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ATTHelp
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Community Support

Community Support

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179.8K Messages

Fri, May 14, 2021 6:15 PM

3G Sunset Updates and Information

As you may have heard by now, we’re phasing out our 3G network by February 2022. This will help us make room for an even better network that will improve your experience.

 

To ensure our customers are prepared for this change, we have helpful information that will answer some of the most common questions.  Please ensure you are checking your specific model number to see if it matches:

You can find answers to these questions and learn more by visiting our 3G sunset article.

 

Customers still using 3G devices will most likely also be contacted via Email and Text message with more information. You can also visit your local AT&T Store or Contact Us if you have questions about upgrading.

Important Note:

  • Some overseas models may not work with AT&T's network. This is a hardware limitation for the device. 
  • We no longer activate phones that don’t support HD Voice as they won’t be compatible to work on our network when 3G shuts down. 
  • If you switch your SIM card between devices, make sure the device you’re moving your SIM card to will work on our network.
    • If you want to use your original device again, don’t forget to make sure the SIM from the original device will work on our network.

 

AT&T Community Team

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

7 m ago

I received an email telling me that AT&T will be retiring its 3g network and the company will be sending me a new phone to replace my current phone (which is incompatible with 3g). I'd heard that the 3g network is going away, but I wasn't expecting AT&T to replace my phone. There is no mention of a charge for the new phone, and I'm afraid the email is scam. Can someone confirm either way whether AT&T will be sending out replacement phones?

Note: This comment was created from a merged conversation originally titled 3g Replacement Phone
Constructive

Employee

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25.3K Messages

It’s real although the phone is basic as basic can get 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

Great, thanks for the response. Eh, my current phone is super basic too, c'est la vie.

New Member

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4 Messages

7 m ago

We qualify, we are getting the link, but are not able to make it work.  One of our phones will not link at all, the other refuses to fill the phone number field to send the verification code.  Any help for this?

Note: This comment was created from a merged conversation originally titled Free phone upgrades for 3G
Constructive

Employee

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25.3K Messages

what link?

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

Thanks for your follow-up!  We were able to find the site via a different route.  The link that didn't work is:  att.com/AcceptPhone

New Member

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2 Messages

7 m ago

To Whom This May Concern:

I am an 80 + year old customer of yours and I am REPEATEDLY getting this message so I am checking with you to see if this is REALLY an official contact from A T & T!! I am always urged to be careful about scams and frauds and this just does not seem to me to be an authentic notice coming to a client of A T & T.

I purchased a $650 + Samsung Galaxy S10 phone less than 18 months ago. For it not to be functional on your network after February, 2022, is nothing that I find the least bit pleasing!! Could you PLEASE verify what action(s) I should be taking in order to inform me of my options with A T & T after this reported date of my current phone no longer functioning on your network?!!

Thank you very much for your assistance with this matter. I look forward to hearing from you very soon.

Most Sincerely,

George (edited per community guidelines)

 

(edited per community guidelines)

[email scrubbed]

 

___________________________________________________________________________________________

 

View online

Cell phone ending in 6524

 

Hi George,                                                                                                                                                                              We’re shutting down our 3G network in February 2022 to make room for an upgraded network. Once connected, you’ll be able to enjoy crystal-clear conversations and less background noise with High-Definition Voice.* You’ll also get to do all the things you love—only faster.                                                    Here’s the thing. Your cell phone ending in 6524 won’t work once the 3G network is shut down. So you’ll need to get a new cell phone before February 2022. The good news is we want to give you a FREE cell phone, similar to the one you have today, that works on our upgraded network.There’s no catch! To accept your free new cell phone, go to att.com/AcceptMyPhone and follow the steps. Your new cell phone should arrive in the next few weeks. As soon as you receive it, you can set it up easily with the instructions in the box.                                                                                                        

Thanks for choosing us,
AT&T

Note: This comment was created from a merged conversation originally titled Sunset of 3G network.....
JefferMC

ACE - Expert

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26.5K Messages

AT&T is shutting down the 3G network, and this does appear to be a legitimate e-mail.  Did you purchase your S10 directly from AT&T and/or is it an AT&T-branded phone (normally it will have the AT&T logo on the case or show it when your turn it on if so)?  

I would say that an AT&T-branded S10 should work.  You can check for your exact model id under:

AT&T Branded:

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

Not-AT&T Branded:

https://www.att.com/idpassets/images/support/wireless/Service-Capabilities-Unlocked-Devices-ATT-Network.pdf

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

ACE - Sage

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91.9K Messages

You have posted a lot of personal information on a public forum. Please click on the three dots at the top right of your post and edit all of your personal information and phone number out of your post!!

