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horuslorus's profile

4 Messages

Saturday, February 3rd, 2024 4:05 PM

Recieved "device does not work on our network" message on new device

Is this a problem? I got a Redmagic 9 Pro, and received the "Hi It's AT&T. The device you tried to activate does not work on our network. We're here to help." text on my new device. Is this device actually not supported, or was it some fluke. Is it only partially supported?

Accepted Solution

ACE - Expert

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24.6K Messages

4 months ago

@horuslorus  Apparently the custom Nubia OS only supports 3 out of 5 bands on AT&T and there are apparent compatibility issues with AT&T's HD Voice (VoLTE). It doesn't appear that Nubia tested their phone for compatibility on AT&T's network and submitted that information to AT&T. 

Accepted Solution

ACE - Master

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10.7K Messages

4 months ago

They likely won’t allow you to activate the SIM for using the phone with AT&T.

Accepted Solution

ACE - Expert

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24.6K Messages

4 months ago

That could only be temporary. AT&T did have a whitelist of phone models whose mfrs had submitted their compatibility testing to AT&T but I don't know how current that list is anymore. My guess is that the model of Nubia  that you have did not submit their certification so connectivity to AT&T will eventually stop, or the connection will become very slow as to not be very useful. 

The phone is basically a gaming phone so it's anybody's guess.

(edited)

4 Messages

4 months ago

Ok, so basically if I don't mind losing some coverage. I'll be fine? I'm not super knowledgeable about how cell networks work.

4 Messages

4 months ago

I already made a call with it and sent a few texts. So I'm still in the unsure part of this.

ACE - Sage

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117.9K Messages

4 months ago

That brand didn't test for functionality.  Most likely will not have voice service and maybe excluded from data as well. Either change the phone or change the network

AT&T has an IMEI check, as well as a list of devices that have been tested to work.  The device list may not be current, but there are brands that are excluded and probably always will be.

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

https://www.google.com/url?sa=t&source=web&rct=j&opi=89978449&url=https://www.att.com/scmsassets/support/wireless/devices-working-on-att-network.pdf&ved=2ahUKEwjzleulwJuCAxWwF1kFHf6BAN8QFnoECB0QAQ&usg=AOvVaw2D1qZPNOc5CnArWq5xtN4d

4 Messages

4 months ago

How long might that take, I'll update this after that time to say whether or not the phone is still working with the network.

Community Support

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232.4K Messages

4 months ago

Hi @horuslorus,

We understand that you've concerns regarding the network issue. We hear you, and happy to assist you.

We suggest you to try using a different device.

Thank you for contacting AT&T Community Forum,
Jessica, AT&T Community Forum Specialist.


Community Support

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232.4K Messages

4 months ago

Hi there! We would love to help you to regard the service issue as we understand your concern. However, Redmagic 9 Pro is not compatible with AT&T services. So, we would suggest you to try a diferent device.

 

Please let us know if we can help you in any other way.

Thank you,

Hella, AT&T Community Specialist. 

Former Employee

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22.4K Messages

4 months ago

The device is not supported on Verizon network, the review I read stated they used T-Mobile for all their testing and had not problems….

thus the conclusion is change to provider to T-Mobile or change the device to what works on ATT such as Samsung Galaxy S23, Google Pixel 8, IPhone 15 Pro Max  

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