Help unlocking AT&T Surface Duo?

[NexusPenguin]

Hi,

It's been reported that you can now get an unlock code directly from AT&T, without having to call Microsoft.
It has also been reported that you can get this unlock code from AT&T even though you are no customer of theirs and never have been such customer.

Can anyone please confirm this ?

Regards.

Any one has an answer to this ?

I am about to order a Sureface Duo from Amazon... but would like it to be a nice process to get that unlock code.

 

[NexusPenguin]

Hi,

So no one in here able to tell if I can now unlock the thing really smoothly from AT&T directly without being a customer of theirs ?

Regards.

 

[tiguy99]

Hi,

So no one in here able to tell if I can now unlock the thing really smoothly from AT&T directly without being a customer of theirs ?

Regards.

Reddit is your best friend here!

https://www.reddit.com/r/surfaceduo/comments/nqsiy3
XDA traffic is MUCH less now a days vs Reddit

Any one has an answer to this ?

I am about to order a Sureface Duo from Amazon... but would like it to be a nice process to get that unlock code.

Just got mine from Amazon on Monday!

It's a fantastic phone/tablet/productivity device. You'll love it. Very very high end build quality for sure.

Took it out of the box and immediately had a 2GB update to the current version waiting. After updating the phone runs SOLID and doesn't have the bugs people complained about

 

[NexusPenguin]

Hi,
Returned mine.
Was tired of 2 things :
1°) one display getting "off" too many times even while playing ;
2°) having to replace everything on both displays each time I run the app or even put it back to foreground whan it was placed in background for 5 seconds.

MS refunded the money real fast.

 

[AlekGare]

I just got my Duo yesterday and I've requested the unlock code on the ATT page directly, let's see how that goes.

 

[none24]

if you still haven't gotten it unlocked I posted where I got my unlock code from a service and how to do it.

Sim Unlock Success (Not bait I swear)

 

[alfredtv]

if you still haven't gotten it unlocked I posted where I got my unlock code from a service and how to do it.

Sim Unlock Success (Not bait I swear)

the site doesn't show the duo, do you know if they support it?

 

[none24]

the site doesn't show the duo, do you know if they support it?

Again, check out my post. I talk about the fact that they don't have it listed. Just read it. They do support it. That's how I got mine unlocked.

 

[carortruck80]

if you still haven't gotten it unlocked I posted where I got my unlock code from a service and how to do it.

Sim Unlock Success (Not bait I swear)

I have been told by both Microsoft and AT&T to pound sand. Open an account and use the phone on a paid plan. Just tried your method and I'm waiting a response with my code. They did reply to my updated device info within 5 minutes. Super fast. Thanks thanks for the suggestion, hope this works better than then dialing AT&T or Microsoft support. I will update to confirm this works.

 

[none24]

I have been told by both Microsoft and AT&T to pound sand. Open an account and use the phone on a paid plan. Just tried your method and I'm waiting a response with my code. They did reply to my updated device info within 5 minutes. Super fast. Thanks thanks for the suggestion, hope this works better than then dialing AT&T or Microsoft support. I will update to confirm this works.

Awesome! id just ask that you comment on my post saying it worked out and give your personal experience once they get you situated. that way more folks can know.

Im glad this Phone is finally getting more love from the XDA community.

 

[xjrc]

I got a locked surface duo from Amazon and took me about 4 weeks to get the code
I requested the code from the AT&T website then waited one week but no answer. Then contacted Microsoft and they said they would email me the code(they will ask you for the request number at the AT&T website) . waited 2 more weeks and contacted Microsoft again this time they escalated the case and got an email from AT&T with the code 3 days later

I would recommend to contact them as soon as the time they promised expires to do this faster

 

[ajulien]

Finally, I got it unlocked. Long story, short(ish)

Bought it at Amazon Mexico, from a US vendor (https://www.amazon.com.mx/dp/B094PPCP8V?psc=1&ref=ppx_yo2ov_dt_b_product_details). The 128GB version for MXN 6400 (around USD 300). Brand new, sealed box, original charger, the works.