    To address your question:

The message appears to be genuine, and from AT&T, however if you purchased a Samsung Galaxy S10 from AT&T 18 months ago it WILL work after the shutdown and you can ignore that message it does not apply to you.

     If the phone you purchased was not from AT&T, BEST BUY or Samsung, and when powering up does not show the AT&T logo, it may not work, and you may need to take the free phone.

   I know already know three people in my area who have received low-cost replacement phones from AT&T.  Each received a phone similar to what they were using, selected through the link in the message you received.

     There is no catch to the new phone.  It's cheap, free. 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Constructive

Employee

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25.3K Messages

@lizdance40 is it possible the OP imei associated in the account is the old phone imei which could trigger that email?

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
rahulsv

Tutor

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10 Messages

7 m ago

I received an email that ATT will give me 'free' phone for one of my older phones which needs 3G. They will deprecate 3G from Feb 2022, so are 'generously' offering a 'free' phone. After talking to their rep I found that this is not free at all. It is like those old times when they would give you a free phone if you signed up for a long contract. My phones are out of contract and I like the freedom. I don't want to sign up for another 30 months.

So question is, where can I find models of phones which work with 4G and 5G?

Note: This comment was created from a merged conversation originally titled Upgrade because of deprecating 3G
GLIMMERMAN76

ACE - Expert

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22.6K Messages

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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2 Messages

7 m ago

I received an email from ATT??? offering me a new 5 G phone because my 3G phone won't work on the new 2022 ATT network. Anyone else receive an email like this?

Note: This comment was created from a merged conversation originally titled Email from ATT for free 5G cell phone
Constructive

Employee

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25.3K Messages

Yes but I don’t think it’s a 5 g phone. It’s the cheapest basic phone that will work on the AT&T network

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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6 Messages

7 m ago

Offer new phone free is insulting.  The phone they are offering is the cheapest most underpowered phone I have ever read about. Any one else get this offer via text message.

Note: This comment was created from a merged conversation originally titled Shutting down 3G service
Constructive

Employee

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25.3K Messages

Yes. If you don’t like the freee phone then look into purchasing one you prefer. 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Juniper

ACE - Expert

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29.6K Messages

Well they are not going to hand out expensive phones left and right every time the service updates. Think of it as a placeholder until you are ready to buy a new phone.

So they are providing an option so you can continue to use the service. That is not insulting in my book, but perhaps more entitlement on your part thinking they should give you something better for free.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

ACE - Sage

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91.9K Messages

That means they have detected a phone on your line that is not compliant with their service. So either it's a phone you bought from somewhere else, or it's a really old phone from AT&T. Either way, you've been to "cheap" to buy a phone from AT&T, so they are under no obligation to offer free flagship. 

    The free phone offer is not compulsory.  🎻

If you have purchased a phone that is not compliant because it is an unlocked non-US model, that was your choice.  AT&T, T-Mobile, and Verizon have been telling everyone for more than two years that they were going to shut down their 3-g service. 

 There has been more than enough notice for you to plan ahead and purchase a phone that was compliant.

    AT&T has a whitelist of unlocked phones. 

https://www.google.com/url?sa=t&source=web&rct=j&url=https://www.att.com/idpassets/images/support/wireless/Service-Capabilities-Unlocked-Devices-ATT-Network.pdf&ved=2ahUKEwiImeqyqtPwAhW9KFkFHZXWAoIQFjABegQIGxAC&usg=AOvVaw1C5znQishzVLbCB1H7kNIA

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
ATTHelp

Community Support

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179.8K Messages

Hey there @Speleoalan, we'd like to share with you some helpful details about our 3G sunset.

 

By February 2022, AT&T will no longer support 3G coverage and non-HD voice LTE devices. So any 3G compatible device will not be support on AT&T's network.     

 

On May 25,2021, AT&T began the monthly device Replacement Device program for a select group with 3G dependent devices who will be affected by the 3G sunset. AT&T will be notifying these customers via email, SMS, and direct mail.

 

These are select devices that will be offered free at no cost, no fees, or no required installments. We apologize if these devices don't meet your expectations. You can always review our current devices and upgrade to a new device. 

 

Also, we do have 5G compatible devices that do require a 5G plan and requires connection to 5G coverage. Prices vary based off the brand, model and how you purchase your device. We offer a great selection of online deals.

 

We hope this helps.  

