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Snparvatikar's profile

New Member

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4 Messages

Saturday, February 25th, 2023 10:16 PM

Sim shows active however no signal

Just purchased a prepaid sim at att outlet, it was activated and i have logged into my account to check, so the sim is activated.

I have restarted the phone, there is a coverage in the area(checked in att portal), have reset my network settings, my phone Nokia 5.4 is in the list of supported phones. However the service is still not active. I still cannot make calls and use internet.

Accepted Solution

Official Solution

Community Support

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232.8K Messages

1 year ago

Welcome to AT&T, Snparvatikar. Let's help you to start using your phone on our network.

 

Since you've already applied some initial troubleshooting steps, we need a little more information about your experience in order to provide adequate support.

  • Have you checked your account balance? All customers are required to make a minimum payment to activate their AT&T PREPAID service. Monthly rate plans will need to pay the full rate plan amount to activate service. For example, if you are on a $40 plan, you will need to make $40 payment to activate service.
    • The easiest way to check current usage is to dial *777# from your AT&T Prepaid phone. We’ll text your account balance and other details, like your data balance and package info.
  • What is the exact model of your phone? While the Nokia 5.4 is listed, the model number of the phone needs to match exactly to what's found on the approved list. For instance, Samsung S7 Edge (G935A) will work but the (G935O) will not work.

Reach back out and let us know what you find. We want you to start enjoying AT&T PREPAID service on your phone right away.

 

Lar, AT&T Community Specialist

ACE - Sage

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118.2K Messages

1 year ago

Did you also pay for service? It should have been part of the activation to deposit funds that would cover 30 days of service

ACE - Expert

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64.7K Messages

1 year ago

What exactly do you mean by “no signal”? Are you not able to connect to ATT’s network at all? Once the SIM card is activated, you should be able to connect provided you are not in a dead zone or poor coverage area but as noted, you can’t use your phone for calls, texts or data until you pay for a plan.

New Member

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4 Messages

1 year ago

Hi, I got this verified by the customer service today and they confirmed that the mobile hardware that I am using is not compatible of AT&T network and asked to go for a refund. The customer service agent insisted on going back to the retail outlet for the refund, unfortunately, the retail outlet confirmed that they cannot refund and it has to be the customer service of AT&T. Can you please help in this matter to get the refund processed asap. 

Community Support

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232.8K Messages

1 year ago

Welcome back, Snparvatikar.

 

While a refund is available for most products and services, AT&T PREPAID does not refund prepaid purchases.

 

We hope this information is useful.

 

Thank you for contacting AT&T Community Forums.

 

Lar, AT&T Community Specialist

ACE - Sage

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118.2K Messages

1 year ago

That's correct prepaid does not refund. It's entirely up to you to check your IMEI when you order a SIM card for a BYOD, to make sure that your phone is compatible.

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

New Member

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4 Messages

1 year ago

Thanks for the response. So does it mean that the ATT retail outlet where I purchased the SIM has no idea of what IMEI is compatible? SIM was installed by the retail store after having provided all the details like IMEI? Its unfortunate that the refund cannot be processed - and for a fair case like this. 

New Member

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4 Messages

1 year ago

By the way just to provide more clarity - it isn't a online purchase. It was over the counter purchase for the only reason that I wasn't very sure if the network is compatible. Only when the retail outlet confirmed that it will work, I decided to go ahead. 

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