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abqphoneguy's profile

New Member

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20 Messages

Wed, May 25, 2022 3:46 PM

Closed

Why is ATT prepaid totally disconnecting accounts of customers who the system thinks their phones aren’t VoLTE capable?

Making customers jump through hoops, and in the case of people who never had their names on their account, totally losing their numbers. In some cases the customer has properly updated their phone in time, but the system is still killing their accounts. Postpaid and cricket are simply suspending lines, why can’t prepaid take this route?

ACE - Sage

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100.3K Messages

4分前

Supposedly, notices went out by email and text.  Many reported the emails here, shocked At&t was threatening to close the account because they didn't upgrade to a compatible device.

Many ignored the message or email because the saw LTE in the notification bar.  Unfortunately, voice over LTE, and LTE for data isn't the same.

New Member

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20 Messages

4分前

Like I said, why can postpaid and cricket just suspend lines, the way it should be, but ATT prepaid has to go nuclear? Makes no sense. 

ACE - Sage

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100.3K Messages

4分前

Maybe because your on an old plan they want gone.  Maybe they notified you, and you ignored it, so there was no reason not to cancel your service.  

And it's not just At&t prepaid.  Cancelation notices were received by postpaid as well.  They just read their emails

New Member

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1 Message

4分前

Because they're incompetent.

When the notices first went out last year or whenever, I contacted AT&T.  They told me my phone was compatible.  My phone was also on the list of compatible phones that AT&T posted online.

My account got terminated anyway when they deactivated 3G because the system thought I had a phone that I don't actually have anymore.  Thankfully I was able to get through to support and they reactivated everything, and once again assured me my phone is indeed compatible.

But now I can't make calls - only text.  So yes, many people simply ignored AT&Ts notices...but AT&T itself also royally botched this entire process.

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 @meemers.

 

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. Check to make sure that your device's Make and Model are on compatible list to work on the AT&T Network. 

 

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.

Keep in mind: AT&T cannot guarantee the capabilities or performance of any individual device that was not purchased directly from AT&T or an  authorized retailer of AT&T.

 

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. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist

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