 

Jonye, AT&T Community Specialist  

 

 

 

   

 

 

 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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6 Messages

7 m ago

Offer new phone free is insulting.  The phone they are offering is the cheapest most underpowered phone I have ever read about. Any one else get this offer via text message.

Note: This comment was created from a merged conversation originally titled Shutting down 3G service
Constructive

Employee

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25.3K Messages

Yes. If you don’t like the freee phone then look into purchasing one you prefer. 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Juniper

ACE - Expert

 • 

29.6K Messages

Well they are not going to hand out expensive phones left and right every time the service updates. Think of it as a placeholder until you are ready to buy a new phone.

So they are providing an option so you can continue to use the service. That is not insulting in my book, but perhaps more entitlement on your part thinking they should give you something better for free.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

ACE - Sage

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91.9K Messages

That means they have detected a phone on your line that is not compliant with their service. So either it's a phone you bought from somewhere else, or it's a really old phone from AT&T. Either way, you've been to "cheap" to buy a phone from AT&T, so they are under no obligation to offer free flagship. 

    The free phone offer is not compulsory.  🎻

If you have purchased a phone that is not compliant because it is an unlocked non-US model, that was your choice.  AT&T, T-Mobile, and Verizon have been telling everyone for more than two years that they were going to shut down their 3-g service. 

 There has been more than enough notice for you to plan ahead and purchase a phone that was compliant.

    AT&T has a whitelist of unlocked phones. 

https://www.google.com/url?sa=t&source=web&rct=j&url=https://www.att.com/idpassets/images/support/wireless/Service-Capabilities-Unlocked-Devices-ATT-Network.pdf&ved=2ahUKEwiImeqyqtPwAhW9KFkFHZXWAoIQFjABegQIGxAC&usg=AOvVaw1C5znQishzVLbCB1H7kNIA

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

7 m ago

So I got a text message a few weeks back about one of my lines being affected by the 3G sunset in February 2022. Then a few days later, I received the same communication via email. Posting verbatim what the email says;

Hi Darrin,

We’re shutting down our 3G network in February 2022 to make room for an upgraded network. Once connected, you’ll be able to enjoy crystal-clear conversations and less background noise with High-Definition Voice.* You’ll also get to do all the things you love—only faster.

Here’s the thing. Your cell phone ending in 4022 won’t work once the 3G network is shut down. So you’ll need to get a new cell phone before February 2022. The good news is we want to give you a FREE cell phone, similar to the one you have today, that works on our upgraded network.

There’s no catch! To accept your free new cell phone, go to att.com/AcceptMyPhone and follow the steps. Your new cell phone should arrive in the next few weeks. As soon as you receive it, you can set it up easily with the instructions in the box.

Thanks for choosing us,
AT&T

The link in the email doesn't work for me, not sure why, so I contact them via chat while working to find out the details. The representative gives me all the phones options, assures me there is no catch or cost or installment plan. I'm not the end user of that line, so I needed to chat with that person and let the rep know I will get back ahold of AT&T when I'm ready to make a decision. So today I get ahold of them, let them know the situation, they confirm everything and we start the order. After a while, the questions I was being asked and now being told that I have an upgrade fee. And I have to pay the tax on the phone. Ok, but that sounds like an installment plan, so I directly ask the rep again to which he replies "nope, not an installment plan." So he finishes the order, and I get the prompt to accept the T&C's as with any order with AT&T and low and behold, and installment agreement for the phone. To which I am then told, thats how the promotion works to get the free phone. And the order can't be cancelled, to just leave it pending if I don't want it by the reps manager. What a horrible way to treat customers, I was literally tricked into an installment agreement which is probably something I could seek legally. If I wasn't educated on all this stuff with AT&T I would have agreed to installment plan and been told by the one selling me the installment plan that this was for sure not an installment plan. I bet that 40 page legal document that is the installment plan would have something in it about that being illegal. This was definitely it for my tenure with AT&T after 13 years of service. 

If even one person sees this that is a part of that sunset and has been lied to sees this and can confront them then its worth it. Anyone else have a miserable experience with this process?

Note: This comment was created from a merged conversation originally titled Lets talk about the absolute garbage lie that is called the FREE PHONE WITH NO CATCH sunset 3G offer
MicCheck

ACE - Expert

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10.6K Messages

It sounds like you got a rep who wasn't familiar with the offer you received via email and was getting you a "free" phone the only way they know how. Obviously, there's no reason they should have told you there was no installment plan. Giving them the benefit of the doubt, it's possible to meant you wouldn't have to pay installments. 

