week or more to work out this issue, however, they can't guarantee that they will even get the unlock codes at the end of that. So those of us that are nearing the end of our return window, will have to make a decision to wait it out or not. Me myself, I'm not entirely sure what I'm doing yet either, but that's my decision, and you guys have your own to make.

I also asked what anyone else who is either waiting on our response or hasn't done anything yet should do. And they said that at the least, you should call AT&T and get a case # with them, I think even the case # from the failed website unlock will do. Then you will need to call MS and get a case opened with MS and give them the AT&T case #. You should only need to tell them that there is already an investigation open for this issue, and you just want to add your name to the list, but if not, all my previous posts should have all the information you will need. This could change in the future, or it could be the way it needs to get done, who knows. But starting this process certainly wouldn't hurt, and at the least would put you ahead of those that haven't yet if this does end up working.

As always I'll update again when I have more information.
 

rabilancia

Senior Member
Mar 2, 2006
151
29
Microsoft Surface Duo
After my call 2 weeks ago, I keep getting updates. Here's the one I got yesterday:

I hope this email finds you well.
This email is to notify you that the escalation is still in progress. Your case is being reviewed by the engineer that works with AT&T and together are still working to get a resolution for this case.
Thank you so much for giving us the opportunity to fix this issue. Your satisfaction means everything to us.
I appreciate your time, patience and kindness shown during this process.
 

petahs718

New member
Jun 16, 2021
1
0
I opened a case and got this yesterday. I responded about the master case and it being a known thing but have not heard back yet.

I have recieved a quick update from our team and they have bounced the escalation back to me, as they said it's out of our scope and there's nothing Microsoft can do regarding this. you can reexplain the situation to your phone provider because they should be the only part that can get this resolved, if they can't do it anything from thier end then unfortunatly Microsoft can't do anything as we don't even have that option to unlock devices.

if you have any other questions feel free to email back.
Kindest regards
Microsoft customer service and support
 

scottkuhl

New member
Jun 15, 2021
4
0
St. Louis, MO
Thank you for contacting AT&T Customer Care about unlocking your AT&T Mobile device:

We cannot complete your request for one of the following reasons:

  • This device is no longer actively supported
  • There is no unlock code available for this device

Thank you for your business. For other questions about our AT&T wireless service or other Mobile devices, please visit att.com

Sincerely,
AT&T Customer Care Team


Sending it back to Woot.
 

rabilancia

Senior Member
Mar 2, 2006
151
29
Microsoft Surface Duo
Just got this e-mail from Microsoft Support:

I'm following up with you to let you know that we are still working on your Case Number XXX. I am still waiting for a resolution from my higher support. As soon as we get a resolution, I will let you know.
I completely understand that you really need your device but the specialists are actively working on getting this situation resolved for you.
Thank you so much for giving us the opportunity to fix this issue. Your satisfaction means everything to us. I appreciate your time, patience and kindness shown during this process.

I'm trying to remain optimistic.
 
I honestly thought there were laws now to prevent this stuff.
Yeah the sad thing is even if it was against the law, which unfortunately it is not, they are a big corp, and we are just that small statistic of problems they know they can steamroll over and hope it goes away.

I'm sorry you got stuck at their lower levels. Their phone support was just as clueless as AT&T.

For anyone else that may still be holding out, if you are hitting a brick wall with MS, give them this case # (1023577706) saying you are having the same issue, and tell them to contact Jimy S. He knows about this issue, and is currently helping several others with this.
 
Maybe the best news so far, but someone on one of the Woot.com boards has posted saying that they got an unlock code from MS, and their Surface Duo is now unlocked. If this is true, then that means doing the above and creating a ticket with MS is the current route to go to get yours unlocked. I would like to get more confirmation on this myself before I would consider this resolved, but this maybe a good sign!
 
Good news everyone, I recently got a call and can CONFIRM that MS has come through with the unlock codes. Mine is now unlocked and several others have already been reporting the same. Anyone else that has a case opened with MS should be getting an e-mail soon with an unlock code as well.

