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ngbielejeski's profile

New Member

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4 Messages

Fri, Jun 3, 2022 5:58 PM

Outgoing calls rerouted to customer service

Whenever I try to make an outgoing call, it reroutes me to AT&T customer, only it's not customer service. I hear a recorded message saying "Thank you for calling AT&T about your wireless service. You have reached the customer service line that is no longer in use," and tells me to call their 611 line. Only, when I try to do that, it reroutes me back to the same number. I tried going to an AT&T store and they said the only thing to do was to upgrade my phone to one with 5G, only I can't afford a new phone and I can still receive calls, I just can't make them. I can't even call customer service because it reroutes and they're online chat isn't working. Can anyone help?

I also had just switched to AT&T two days ago and never once was told I would need a phone with 5G capacity.

sandblaster

ACE - Expert

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59.8K Messages

4分前

You don’t need a 5G phone but you do need a phone that is on ATT’s list of supported phones. If your phone is not on the list, that’s why you are having issues. Here’s the list: https://www.att.com/idpassets/images/support/pdf/Devices-Working-on-ATT-Network.pdf

New Member

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4 Messages

4分前

I'm probably going to end up switching phone services- it's been nearly impossible to navigate their customer service and I was never made aware that I needed a specific type of phone, otherwise I would have never switched over.

sandblaster

ACE - Expert

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59.8K Messages

4分前

It is due to the 3G shutdown and you don’t need a “specific type of phone” but you do need a phone certified to support Voice over LTE (VoLTE) on ATT’s network. Depending on what phone you have, you could encounter the same issue with another provider because everyone is shutting down 3G this year.

New Member

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4 Messages

4分前

Is there a way to have AT&T let me temporarily make calls while I'm waiting for a new phone since 3G isn't shut down yet? Especially since I'm still able to receive calls, I just can't make them

(edited)

Constructive

Employee

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29.4K Messages

4分前

it is shut down and no they cant temporarily activate something that isnt available your only option is to get a new phone, you can get a cheap phone for 40 bucks at best buy or walmart to use until you can afford a better phone

New Member

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4 Messages

4分前

Can you explain why I can still receive calls? I'm not understanding why I can't make calls, but I can still receive calls. I understand that 3G is shut down

(edited)

ATTHelp

Community Support

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200.3K Messages

4分前

We want to help shed some light on what you're experiencing with your device, @ngbielejeski

 

As @sandblaster and @Constructive mentioned, we’ve phased out our 3G network as of February 22, 2022. We’re making make room for an even better network. 

  • Devices Working on ATT Network. It’s important to check the device model numbers to make sure it’s still supported since the 3G network shutdown. This includes iPads, tablets, and wearables. (The phone may be on the list, but is not guaranteed to work unless it is an AT&T device.)

Talk and data services will only work for AT&T Wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how you can replace your device:

Talk and data services will only work for AT&T PREPAID wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how to upgrade an AT&T PREPAID device:

  1. Visit one of our stores to get a new phone. 
  2. Place your SIM card into the new phone. (If your SIM card doesn’t fit, get a new SIM card kit from our store.)
  3. Sign in to your AT&T prepaid account.
  4. Select My Device, then Update Device.
  5. Follow the prompts to update your IMEI or SIM card number.

We understand that you're still able to receive calls. If your device is not compatible with our network, then we recommend upgrading before you lose the ability to use your service completely. 

 

Thanks for visting our Community Forums! We're here if you have any additional questions. 

 

Sydne, AT&T Community Specialist

Fl_retire

ACE - Professor

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2.6K Messages

4分前

T-Mobile and Verizon are in the process of shutting down their 3G networks also. Dates below 

  • T-Mobile's 3G network will shut down by July 1, 2022, but its 2G network will stay alive in an extremely limited way.

  • Verizon's 3G network will shut down by December 31, 2022.

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