Nonetheless, you should place the order using the link provided in the email; that's how the program works. 

If you still can't get the "link to work," file a BBB complaint. Someone with the Office of the President will contact you and they can get you straightened out.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

ACE - Sage

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91.9K Messages

The link works for me, right out of your copy. You must use the link to validate and get a free phone. 

It asks for your phone number, then validates.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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8 Messages

Yes, we had the same problem as the original post with this ATT swindle as well. We currently have a 3G phone with no contract. "Free phone, no strings attached" they claimed over and over. We called customer service and had talked to 3 different reps and none of them mentioned that you need to enter into a 3 year contract/installment plan with ATT, because we were actually financing the phone through ATT. Nor did they tell us that our plan would incur a fee increase due to the change...I had even asked this question directly of the reps. I was told that we needed absolutely no changes to our plan verbally. Unfortunately, we had to learn of the actual details of what they cornered us into when the terms and conditions were emailed to us...a 3 year installment plan/finance and increased charges for the service on the new phone. We had to call and talk to two managers to have this reversed. 

Unfortunate that AT&T has to pull a bait and switch like this to try and keep customers.

ACE - Sage

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91.9K Messages

@criend

@dwohlk

I know two people who used that link and both of them got free phones. One got an iPhone SE, the other one got an inexpensive Android.

You have to use the link to order. 

Calling does not reach the right department for a free replacement. 

     Just so you understand, the free replacement phone is worth $100 or less. If you want a nicer phone, buy your own phone. 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

 • 

8 Messages

I was told I transferred to a “specific department that handles the 3G transition”. And this was for an iPhone SE. 

Lizdance, are they sure they are not on an installment plan with a credit? Did they have to pay sales tax that was later credited back to them? Many of these transitions are happening automatically, so it may appear that they are not paying for anything, but it’s due to monthly credits from the installment plan. 

Tish10575

New Member

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24 Messages

7 m ago

I have been a customer seems like forever, since I was on my mom’s plan; now everyone is on mine.   97% of the time, I receive the BEST customer service and have posted multiple reviews about the great service and individuals.  However, today was very very frustrating.  After the chats not working, having to call in 3 times, and then basically being told I was wrong about the email and implying that I’m lying or just stupid, it was extremely offensive!  Plus my dad’s phone stopped working today and is “inactive” not highlighted online as well.  So my dad has NO phone!  So, today I received this email below.  And wasn’t going to do anything as it doesn’t prompt me to unless I Don’t want this phone.  So I assumed it was already being shipped since it says I’ll receive it in a couple of weeks.  However, my address on my account needed to be updated, so I reached out right away, as well as responded to the email.  I tried Chat twice; wasn’t working.  So I called on the 611# and the lady couldn’t hear me for some reason but I heard her tell me that and to call in on the 800#.  I did and got sent to the wrong department where no one was available.  So I called in a third time!  Curtis A assisted me.  I explained to him this email I received and how I needed to update my address and was worried it went to my very old address.  The only order he saw was for my son’s insurance claim. After searching and searching, he realized I was calling about some sort of upgrade promotion????  It doesn’t say this anywhere in the email... that I’m using an upgrade?? He said it wouldn’t have gotten sent out yet because I needed to call in and go over everything and select a phone.  I told him that’s not what my email said at all and that it in fact said that a comparable phone was selected and  would arrive in a couple of weeks!   He disagreed politely and said no, people needed to call in if they wanted to promotional upgrade. So... had my address not been incorrect and needed updated... I wouldn’t have received a phone in a couple of weeks like the email states???!!! Nothing would’ve been done at all and my dad would just be without a phone since his line doesn’t work at all????? Very frustrating, once again.  I explained this to Curtis and thought they may want to see the email being sent out so they know it doesn’t prompt anyone to follow up to select a phone first and that no follow up is advised until they actually receive the new phone and need to activate it or to let them know they don’t want it in the first place.  He put me on hold to speak to his manager, Sounds like Kwantae, Curtis didn’t know how to spell it nor did he know his manager’s last name.  And after speaking with his manager, his manager told him that I was wrong and that everyone is informed to call in first; reiterating what Curtis had said...This is Incorrect!!!  Read the email below.  I don’t appreciate it being implied that I’m lying or am stupid! They were both incorrect, but at least Curtis wanted to make sure.  And his manager didn’t even want to see the email I offered to send????  Not impressed at all. And then they needed me to pay the taxes, which was fine, but should’ve been stated in the email. Very small amount, thank goodness. Impressed, Curtis put me on hold and took the initiative to get approval on a small credit for the tax charge because the email stated everything is free. He also assured me the activation would be free as well. Curtis was sweet; did what he could based on what he knew.  Said he couldn’t do anything about my dad’s phone though or credit me for him not having a working line now until we get this new phone... which at first, he said that it has to work and basically wasn’t possible (his line not working) bc they weren’t going to stop working until next February. Believed he confirmed with his manager as well.  Wow, Incorrect again!   And left without a working line for my dad!!! -7702. Included a pic below showing how it’s not even highlighted to click on or accessible.  Wasn’t even showing up on my account when I was on the app before reaching out. Curtis said he had to fill something out and that someone would call me in 24-48 hours??? Seriously???  So I guess I just get to wait this one out and in the meantime, my dad, who is 84 years old, will not have a phone at all.  Not happy with any of this. 
The kicker???  My parents went into the Altoona location a month ago and were told that there wasn’t a flip phone option their location could provide him unless they did a separate plan of some kind and were basically told they’d have to go elsewhere for a flip phone! Like a different company. And they couldn’t help them!!!
I’m just kind of disgusted with the way things went today.  And really disgusted with the manager.  Curtis was sweet and did what he could do. An hour of my time spent with Curtis and doesn’t seem like anything is resolved. Very very disappointing.
Note: This comment was created from a merged conversation originally titled Today’s experience with AT&T...NOT what I expected!
Tish10575

