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Neil_C's profile

New Member

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4 Messages

Fri, Apr 29, 2022 4:12 AM

Received a message telling me to upgrade my device asap

Hi, I'm one of the many Canadian AT&T prepaid customer and I've  recently received a message telling me to upgrade my device asap or my service will be canceled on May 4th 2022. Also got the same notification in my online account.

My current device is a Galaxy S22 Ultra but the problem with it is that I have the Canadian version (SM-908W) which of course is not included on AT&T's list of compatible devices. Although I'm pretty sure there's no difference between US and Canadian models except branding and there wouldn't be any compatibility issue, the IMEI number of my device makes it incompatible with ATT network  therefore triggering the messages to upgrade urgently.

Having my account canceled would be inconvenient because I'd be losing my phone number that I've been using for the past few years. Trying to prevent that, I logged into my prepaid account and tried to update my device there by putting in the IMEI number of a AT&T compatible device (someone else's phone - a family member who allowed to use their IMEI numberfor that purpose). That action was not possible from within my online account, I was prompted to call customer service and have them do the device upgrade for me. So I called customer service and I was actually offered a compatible device of my own, free of charge. They offered me a Galaxy S9 which by all means is a nice phone but my thought was I would use this phone's IMEI number to update my account and prevent it from being canceled and keep using my S22 Ultra while the S9 would be a backup phone. Problem is that according to an email I received after I placed the order for the AT&T device, once I activate the S9, my other device will stop working. I don't really understand how that works, do they match the S9's IMEI number with the serial number of the SIM card so they can only register on AT&T network while used together? 🤔 

Sorry for the long story, in short my question is how can I keep using my Canadian device with AT&T? The workaround I thought of and described above seems to be unsuccessful. 

Constructive

Employee

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27.9K Messages

Il y a 2 m

Huh? AT&T doesn’t provide service in Canada   

New Member

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4 Messages

Il y a 2 m

You're right there, AT&T is not actually present on Canadian wireless market but as you know most AT&T plans, including prepaid ones don't limit the voice, text and data usage while roaming in Canada and Mexico. You'll be able to use your phone just as you would at home. For that reason and also because it's actually cheaper than what Canadian carriers are offering, many Canadians actually go to US and purchase AT&T prepaid plans and they're using it in Canada, not having to worry about roaming fees when crossing the border. The inconvenience is we're having US phone numbers instead of Canadian but we can live with that. And believe me, there's probably tens of thousands of Canadians on AT&T's network 

ATTHelp

Community Support

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191.9K Messages

Il y a 2 m

There's no workaround here, @Neil_C

 

If you received noticed that your device will no longer work on the network, then you'll have to switch to a compatible device. On February 22, 2022, we phased out 3G enabling our network to better accommodate next generation technologies and services. You may experience a loss in service if you don't take action. Certain carrier unlocked devices 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.  

 

Feel free to read what our Community Forums team has to say about 3G sunset.

 

Thanks for reaching out. We hope this information helps! 

 

Sydne, AT&T Community Specialist

New Member

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4 Messages

Il y a 2 m

OK, my device has HD voice and VoLTE and I know for sure it's going to work. Besides I spend 99% of the time roaming on Canadian networks so I don't really worry about losing connectivity because of network incompatibility.

My one urgent issue was preventing my account being canceled, which I apparently did successfully because the warning disappeared from my account.

The other one is about the phone, I don't understand how activating the AT&T received S9 will make my Canadian S22 Ultra stop working with the AT&T SIM card.

(edited)

ACE - Sage

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97.4K Messages

Il y a 2 m

According to AT&T's list, the Canadian S22 Ultra (SM-908W) is not yet whitelisted.  Previous 2 generations are, so this may just be a slow process. 

Unlocked phones that will work on AT&T

Until it's whitelisted, it won't work with AT&T.  You will have to use the S9 until things change. 

New Member

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4 Messages

Il y a 2 m

Ok, thank you, I haven't noticed before there were actually W models on the white list. That explains why my new device triggered the upgrade request. Previously I was using a Galaxy S20 5G which is on the list. Canadian S21 is also white listed so is the Galaxy Fold Z, that gives me hope that the white listing isn't actually that slow, last year's models are listed.

sandblaster

ACE - Expert

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57.8K Messages

Il y a 2 m

I don't understand how activating the AT&T received S9 will make my Canadian S22 Ultra stop working with the AT&T SIM card.

The S9 should come with a new SIM card. When that SIM card is activated, the old SIM card is deactivated and your account is updated with the imei of the S9. If you were to then move the SIM card to the S22, you would be trying to activate an unsupported phone which would be rejected if you were on ATT’s network. Not sure what will happen while in Canada, it might continue to work or might not.

ATTHelp

Community Support

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191.9K Messages

Il y a 2 m

Thank you for returning and sharing with the community, Neil_C!

 

As long as you're using a device that's supported on AT&T's network you will not experience any service interruptions. The links previously provided by our ACE and our team will help you confirm your devices compatibility. As far as roaming goes just make you're on a plan that includes roaming in the areas you plan to roam in. As our ACE mentioned, your replacement device will come with a new SIM that you must use to activate your new device which will deactivate your old phone. It's important to remember that unsupported devices will not work on AT&T's improved network. Attempting to activate an unsupported phone will result in service interruptions, which can lead to account cancellation if your service is inactive.

 

We hope this information provides more clarification. Please let us know if you have additional questions.

 

Thank you for visiting the AT&T Community!

 

Jonye, AT&T Community Specialist   

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