Help unlocking AT&T Surface Duo? - Microsoft Surface Duo Questions & Answers

I got a Surface Duo from the recent Woot deal, and after dealing with AT&T for a week, they've closed my case saying they do not have the unlock code. I used the AT&T unlock website, as well as calling several times after the listed 2 day turn around was missed. I also called MS at one point, and they claim they do not have the unlock code and that AT&T does. So both sides are pointing at each other and I'm not sure who is telling the truth.
Is it really possible they both do not have the sim unlock code and I'm just SOL? Or is there something special I need to say or ask to point them in the right direction to get it?
Conversely, if I were to flash the MS ROM Image, would that unlock it or is it a hardware lock?
Any help would be appreciated as I really don't know what else to do other than just returning it at this point?

---

HighWing,
Please keep us updated. I too just got the AT&T version from Woot and am in the same boat. Thanks for initiating this thread!

---

rabilancia said:
HighWing,
Please keep us updated. I too just got the AT&T version from Woot and am in the same boat. Thanks for initiating this thread!
Click to expand...
Click to collapse
At this point I'm just waiting till someone can respond with an answer to my questions, or I get close to the end of my return window, which ever comes first.

---

whats the cellphone model number?

---

Mine:
On the box label:
SKU: 6574C
UPC: 889842653526
In Settings/About: Hardware Version is MP_A (16)

---

tevado said:
whats the cellphone model number?
Click to expand...
Click to collapse
There does not appear to be a model # as far as I can tell. The model is just listed as "Surface Duo" Other stuff I can find if that helps;
Hardware version: MP_A (16)
Build Number: 2021.314.92
Touch Version: 4.306.139.0

---

To add an update to this issue;
I tried another avenue to get a better response from AT&T, and lo and behold I got one. However, the news does not look good. They are saying that MS stopped giving AT&T unlock codes back in February. I am very much inclined to believe this person, which unfortunately means this is absolute confirmation that AT&T does not have any unlock codes for any of the recently sold Surface Duo's from Woot. They are trying one last effort to see if they can get codes and I should have another update in a day or two.
I also mentioned that I am not the only in this situation, so they are aware that there are others in need of their unlock codes as well. Unfortunately it is looking like we will have to hound MS for the codes. I am dubious if their support staff can even get them as I've already been told by MS that they don't have any Phone unlock codes.
Fingers crossed I get some good news in the next few days. but it's not looking great. :-/

---

Thank you for both the update & your hard work on this. We will all keep our fingers crossed.

---

Is your cellphone a microsoft surface duo does your cellphone ask for unlock code when u insert a sim card from a different carrier?

---

tevado said:
Is your cellphone a microsoft surface duo does your cellphone ask for unlock code when u insert a sim card from a different carrier?
Click to expand...
Click to collapse
Yes and yes...
No offense, but did you even read the starting post on this thread? Because the answers to both those questions, and several more you may ask, are in my opening post description.

---

I called MS this morning and the person I spoke to took down the information I gave them and said they would work on escalating the issue, and then call me back today. Seeing as it's ~5pm, it doesn't look like I'm getting a call back today. I'll bother them again tomorrow. But if I don't get any positive results by Thursday, I'm throwing in the towel and returning my Duo.

---

HighWing said:
I called MS this morning and the person I spoke to took down the information I gave them and said they would work on escalating the issue, and then call me back today. Seeing as it's ~5pm, it doesn't look like I'm getting a call back today. I'll bother them again tomorrow. But if I don't get any positive results by Thursday, I'm throwing in the towel and returning my Duo.
Click to expand...
Click to collapse
Again, thank you for all your efforts. Even though I'm in the same boat, I have decided I will not be returning mine. Until the Duo "2" gets released I plan to use mine in WiFi mode only. At that later date I will explore my options to get a reasonable/fair trade-in allowance.