New Member

 • 

24 Messages

Here is the email I received.  I’m not stupid.  They were both incorrect!!

An upgraded network is coming | And we are giving you a free cell phone to go with it
 

Hi Leticia,

At AT&T, we’re always working to improve our network so you get the best possible wireless service. That’s why we’re saying goodbye to our 3G network in February 2022 and bringing you access to our upgraded network. You’ll still get to do all the things you love—only faster. You’ll also have the ability to enjoy crystal-clear conversations and less background noise with High-Definition Voice.*

To use your AT&T service once we shut down our 3G network, you’ll need a new cell phone that works with our enhanced network. That means your cell phone ending in 7702 will need to be replaced.

We’re shipping you a new FREE cell phone, similar to the one you have today. You can start enjoying the benefits of our improved network as soon as you activate your new cell phone, and don’t worry, your cell phone number will stay the same.

You should receive your free cell phone in the next few weeks. Once you get it, just set it up using the simple instructions in the box. If you don’t activate your new cell phone, we will automatically activate it in approximately 30 days. Once your new cell phone is activated, your current cell phone will only be able to call 911 and 611 until February 2022 when we sunset our 3G network.

Don’t want the replacement cell phone or need help with setting up? If you need additional assistance, visit one of our retail stores or call us at 800.880.8581.

Thank you,
AT&T

 

*HD Voice is not available in all areas. HD Voice Requirements: To experience HD Voice, both parties on the call must be located in an HD Voice coverage area and have an HD Voice capable device and SIM with HD Voice set up on their account. Not all carriers have interoperability with AT&T HD Voice. Incompatible Services or Features: The following services and features are currently incompatible with HD Voice: Office Direct and OfficeReach (for business customers). HD Voice is available at no additional cost; standard voice rates apply and are charged according to your wireless rate plan.

© 2021 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

A1589218 2021

Constructive

Employee

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25.3K Messages

Huh?

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Tish10575

New Member

 • 

24 Messages

Wow, thanks for taking the time to copy and paste this.  I appreciate the clarification, as well as your time and consideration.  Your one-word comment, “Huh”, not only implies your lack of character, but also suggests how little you value AT&T.  I’m embarrassed that you represent them. Fortunately, the majority of AT&T employees that I’ve encountered throughout the years, are not only articulate, but also professional and courteous.  That is one of the main reasons I’ve been a customer for so long.  I appreciate the employees who value the customers and take pride in what they do, as well as respecting the company they work for and representing it accordingly.  
Thank you again for your feedback, especially off the clock. 😉

New Member

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3 Messages

7 m ago

I have a 3g at&t flip phone. I get messages that it will no longer work next year (2022).  I don’t use it for voice calls, just a text every now and then.  Will texting still work next year?  Thanks!

Note: This comment was created from a merged conversation originally titled 3g text messages
JefferMC

ACE - Expert

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26.5K Messages

No, texting will stop working as well.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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2 Messages

7 m ago

Received this text today but that’s not the last 4 digits of my phone number, is this a scam?