Now, for those that haven't done anything yet, and or were waiting to see what happens, I confirmed with the MS rep that this is what you need to do:

  1. You need a case # with AT&T first. The easiest way to do this is to submit an unlock request on their site at https://www.att.com/deviceunlock/ and then wait a week for it to fail and give you a case #. Or if you want something faster, you can try calling them. But the important thing is that YOU NEED AN AT&T CASE # FIRST. MS will not help you without that.
  2. Contact MS, either by phone at 1-800-642-7676 or using the live chat at https://support.microsoft.com/en-us/surface Now here's the important part, you NEED to talk to a Surface Duo Trained Rep. Politely confirm that the person you are talking with is one, and if not, tell them that you need to speak to one for this issue. If you don't, it's almost guaranteed that they will just punt you back to AT&T.
  3. Once you get the Surface Duo rep, explain your situation, that you have an AT&T locked phone, and AT&T does not have the unlock codes and told you to contact MS support. Make sure that you mention that there is already a larger investigation ticket for this issue as well. If all goes well, they should ask for your AT&T case #, and the IMEI number from your phone. If they still aren't helping you, you can try and give them my case # 1023577706 and tell them you are having the same issue.
  4. Wait till MS sends you your unlock code and then celebrate!!
I want to thank those of you that also bugged the hell out of MS to help us get where we are!! It's been a long and wild ride, but we finally got what we wanted in the end.
Cheers!
 

rabilancia

Senior Member
Mar 2, 2006
151
29
Microsoft Surface Duo
Just got this e-mail:
I am glad to let you know that issue has been fixed and we will provide the unlock code for ATT & T.
Please be so kind as to share the following information about the IMEI number of your Surface DUO to generate the unlock code:
The IMEI number can be found by using the following steps:
1. Launch the Settings app.
2. Tap About.
3. Scroll down to find the IMEI number.
Please note that your unlock code will be provided within the next 24-48 business hours.
 

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  • 2
    I just called the support number to get my unlock code. The rep seemed to immediately know what was going on, collected the IMEI and SN, and said he'd call me back with the unlock code within 3 days. Did not ask for the ATT Case Number.

    I'll post an update.
    I just wanted to post an update. I just received a phone call from Microsoft with my unlock code. After the call ended, they also sent an email with the code and unlock instructions.

    To recap- I called Microsoft and gave them my IMEI and S/N. No ATT case number was required. I requested my code on the 14th of July and received it on the 21st.
    2
    Ok, time for me to jump in here. I got my 256GB Duo (locked to ATT) from Amazon yesterday thru Woot's Amazon store. Got it all set up. Just got off of online support chat with Microsoft where I gave them a very detailed breakdown of needing the phone unlocked, how ATT doesn't have the codes, gave them my ATT case number (I had already been rejected by ATT online unlock request), gave them my Duo IMEI and Serial Number, and gave them HighWing's case number so they could reference that if needed. She escalated the case and sent it to her manager, but the manager was busy at the moment so she is going to send me an email soon to follow up. Hopefully they are able to resolve it and give me an unlock code. I'll post updates as I get them.
    2
    Great congratulations so there are different hardware on Surface DUO
    Microsoft support called me today and provided me with my unlock code!
    2
    I just called the support number to get my unlock code. The rep seemed to immediately know what was going on, collected the IMEI and SN, and said he'd call me back with the unlock code within 3 days. Did not ask for the ATT Case Number.

    I'll post an update.
    1
    I got my phone from Ebay. I live in Sweden.
    It is network locked to AT&T.
    When I tried to unlock it on https://www.att.com/deviceunlock/.
    It gives me the message:
    "Looks like you haven't paid off your device yet."

    Should you´ve tried to call Microsoft anyway and hope they don´t ask for AT&T-Request number? Or any other ideas?
  • 2
    I just called the support number to get my unlock code. The rep seemed to immediately know what was going on, collected the IMEI and SN, and said he'd call me back with the unlock code within 3 days. Did not ask for the ATT Case Number.

    I'll post an update.
    I just wanted to post an update. I just received a phone call from Microsoft with my unlock code. After the call ended, they also sent an email with the code and unlock instructions.

    To recap- I called Microsoft and gave them my IMEI and S/N. No ATT case number was required. I requested my code on the 14th of July and received it on the 21st.
    2
    Great congratulations so there are different hardware on Surface DUO
    Microsoft support called me today and provided me with my unlock code!
    2
    Ok, time for me to jump in here. I got my 256GB Duo (locked to ATT) from Amazon yesterday thru Woot's Amazon store. Got it all set up. Just got off of online support chat with Microsoft where I gave them a very detailed breakdown of needing the phone unlocked, how ATT doesn't have the codes, gave them my ATT case number (I had already been rejected by ATT online unlock request), gave them my Duo IMEI and Serial Number, and gave them HighWing's case number so they could reference that if needed. She escalated the case and sent it to her manager, but the manager was busy at the moment so she is going to send me an email soon to follow up. Hopefully they are able to resolve it and give me an unlock code. I'll post updates as I get them.
    2
    I just called the support number to get my unlock code. The rep seemed to immediately know what was going on, collected the IMEI and SN, and said he'd call me back with the unlock code within 3 days. Did not ask for the ATT Case Number.

    I'll post an update.
    1
    Diito thanks to @HighWing! I just performed the SIM unlock. It went smoothly & flawlessly.