Many failed attempts to get through AT&T came,, but an important point for non-US buyers: when the att.com site detects that you come from abroad (at least in the case of Mexico), it redirects you to att.com.mx (AT&T Mexico's home page). So, for us, the https://www.att.com/deviceunlock/ "does not exist". I connected to my company's VPN, and with that, I could reach the device unlock page. If you have no VPN, take the test period of any reputable VPN service, and off you go.

Finally, I went to Microsoft support site. Have your Microsoft account logged in (Outlook.com or whatnot). As others have pointed out, make sure you are talking to a Surface Duo specialist. They've seen this happen. This girl Gabby was really helpful. She had to escalate, talk to the supervisor or something, find out they didn't have the codes anymore, and when she said "I will open the request with AT&T for you, I explained that I had done it (3+ times) to no avail. She told me not to worry, that she would be explaining what needed to be explained. I don't know if she opened a ticket the same way all of us have, but then she contacted someone inside AT&T about the ticket, so they can deal with it properly.

Minutes later I received in my email a new "unlock request" message from AT&T. I feared that the next day it would be rejected again. But the next day it said "we're working on it". And the next day, and the next. A week passed by, and finally, I received the code!

And... it failed! As others have pointed out, the code ended with zero. So I replaced it with 1 (failed), 2 (failed) and finally, 3 was the lucky number.

I'm loving my Duo! Two screens is the way to go. I remember seeing the MS Courier project years ago, and wished it would materialize some day. Now, I hope it does not dissapear. This device is awesome!

 

[apetrov1x5]

Finally, I got it unlocked. Long story, short(ish)

Bought it at Amazon Mexico, from a US vendor (https://www.amazon.com.mx/dp/B094PPCP8V?psc=1&ref=ppx_yo2ov_dt_b_product_details). The 128GB version for MXN 6400 (around USD 300). Brand new, sealed box, original charger, the works.

Many failed attempts to get through AT&T came,, but an important point for non-US buyers: when the att.com site detects that you come from abroad (at least in the case of Mexico), it redirects you to att.com.mx (AT&T Mexico's home page). So, for us, the https://www.att.com/deviceunlock/ "does not exist". I connected to my company's VPN, and with that, I could reach the device unlock page. If you have no VPN, take the test period of any reputable VPN service, and off you go.

Finally, I went to Microsoft support site. Have your Microsoft account logged in (Outlook.com or whatnot). As others have pointed out, make sure you are talking to a Surface Duo specialist. They've seen this happen. This girl Gabby was really helpful. She had to escalate, talk to the supervisor or something, find out they didn't have the codes anymore, and when she said "I will open the request with AT&T for you, I explained that I had done it (3+ times) to no avail. She told me not to worry, that she would be explaining what needed to be explained. I don't know if she opened a ticket the same way all of us have, but then she contacted someone inside AT&T about the ticket, so they can deal with it properly.

Minutes later I received in my email a new "unlock request" message from AT&T. I feared that the next day it would be rejected again. But the next day it said "we're working on it". And the next day, and the next. A week passed by, and finally, I received the code!

And... it failed! As others have pointed out, the code ended with zero. So I replaced it with 1 (failed), 2 (failed) and finally, 3 was the lucky number.

I'm loving my Duo! Two screens is the way to go. I remember seeing the MS Courier project years ago, and wished it would materialize some day. Now, I hope it does not dissapear. This device is awesome!

I am really happy it worked for you - your perseverance has paid in the end!

I am also trying to unlock from abroad, but for me the problem is that AT&T unlock service does not even create an unlock request. As soon as I enter IMEI it says that this phone was not sold by AT&T and they direct me to Amazon. Amazon can't do anything of course. Microsoft has also been refusing me, but to be fair, there is nothing to escalate for them - there is no unlock request so to say, because AT&T refuses to open one. And the vicious circle closes.

 

[ajulien]

I am really happy it worked for you - your perseverance has paid in the end!

I am also trying to unlock from abroad, but for me the problem is that AT&T unlock service does not even create an unlock request. As soon as I enter IMEI it says that this phone was not sold by AT&T and they direct me to Amazon. Amazon can't do anything of course. Microsoft has also been refusing me, but to be fair, there is nothing to escalate for them - there is no unlock request so to say, because AT&T refuses to open one. And the vicious circle closes.

Hey!

