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AlanLeM's profile

New Member

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3 Messages

Friday, May 20th, 2022 2:43 PM

Number disconnected on Pay Go service

I live in the UK but for many years I have had a pay go mobile number with AT&T for use when I am in the USA. I received an email recently advising that the number is no longer associated with my account and had been disconnected. Telephoned to find out why and was advised that my mobile (GalaxyS9) was not compatible and unless I upgraded and called at an AT&T branch within 30 days nothing could be done to reconnect the number. This was despite having ample funds to meet the monthly payments of $30 for around 10 months. When I advised the customer service advisor that this was not possible as I lived in the UK I was told that nothing could be done and I would lose both my number and the funds in my account. Acknowledging that the handset was quite old I upgraded here in the UK to a Samsung Galaxy S22 and have sent an email to the CEO (John Stankey) requesting his assistance but have heard nothing. Can anyone offer advise on how I can keep my number - this is linked to all my contacts in the USA and my Bank of America account. Many thanks, Alan

Accepted Solution

Official Solution

ACE - Expert

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64.7K Messages

2 years ago

Unfortunately, that international version of the S22 might not be compatible either. You need to check ATT’s list of supported phones here for exact make and model match:

https://www.att.com/idpassets/images/support/pdf/Devices-Working-on-ATT-Network.pdf

If it is compatible, you need to call to get your number reactivated.

ACE - Sage

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116.9K Messages

2 years ago

Even if your phone is compatible, you are not connected to the AT&T network without buying the $35 roaming plan. So there's no way AT&T knows if you have upgraded your phone to a compatible device.  And if your sim card is not HD voice compatible, that you cannot do anything about. AT&T will not ship a SIM card and even if they do it cannot be activated in another country.

New Member

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3 Messages

2 years ago

Oh brilliant - it's not on the list! So what do I do now - buy a cheap phone when I am next in Denver in September but how do I still retain the number or get a refund and go to another provider?

Former Employee

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32.9K Messages

2 years ago

prepaid doesnt refund 

yes buy a cheap phone in dallas but september may be too late to salvage your number 

Community Support

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231.2K Messages

2 years ago

Let's direct you to the best support team who can address your concerns, !

 

In addition to our ACEs response, beginning March 1, 2022, 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.

 

You have 30 days from the day your service was cancelled to retreive your number.

 

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

 

Please contact us directly for assistance at 611 from your AT&T PREPAID phone or call 800.901.9878 from another phone.

 

For customers traveling outside of the United States, you must contact our International Customer Service at 1.408.962.1025.

 

We do apologize for any inconvenience this has caused!

 

Thank you for sharing your concerns with the AT&T Community!

 

Jonye, AT&T Community Specialist

New Member

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3 Messages

2 years ago

Sorry ATT Help but that does not help - it was the same stock answer I got when I did phone for assistance.

I did not get any warning apart from the email sent on 6 May because I was not in the USA to receive any text or other notification because the SIM was not in my phone. Had I known this was going to happen I would have resolved it when I was in Florida in March when the handset and SIM worked fine.

It also appears sharp practice to disconnect a number when I was on a pay monthly tariff of $30pm with sufficient funds to pay for at least 9-10 months in my account just because my handset became incompatible. I apparently also do not have an option to purchase a compatible phone when I am next in the USA in September in order to retain the number and because of this you keep my money? In the UK this would be theft?

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