[rdifiori]

I have a refurbished Q10 that I received from AT&T after my original Q10 died. AT&T has supplied me with an unlock code that does not work. After I enter the 16-digit code, the "number of tries" counter goes down by 1 and no "unlock successful" message appears.

I asked AT&T to double-check the code, and they did. The sent me the same code again. I tried again and no go. 7 tries remaining...

Has anyone had this issue with an AT&T Q10? Any advice?

Thank you.

[Bob80220]

Something is definitely not right. On the 2 occasions I got unlock codes from AT&T for my AT&T branded Blackberrys the unlock codes they provided worked without any issues.

I don't have any advice other than to continue addressing this with AT&T technical.

Bob



Posted via CB 10>Q10-SQN100-5/10.3.1.2267>Z10-STL100-3/10.3.1.2267 On AT&T

[rdifiori]

Thanks Bob. Do you recall if they gave you a 8-digit or 16-digit code?

[Bob80220]

It was definitely a 16 digit code.

Bob

Posted via CB 10>Q10-SQN100-5/10.3.1.2267>Z10-STL100-3/10.3.1.2267 On AT&T

[webmeister]

Key is "refurbished ". I went through the same issue on Bell Mobility with a Bell Mobility refurbished phone. This was a replacement they sent to me because of the double typing issue.

Their codes wouldn't work and ultimately I spent some time with a very helpful rep at BlackBerry who said that it was because it was refurbished. Short story: un-unlockable.

Doesn't make sense, but there it is.

Posted via CB10

[cbvinh]

I bought a refurb Q10 from T-Mobile USA and couldn't get it unlocked after five attempts. Customer Care decided to send me another refurb. It too, had the same problem. The issue was escalated to BlackBerry specialists at T-Mobile and they eventually sent me a code that worked, after sending me the same code over and over again. Anyway, it is possible to unlock a refurb Q10, at least from T-Mobile USA. I have no idea what was different between the requests that didn't work and the one that finally did. I only supplied the IMEI.

[lift]

Refurbished does not automatically mean unlockable. I bought 2 refurbished Telus locked Z10's from ebay. I used "swiftunlocks.com" to get unlock codes for them and the codes they sent worked the first time no problem.
What I suggest to the OP is to make sure you compare the IMEI on the label under the battery with what the phone itself reads when you go to settings/about/hardware and look at what the IMEI says there. Also try *#06# from the dial pad. Sometimes when they refurbish phones the label is never changed. If they changed out the motherboard the IMEI would be different than the label. I have seen that before.

[rdifiori]

Started a support case with BlackBerry via Twitter. They immediately flipped it to att. Back where I started. :-)

Posted via CB10

[lift]

Started a support case with BlackBerry via Twitter. They immediately flipped it to att. Back where I started. :-)

Posted via CB10

Check the IMEI that you supplied to them again using multiple ways to find it on your phone. If the number you gave them is not for your phone, then the unlock code is going to be for someone else's Q10, not yours.

[rdifiori]

I looked under settings and also did *#06#. I gave them the right number.

Posted via CB10

[lift]

Well all I can say now is good luck.

[lui22]

TAKE it to the store have one of the reps do it while they are on the phone with customer care

Posted via CB10

[cbvinh]

TAKE it to the store have one of the reps do it while they are on the phone with customer care

I've done that. It resulted in two less attempts at entering the unlock code. You get ten chances total and then it's permanently locked to the carrier. Basically, a bad code is a bad code no matter how many times you enter it. If you continue to get the same code, wait until you get something different to try.

[lui22]

The reason you do that is so customer care knows and its documented... That way they know it's the wrong code sent...then if they keep sending you the wrong code they can do you another RMA And you start over again...

[cbvinh]

The reason you do that is so customer care knows and its documented... That way they know it's the wrong code sent...then if they keep sending you the wrong code they can do you another RMA And you start over again...

For me, personally, it was a complete waste of time. The people at the stores would try to help by entering the code, even when you tell them that it didn't work, waste another few attempts, document it and that's about it.

Just telling Customer Care that the code didn't work and having them escalate was what worked.

[lui22]

For me, personally, it was a complete waste of time. The people at the stores would try to help by entering the code, even when you tell them that it didn't work, waste another few attempts, document it and that's about it.

Just telling Customer Care that the code didn't work and having them escalate was what worked.

So you finally got the correct code?

When the rep waste a code attempt it doesn't matter ultimately because it's them who are doing it. It's documented and worst that could happen is the device is locked out and since they are on the phone with customer service you just have to ask for an RMA. Well at least that's how I would do it with T-Mobile

[cbvinh]

So you finally got the correct code?

Yes, after escalation with Customer Care.

I had visited the official stores probably three times. That cost 4-5 attempts.

When the rep waste a code attempt it doesn't matter ultimately because it's them who are doing it. It's documented and worst that could happen is the device is locked out and since they are on the phone with customer service you just have to ask for an RMA. Well at least that's how I would do it with T-Mobile

After so many failed attempts, Customer Care agreed to replace the Q10. They shipped a refurb unit after I gave them my credit card number as insurance. I had two choices: 1. give them my credit card number and agree to pay $400 if I don't return the old Q10. The would ship the new Q10 right away. This method meant that I wouldn't be without a Q10. 2. ship back the old Q10, then wait for the new Q10, with turn-around being upwards of two weeks.

After getting the replacement Q10 with a full 10 unlock attempts, I had to start over with it. The first two unlock codes didn't work. I immediately asked Customer Care to escalate, having had the experience before. After about a week, they sent me a different code. That one worked.