---

So new update with some maybe helpful information.
At this point I am convinced the MS Phone Support does not know that the Surface Duo is a phone and not a PC tablet, and they do not know how to properly transfer calls either. I made several calls to them today, and each time it was clear that none of them understood what I was talking about. None of them asked me for the IMEI # and they all wanted to transfer my call to another department. The later would not have been a problem if it wasn't for the fact that I was hung up on every time they said the call was being transferred.
I eventually changed tactics and started trying other options on the call prompts. Each one getting disconnected when they tried to transfer me to the "Correct department"... One of the options mentioned a website and using the online support instead, so I figured it was worth a shot. I used the online chat, and this time the person asked for my IMEI #. Even better, they gave me a case # as they needed to escalate this issue. Unfortunately, they said it could take 24-72hrs to get an update, and the only way to get an update was to wait for them to e-mail me. :-( I'm not too happy about those options, but this feels like there is at least some movement instead of hitting brick walls.
At this point I would suggest everyone else trying this as if we can get enough people creating tickets with the same issue, maybe MS will notice there is a problem here. As an FYI you will need a MS account *(the free one you used for windows 10 will work)* and you will need to register/link the s/n of the Duo to your account. What I did was:
Goto help.microsoft.com and click on the blue "Contact US" button on the middle right side of the page.
A new window will open up asking you to sign in with your MS account. *(If you have a windows PC/laptop, you should have a MS account)*
Next a series of questions will ask you about what device you are inquiring about, and eventually it will come to a window that will ask you to register the new device. *(This is where you need the s/n)*
You should now be put in a queue to wait to chat with someone.
This is the important part, once you get someone, you will need to tell ALL of the following information.
That you need the sim unlock code for your phone.
AT&T has confirmed that MS stopped giving them the unlock codes. So AT&T does not have the codes at all.
3rd party vendors are unable to get the unlock code as well.
Hopefully if all goes well, they should ask for your IMEI # and then create a case # for you.
Hopefully if enough people do this, it may help us to get a favorable resolution faster. *Fingers crossed*

---

Followed your advice and just went through the process. It was one of the most satisfying support connections that I've ever experienced anywhere. I was told that I'd have answer back within 24 to 720 hours. The one very interesting thing was the rep said:
"We are receiving reports that AT&T is not been able to unlock it. And I want to give you the best support you deserve. We will need to escalate your case to a higher lever in our end, and they will help us to get a resolution for your case."
Like you: "FINGERS CROSSED!"
Thank you again!

---

rabilancia said:
Followed your advice and just went through the process. It was one of the most satisfying support connections that I've ever experienced anywhere. I was told that I'd have answer back within 24 to 720 hours. The one very interesting thing was the rep said:
"We are receiving reports that AT&T is not been able to unlock it. And I want to give you the best support you deserve. We will need to escalate your case to a higher lever in our end, and they will help us to get a resolution for your case."
Like you: "FINGERS CROSSED!"
Thank you again!
Click to expand...
Click to collapse
Your welcome One thing to note, I did get a response back a few hours later basically telling me to contact AT&T. However, they did not immediately close my ticket, and I have been pushing back reminding them that AT&T is saying that only MS can help now. I just talked to another person who I have confidence in that they fully understand the problem. Unfortunately they also implied that we may not be able to get the codes. But as long as the case is still open, and someone understands the problem, there is still a chance at getting these unlocked.

---

Just got an e-mail with this:
"Your case has moved to a higher level and they are actively working in this situation. I am constantly reviewing your case and as soon as I get a resolution, I will let you know so we can get this resolved successfully."

---

Looks like I will be joining you all in this unlock saga... this whole supply chain of Microsoft + ATT / 3rd Party Seller / Woot is quite hindrance. I will post if I am able to enable GoogleFi Sim on this device. I have already submitted the unlock request to AT&T and gotten the standard response of
{
"lightbox_close": "Close",
"lightbox_next": "Next",
"lightbox_previous": "Previous",
"lightbox_error": "The requested content cannot be loaded. Please try again later.",
"lightbox_start_slideshow": "Start slideshow",
"lightbox_stop_slideshow": "Stop slideshow",
"lightbox_full_screen": "Full screen",
"lightbox_thumbnails": "Thumbnails",
"lightbox_download": "Download",
"lightbox_share": "Share",
"lightbox_zoom": "Zoom",
"lightbox_new_window": "New window",
"lightbox_toggle_sidebar": "Toggle sidebar"
}
Woot had sent me second phone in a replacement request that also came with AT&T sim and network locked. I tried ATA& Unlock as an existing customer (my friend's) of AT&T for the second device..the response there was prompt stating Surface Duo is not supported by AT&T.
I will now initiate requests with Microsoft next.

---

Kuppu,
I agree with HighWing that this will need to be resolved by Microsoft. The tech that I spoke with there last week reached out again on Friday but with no new info. I've got my fingers crossed that I'll hear something next week.

---

I only have one update at the moment as I was only recently given permission to post it, but it's a good one. (See attached image) While it may not look like much, it's from AT&T support, and states 2 things. 1) MS was the source of the unlock codes for MS phones for AT&T, and 2) MS is the only ones that can resolve this issue.

---

tevado said:
cellphone can be unlocked by purchasing unlock code takes up 7 business days..
Click to expand...
Click to collapse
Do you have proof of a Surface Duo, purchased in/after February 2021, being unlocked by a 3rd party vendor? Because I have proof that several can not unlock this phone.