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tobiasherden's profile

New Member

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3 Messages

Sunday, October 30th, 2022 12:43 AM

Prepaid Sim doesnt register at network

Hi all,

I bought a Prepaid Simcard + 10 USD to fill it up (not knowing I would need 30 for the smallest plan), as we are traveling in the US only for a month. Setup worked smoothly, 10 USD was on the account, but i never received a PIN code or anything. 

Went to a AT&T store in Sheldon, CT, where I bought 20 USD to fill it up to 30. Still didnt work. Shop then used two other SIMcards, to try again, but didnt work. Alsl did not work in their phones... 


I assume my account is blocked, but Customer Service (shop called hotline 5 times ...) couldnt help because I dont have a PIN number for the account

.. 


So anyone any idea how to reset all account details? (my phone is not the problem, it does work with other skm cards)... All I have is the SIM card numbers and maybe my phone number (ist shows up in the sim card properties, but never connected...)


Thank you so much for help!

Tobias

ACE - Sage

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104.1K Messages

3 months ago

You phone may very well be the problem.  Not every phone will work on AT&T.  Check the imei

https://www.att.com/buy/byod/identify?devicetype=phone

If the IMEI check doesn't offer to send you a Sim card, but instead says your phone is not compatible, then you need to replace the phone

ATTHelp

Community Support

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207.4K Messages

3 months ago

Hello tobiasherden, we're here to help you with your prepaid account.

 

If you purchased an unlocked device from another retailer, please note, they are not optimized to work on AT&T’s network. This is important to remember when purchasing a non-branded, unlocked device and why you see different model numbers.  

 

First, make sure your device is compatible with AT&T’s Network. If it is not on the list, it may not work on our network. In instances like this, you’ll need to get a compatible device. 

 

If your device is compatible but is not connecting, the following may resolve the issues:

  • Program the data settings for your non-AT&T device
  • Get a 4G SIM for your 4G device or a 5G SIM for your 5G device
  • Download the latest software – If you are an AT&T Customer, software downloads are automatic. If you have a non-branded device, you will need to go directly to the manufacturer.
  • Make sure 4G is enabled on your device. Some customers disable 4G.
  • Try a couple of solutions written by some community members

Let us know if this helps.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist 

 

New Member

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3 Messages

3 months ago

Dear both, thank you for the efforts. 

Dear formerlyknownas, right, my primary phone's (Samsung A53 5G model, AT&T also sells the model) imei is not shown as compatible. But I tried an older iphone, which is shown as compatible but also same behavior if I insert the SIM card there. Also, the phone worked all the way with AT&T network for the registration of the sim card and adding the first 10 USD...

At ATTHELP, indeed strange, but A53 is not on the list, even if it is a brand new phone and you sell it. Are you differentiating between PREPAID Sim cards and regular contracts? 

I dont want to rebrand the phone with AT&T software, as I still want to use it back home (germany) with my original SIM card (which connects without any problems to tmobile network in the US).

I tried 5G or LTE/4G with and without VoLTE on... no change. Settings for accesspoint are (as per default) ATT NXTGENPHONE. 

If this helps: the sim card allows for emergency calls. 

Thanks again for help and possibly any other ideas...

Tobias

ACE - Sage

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104.1K Messages

3 months ago

If you activated with the A53, the service was suspended for using an incompatible phone. 

To unsuspend, you need to have At&t correct the IMEI.  IPhone must be 6 or newer. 

New Member

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3 Messages

3 months ago

Thank you. Indeed the reset (3rd AT&T shop, you need a manager onsite) of the card and reactivation in the old Iphone did the trick... So all hapy now. Thanks again!

PS @AT&T still odd, that you dont allow your own sim card to work on that phone while a Vodafone Germany Card perfectly works in the phone and choses AT&T automatically for roaming. 

ATTHelp

Community Support

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207.4K Messages

3 months ago

We appreciate the response, @tobiasherden

 

We're glad to hear this has been resolved, and you're now able to use your device with our AT&T PREPAID service. Your opinion matters to us, and we'll be sure to pass your feedback along!

 

Thanks for reaching out to our AT&T Community Forums!

 

Sydne, AT&T Community Specialist

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