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eugenio86's profile

5 Messages

Saturday, October 14th, 2023 2:17 AM

Closed

Prepaid cards activated but not working

My wife and I bought 2 prepaid cards from the online store (the $25/mo 1yr prepaid). We received them, put them in our phones and received the activation sms. Activation went ok "your sim is active and almost ready to go", but we waited several hours (almost 12h now) and still no service.

Tried calling ATT to no avail, as the prepaid service number says the sim is already activated and doesnt connect us to an operator. Says to call 611 from an ATT phone except the sims dont work and we dont have other ATT phones... and the ATT stores wont help with these cards as they dont sell them... 

Anyone knows how to fix this?

ACE - Sage

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117.6K Messages

7 months ago

You bought 2 prepaid cards with $300 on them?

Picked new numbers or chose to port numbers?

Did you set up alphanumeric password and PIN code?

Is there any other helpful information you can provide on your end?

(edited)

5 Messages

7 months ago

Thanks!

Yes we bought the $300 cards from the ATT web shop. Filled in credit card details correctly, though I don't see the payment in my bank app yet.

New numbers, no porting.

After putting the sims in the phones, we received one sms each with the activation link. We did the activation, which went ok without errors. But now nothing works, cant call, cant send/receive messages, cant navigate. Also cant register a prepaid account or pin as that requires receiving a message.

Community Support

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232.1K Messages

7 months ago

Hello! We hear you, and let's get the information you need.

 

We recommend you follow the below given troubleshooting steps:

  • Turn your phone off and back on.
  • Make sure you have service in your area. Check out the AT&T PREPAID Coverage Map.
  • Try calling the number again.
  • Make sure your software’s up to date: Go to http://sm.att.com/87dfe460 updates.
  • Confirm you have wireless service. Make sure you have a signal. Check our network coverage map.
  • Check that you aren’t blocking calls.

    Please, refer to AT&T Prepaid help options  for more assistance.

    Hope this information helps.

    Thank you for visiting AT&T Community Forums!

Kelly, AT&T Community Specialist.

 

5 Messages

7 months ago

Not sure what you're referring to (call the number again? Which number?)

Anyway the problem was on AT&T system, the sims were somehow activated on a wrong plan and the card wasn't charged. Call center was able to fix it with some effort (1.5hr on call in total...).

Community Support

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232.1K Messages

7 months ago

Hey there! While we would have liked to get you help you needed on time, we are glad that you were able to get it done by calling support.

 

Do reach out to us if you need further assistance, and thank you for visiting AT&T Community Forums!

MikeN, AT&T Community Specialist. 

4 Messages

5 months ago

I'm having the same problem and getting absolutely no help from at&t. Who do I turn to?

ACE - Sage

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117.6K Messages

5 months ago

The OP needed to call...

AT&T Prepaid $300 for 12 months Promo (ADVICE WHEN SIGNING UP)

After signing up for AT&T Prepaid and the $300 promo offer and having issues with activation:

1. Sign up via website and fill in all appropriate information including porting info, shipping address, credit card, etc. SIM card may be shipped overnight via FedEx.

2. Once you receive your SIM card and have your phone ready, call 866 975 0050 to activate via phone and have your AT&T Order # handy.

4. Explain you'd like to activate your service and provide phone number, SIM card and IMEI. The agent will then ask you for payment to activate service.

5. \*\*THIS IS IMPORTANT\*\* To avoid getting double charged, tell them you've already provided that when you ordered and tell them they can do this via your AT&T Order #. Provide that to them and do NOT provide a credit/debit card to them. 

6. If they claim they can't do this, ask to speak with a supervisor or someone else. Your account will be activated and within 30 minutes or so the payment of $300 + taxes will get charged to your credit card you provided during the initial order. Your service will not work until this payment is applied, but in my experience it took anywhere from 5 min to 25 min.

7. Once this is complete, you can setup your account online and manage your account via the website:  [https://www.paygonline.com/websc/loginPage.html](https://www.paygonline.com/websc/loginPage.html) 

If you provided a credit card number and end up getting charged twice, call the AT&T Payments/Refunds line at: 866 608 3007 and they will look up your account and process the refund.

4 Messages

5 months ago

The number you provided (866)975-0050 results in an endless loop.

 o recorded message "call 611 from your ATT device"

 o ATT device doesn't work - can't call 611

 o dial (866)975-0050 ...

5 Messages

5 months ago

OP here. In my case I had to call from another ATT mobile phone - if you cant loan it from someone else you can try asking an ATT store to let you call. 

Regarding payment, they wanted credit card info via phone which I didnt give, instead they helped me register an account on ATT prepaid site and I was able to pay from there.

4 Messages

5 months ago

ATT store  told me "That's an online only promotion. We can't help you. Goodby"

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