I left out the part where AT&T told me to talk to Amazon. I did, just to cover all bases, but knowing (and eventually confirming) that the seller (who wasn't Amazon but a 3rd party from the marketplace) could do nothing about this.

Insist with Microsoft. You may refer them to my support case #1052716853. Tell them that in that case, Microsoft themselves opened a new AT&T unlock request on behalf of the customer, and apparently gave follow up to it.

Good luck!

 

[apetrov1x5]

Hey!

I left out the part where AT&T told me to talk to Amazon. I did, just to cover all bases, but knowing (and eventually confirming) that the seller (who wasn't Amazon but a 3rd party from the marketplace) could do nothing about this.

Insist with Microsoft. You may refer them to my support case #1052716853. Tell them that in that case, Microsoft themselves opened a new AT&T unlock request on behalf of the customer, and apparently gave follow up to it.

Good luck!

Thank, I tried again, same response, they , MS, don't do that anymore, please contact AT&T support... Will keep insisting, the phone is new, but unusable

 

[ajulien]

If you share your support case #, I can try and write to the support expert that helped me. Maybe she can step in or something. She was very helpful in my case.

 

[apetrov1x5]

If you share your support case #, I can try and write to the support expert that helped me. Maybe she can step in or something. She was very helpful in my case.

Thank you. I will open a new support case just to be absolutely sure that they refuse it even after I follow your instructions. I will share the support case if they refuse it again.

Many thanks!

 

[ohthree]

AT&T has been giving me the run around for 3 months, they finally tell me to go MS. I did so, they submitted a request as others have said.. and ATT just denied it with reason they need more information... I am livid!
I have filed a complaint with FCC, For those in the US, please go to below page and click on form at the end of the page. The complaint is under Equipment: Issues with your phone and related equipment including device unlocking.

https://consumercomplaints.fcc.gov/hc/en-us/articles/360001201223

 

[azndan2]

AT&T has been giving me the run around for 3 months, they finally tell me to go MS. I did so, they submitted a request as others have said.. and ATT just denied it with reason they need more information... I am livid!
I have filed a complaint with FCC, For those in the US, please go to below page and click on form at the end of the page. The complaint is under Equipment: Issues with your phone and related equipment including device unlocking.

https://consumercomplaints.fcc.gov/hc/en-us/articles/360001201223

I filed a complaint as well. Lets get these jokers and force them to do what they promised to do.

 

[azndan2]

I can confirm that you no longer need to involve AT&T at all to unlock the code.

1. Call Microsoft Support at (800) 642-7676
2. Choose Home User
3. Choose Surface Support
4. Ask for a Surface Duo specialist
5. Ask to unlock your Microsoft Surface Duo phone
6. Provide them with your phone's...
   • IMEI (Settings -> About -> IMEI)
   • Serial number (Settings -> About -> Model & hardware -> Serial number)

A turnaround time of 4 (business) days was given and I just received my unlock code via email right on schedule this morning (8/11/2021 -> 8/16/2021 = only 3 business days).

Don't bother with the Unlock your AT&T phone or device page, which has detailed instructions to unlock your specific device (PDF, 572KB). The reason why is that the Microsoft Surface Duo isn't even listed. I was unable to find any official documentation from Microsoft or AT&T on how to complete the unlock process once you receive the code, but it turns out that it's pretty straightforward:

1. Power off the Duo
2. Remove the AT&T SIM card
3. Insert a non-AT&T SIM card
4. Power on the Duo
5. Enter your PIN/password to unlock the screen
6. A giant full-screen form will appear that says "SIM network unlock PIN"
7. Note that the other screen will not react to taps
8. Tap on the line and enter the unlock code supplied by Microsoft
9. Tap Unlock
10. A message should appear that the phone has been unlocked
11. If that doesn't work, try replacing the last digit with a different number, then tap Unlock

I was lucky in that the exact code they provided worked for me the first time.

On a related note, if you happen to want to use your previously-locked-to-AT&T Duo on Verizon (or any of the offshoots like Xfinity Mobile) you will need to get them to enable the "CDMA-less" option for your line/account. This will require a phone call. I'm still working on getting Xfinity Mobile to understand what I'm asking for. Without it, you won't be able to receive text messages.

Microsoft is now saying that this is AT&T's responsibility.