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M

New Member

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4 Messages

Wed, Dec 8, 2021 1:51 AM

Current ATT Prepaid Customer, cannot make calls on phone

I am a current ATT Prepaid customer on the EBB plan. I bought a new device due to the 5G rollout, but it could not be activated and has to be returned. My old device and old SIM card cannot make phone calls and I do not have access to another phone. The new SIM card does not work to make phone calls in either device.

I need further assistance as all I have access to is satellite internet.

ACE - Sage

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97.4K Messages

7 m ago

You need to replace the phone. It's that simple. It seems you purchased a new phone that was not eligible to be used on AT&T, and you cannot reactivate your old phone because it was not eligible to be used on AT&T. 

Go to Best Buy, Walmart, or Target tomorrow and buy a replacement phone that is either AT&T branded, or approved for working on AT&T . 

New Member

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4 Messages

7 m ago

That's great advice except the old phone is a ATT GoPhone bought at an ATT Store (and used as of two days ago), and the new device is an ATT Prepaid Phone bought from Walmart. Walmart didn't activate the new device and it is being returned as I cannot get to a store to fix the issue. I need my old phone re-activated so I can make calls.

(edited)

Constructive

Employee

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27.9K Messages

7 m ago

Your old phone can’t be reactivated. 

ACE - Sage

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97.4K Messages

7 m ago

@mageborn83

Unfortunately that isn't going to change my answer. If your old phone is no longer eligible to operate on AT&T because it is  a really old AT&T phone, AT&T can't reactivate it.  

And if the new phone you purchased is not eligible for AT&T service or was not scanned out by Walmart (but is eligible for AT&T service)  you still are going to have to either deal with Walmart or AT&T to correct that problem. Either by returning the phone and purchasing a correct one, or getting a point-of-purchase error removed/corrected.

   If you don't have access to another phone, or can't use a virtual number and Wi-Fi to contact AT&T, you will have to go to a physical store. 

   

(edited)

ATTHelp

Community Support

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192K Messages

7 m ago

Hi mageborn83, let's take a closer look into why you're not able to make calls.

 

Due to the phasing out of 3G, if your device doesn’t support 4G wireless service and/or is not VoLTE capable, it will no longer work on the AT&T network. There is no way to reactivate the old phone.

 

You would want to speak with Wal-Mart regarding the new phone purchase and why it was not able to get activated. Make sure the phone purchased will be compatible to work on the AT&T network.

 

Hopefully this information helps, and thank you for reaching out to the AT&T Community Forums.

 

Jeff, AT&T Community Specialist 

 

New Member

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4 Messages

7 m ago

A few notes. My old device was literally working two days ago. It was the primary on my plan. All AT&T did was deactivate the sim card in it and update my account with the new sim card. Now the phone cannot call out. I used the new device to call support via 611. They reverted the sim card changes after the new device failed to activate. Now neither device can call out except to 911. Not even 611. 

Secondly, I have no way to contact Walmart (again, as I've spoken to them 4 times already) besides email or chat at the moment since I cannot make a call. I do not own a landline. I live over 200 miles from the nearest Walmart or AT&T store. 

I am humbly asking someone to offer a contact email for AT&T support to further this along. Walmart is a dead end and has basically told me to get a refund. Fine. I still need a working phone to call out. My previous device is  Samsung J120 and is functioning other than the sim card error ( which exists with both sim cards despite having the sims and imeis verified and applied to my account at least twice over when I was able to call.)

Thank you to everyone who has posted this far.

Constructive

Employee

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27.9K Messages

7 m ago

There is no email contact. 

ATTHelp

Community Support

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192K Messages

7 m ago

Greetings @mageborn83!

 

Currently, you will need to upgrade your Samsung J120 as it is not found among those devices that will work once 3G network goes away on February 2022.

 

You can purchase a new AT&T PREPAID phone that is compatible with our network simply by visiting your nearest AT&T Store or going to any authorized AT&T dealer like Target, BestBuy, or Wal-Mart.

 

You can even check out our available selection of AT&T PREPAID phones from Samsung and other known brands.

 

We hope this info helps. Thank you for using our Community and Forums!

 

Lar, AT&T Community Specialist

ACE - Sage

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97.4K Messages

7 m ago

So in short, borrow a phone and call at&t.   It sounds like the new phone was not scanned out.  This is something that can be resolved on the phone with AT&T, with your IMEI and your receipt in hand. If you seriously cannot find a phone, then go to an AT&T store. 

You don't have a chat option.  There is no email. 

New Member

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1 Message

2 m ago

Hello! I ordered a new phone, the AT&T Calypso for my husband's birthday from Walmart.com and we called to get it activated,the lady said she wasn't able to activate it that something is wrong with the phone 

Constructive

Employee

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27.9K Messages

2 m ago

send it back and get a new one, you could also walk into walmart and exchange it 

New Member

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1 Message

2 m ago

I bought a new 5g enabled phone last month after my current phone stopped working. Today, att disconnected my service the same day they debited my account for the next month.

now my phone won't work at all and I am unable to contact customer service.

I am also unable to use the phone on other networks.

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