Check for service outages
P

New Member

 • 

3 Messages

Monday, July 19th, 2021 11:07 AM

Sudden Drop-out of Network Connectivity

Recently I was having charging issues with my primary device (Morotola Moto G [3rd Generation]) and swapped my micro-SIM into a backup device I have on hand (Samsung Galaxy S4).  After making the switch the system shows a connection to the AT&T Network (UMTS connection, -81dBm 16asu, "Voice in Service), but the data connection will not reach the 4G network.  Additionally attempted calls just prompt an error message that the SIM is not active for the type of call I try making.  Sounds like it might be a SIM card issue; Might this be a sign it is time to replace?  The devices function normally on Wi-Fi.  Any insights and or repair/replacement advice would be greatly appreciated.  Thanks all!

Community Support

 • 

230.7K Messages

3 years ago

Let's look into a resolution for you, @pspecht!

 

There are several steps that you can take which may help resolve your experience. An excellent place to start is to inspect your SIM card for any damages or debris. Follow the instructions below:

  1. Turn off the device and remove the SIM Card.
  2. Gently wipe the SIM Card with a soft cloth.
  3. Clean the gold contacts on the SIM Card using a rubber pencil eraser.
  4. Carefully remove all eraser residues from the SIM Card.
  5. Carefully replace the SIM Card. Once secured, power on the device and test.

If after inspection you've found no damage and the phone is unable to successfully connect to the network it's likely time to replace it. You can visit a local AT&T store to obtain a new SIM card. *Please be advised that charges may apply.

 

Also, to use data services on the new device, you may need to program the correct APN and MMS data settings.

 

What's more, to swap a SIM, sign in to your myAT&T account to complete the following steps. If you’re new to using myAT&T to manage your AT&T PREPAID (formerly GoPhone) account, the user name is your 10-digit wireless number, and the initial password is the last 4 digits of your wireless number.

  1. At the top of the page, select My Device.
  2. Select Update Device.
  3. Enter the IMEI, enter *#06# on your device to get your IMEI.
  4. Enter the SIM Card Number.
  5. Select Continue.
  6. Power off the device.
  7. Remove the old SIM card.
  8. Insert the new SIM card.
  9. Power on the device.

Give this a try and let us know how this worked for you!

 

Lar, AT&T Community Specialist

New Member

 • 

3 Messages

3 years ago

Thanks @ATTHelp .  I did try the prescribed troubleshooting tips, as well as tried installing the micro-SIM into another donor phone from a family member.  I haven't been able to recreate the incident, but in the donor phone I did get a courtesy text from AT&T that "We're Sorry, but the phone you recently tried to activate won't work".   Might be due to the device being 6 years old, or the SIM being over 8 years old at this time.
Not sure I'll be able to have the new SIM activated at an AT&T store as I am not the primary account holder (Family Plan account), but it appears the SIM is indeed dead.  Thanks for the assist!

(edited)

Community Support

 • 

230.7K Messages

3 years ago

Thank you for reaching out to us @pspecht ! Allow for us to guide you in the right direction to get better acclimated with your mobile device's network!

 

As previously mentioned in this thread, a good recommendation would be to Visit A Local AT&T Store Near You with proper identification to gain further assistance or initiate in an Online SIM Swap. Upon verification, you will also need to either be the Retail Authorized User or Primary Account Holder to make account changes.

 

Also, based on the device that you are currently using, it would be best to research purchasing another mobile device as we are currently Sunsetting Our 3G Program. For more information on which Devices will Continue to Work on our 5G Network After Our Sunset Program, feel free to access the link provided.

 

 

Let us know if this information was helpful!

 

 

Ty, AT&T Community Specialist

New Member

 • 

3 Messages

3 years ago

Is there any way to upgrade the SIM as a non-account user? I am a college student on a family plan and have not been set up as a Retail Authorized User to make the transition personally. Plus my family is 250+ miles away and have not added me as a user. Can I come into an AT&T store with just the SIM and older device to get the upgrade?

ACE - Sage

 • 

116.6K Messages

3 years ago

@pspecht

It might have been nice if AT&T support had mentioned that neither of the phones you are trying to use is eligible on the network anymore and cannot be activated. Both the Moto, and the S4 are not capable of AT&T voice over LTE.

The reason you lost service is because your phone is no longer compatible with AT&T and should be replaced.  Attempting to move the SIM card into the S4 would results in service being suspended until you replace the phone. 

Did you get a text message from AT&T suggesting that your phone needed to be upgraded?

As for the SIM card, and the replacement of your phone, you need to contact your family and ask them to add you as an authorized user so that you can go to an AT&T store and receive a replacement SIM card.    You can purchase any prepaid phone in a box and install the SIM card in that phone, even if you are a postpaid customer.

Community Support

 • 

230.7K Messages

3 years ago

Hi @pspecht! Let's address your device upgrade inquiry!

 

For SIM swap, please make sure your device will still work on our network. As ACE member stated we are phasing out from 3G, to improve your overall experience. The link provided shows a list of 4G/5G devices that will still work on our network. 

 

We recommend Upgrading Your Device online or checking out our Prepaid Devices online which requires a prepaid sim card and prepaid plan. 

 

We hope this is helpful! Thank you for reaching out to the community!

 

Rhoda, AT&T Community Specialist

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.