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confusedphoneuser's profile

New Member

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2 Messages

Tue, May 24, 2022 9:49 PM

Prepaid SIM card, No Service

Hi, I started using my prepaid card in December and on my online account I set monthly payments to automatic. I haven't checked my account for a while and my phone/service was fine until May 6th when my service randomly cut out and I have no service anywhere. I tried to check my account today and it said it's been disconnected even though I've not cancelled it. I'm planning on calling customer services but any help or insight would be helpful.

Thanks

ACE - Sage

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100.3K Messages

4分前

Most likely service was terminated because you are using a phone AT&T cannot identify as being an HD voice compatible device. AT&T shut off its 3-g Network in February and started sending out cancellation notices to anyone who is not using a compatible device.  Any account with an incompatible device was canceled the beginning of May.   

If you haven't been paying attention, you likely missed the notification.

New Member

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2 Messages

4分前

Thanks, that's cleared up a lot. Know why my account was cancelled now - I had a look online and my device is in the list of approved devices that should be compatible so that's a new problem I'll have to figure out with AT&T ¯\_(ツ)_/¯

Thanks again for the help! Much appreciated :)

ATTHelp

Community Support

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200.4K Messages

4分前

We want to help shed some light on what's happening with your PREPAID account, @confusedphoneuser

 

As @formerlyknownas mentioned, we sent cancellation notices informing session-based customers (AT&T PREPAID) that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device.

 

For more information, please visit our support site for the 3G Network Shutdown

 

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.

If you are not planning to upgrade your device, and have concerns about the remaining balance/refund on your PREPAID account, please contact us directly for assistance at 611 from your AT&T PREPAID phone or call 800.901.9878 from another phone.

 

If you have a compatible device and feel this was done in error, please share the make and model of your device, so we can check on its service capabilities. Also let us know if it's AT&T branded or carrier unlocked.

 

We're looking forward to helping you through this!

 

Sydne, AT&T Community Specialist

New Member

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20 Messages

4分前

No wonder people have so much trouble, this is terribly inaccurate advice from ATTHelp, firstly, you can’t sign into disconnected prepaid accounts, secondly, the prepaid portal has removed the ability to update sim and imei numbers as of last year. 

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