Note: This comment was created from a merged conversation originally titled Received text from 11113000
sandblaster

ACE - Expert

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55.3K Messages

The 3G network is shutting down and they are offering free phones to some. Not sure how your particular text could be a scam since no action is required on your part. However, if you don’t have a line ending in that number on your account, the text was likely sent to the wrong recipient.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
dwill05

ACE - Master

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6.1K Messages

Are 2242 the last four digits of the IMEI of one of your phones?  The text says device ending with those digits, not phone number.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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3 Messages

My husband received the exact same text message from 11113000 earlier this evening with the last 4 digits of my dad's cell number, which is on our account.  I contacted support via chat and was told it is a scam and they are not offering free phones.  They are upgrading their network in February 2022 and those with 3g phones, like my dad, will need to upgrade at least to a 4g device.

sandblaster

ACE - Expert

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55.3K Messages

@shchesser Whoever you chatted with is wrong about ATT not offering free phones. They definitely are. Besides, if that text is a scam, how are they doing the scam? There are no links to click or numbers to call or any other action required by the receiver, so what’s the scam?  I guess you’ll find out when and if a new phone shows up.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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18 Messages

7 m ago

So the other day I got an email from AT&T saying they are sending me a "FREE" phone to replace the old 3G network phone I have because they are ending their 3G network next Jan. Knowing Corporate America's somewhat (Edited per community guidelines) definition of the word "FREE" I'm wonder what the catch is and roughly how much this FREE phone is going to cost me. Any thoughts?  

Note: This comment was created from a merged conversation originally titled AT&T sending me a FREE phone
Constructive

Employee

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25.3K Messages

no catch except its the basic of phones it is actually free

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

7 m ago

I keep receiving the email telling me 3g is going away and the offer of 2 choices for a new discounted phone via a link from AT&T, but when I try to complete the offer, I get to the very last page, it gives me an error and says to call the 800-901-9878 number for more assistance.  Long story shortened, after 5 hours on the phone, 7 other numbers, multiple transfers, being told none of the 7 numbers to include the number I've provided above can assist me in completing the order, I am still without the new phone I am seeking (Samsung Express Prime 3)   I am so frustrated.  I do not know where else to turn.  The online format att.claimyourphone.com website will absolutely not work, I bet I've tried it dozens of times.   ANYone have any other ideas would be greatly appreciated.   Thank you so much for your time.  

Note: This comment was created from a merged conversation originally titled 3G Going away & "claimyourphone" email received
ATTHelp

Community Support

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179.8K Messages

7 m ago

We'd like to share with you some informative details about the 3G Device Sunset FREE replacement device @kdog509adam75.

 

AT&T wants to show their appreciation and keep customers from experiencing service interruptions by providing a FREE replacement device, SO:

  • No monthly off-setting credits, the device is paid off when you receive it.
  • There is no installment Plan requirement.
  • There are no upgrade fees.
  • There are no taxes.
  • There is no rate plan required.

AT&T is sending eligible customers an email, SMS and a letter via direct mail advising customers that AT&T will be sending them a free replacement device because their 3G supported device will not be supported by AT&T's network after February 2022

 

Since you've received this email, you're eligible and will be receiving a similar replacement device free of charge. Your device will begin shipping 10 days after you've receive the notification. 24 hours prior to your device shipping, you'll receive an email with order and shipping details. Please be sure to use the SIM that comes with the new device for the activation process. You have 30 days from the time your device is shipped to activate the device before it'll be auto-activated, deactivating your old device. Once you've activated your new device, you can recycle your old 3G device.

 

if you'd like assistance with activation your new device please call 1.866.895.1099.

 

All notifications in regard to your offer will be sent to you via email. Check your spam and junk mail.

 

We hope this helps and enjoy your new FREE device!

 

Jonye, AT&T Community Specialist  

 

 

 

 

DaveNTx

Teacher

 • 

56 Messages

7 m ago

I have a 4G/LTE AT&T phone which is listed as compatible with the new AT&T network but AT&T sent me an email saying that they were sending me new phones to replace my current ones (we have two).  The email said that the new phones would be automatically activated 30 days after we receive them.

I have called AT&T support twice and have said we do not want the new phones, do not send them, and do not automatically activate anything.   We are fine with what we have.

Yesterday I received a UPS shipping notice saying that a package from the AT&T phone shipping center was delivered to our mailbox at our mail forwarding service!   I told AT&T we did not want these things!   These people are not listening to their customers ...

How do I decline and return these phones??

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