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Cathleen_Patricia's profile

New Member

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5 Messages

Mon, May 2, 2022 10:45 AM

Help get my, & my sisters "AT&T GoPhones" unlocked- we have each had our prepaid accounts with AT&T since our purchases back in 2015 & 2016

I have tried to get help from At&T tech support to have our cell phone service changed to another provider by unlocking our At&T GoPhones (Lumia 640 Microsoft phones). AT&T did a "network upgrade" in Mid-March 3/12/22 & our model phone was dropped from AT&T's new "network".

1st, we could no longer use our cell phones to get in touch with AT&T prepaid to find out why our phones service stopped -not able to receive or make calls.  We had to borrow a land line to make multiple calls to AT&T... this was because the persons in the prepaid dept. did not know why we didn't have cell service, they finally figured out & said the "towers were being worked on in our area" and "that we would probably get our service back soon."

Since 3/18/22 I've talked to many: Chris,Philip,Abbey,Reyn,Shirley,Camillo,Alex,Brandon,Ruben,Amy,Jackie,Omar,Jason,Rose, Juan-- and several others!  I've waited on the borrowed land line while the folks at AT&T put us on hold (sometimes dropped our call) & trying to figure out what to do about us not having any phone service (even though we were each "paid up" on our individual auto-pay plans since 2015 & 2016 through the end of March 2022. Finally, a man named Alex (thank you) in tech support, on the 30th of March, asked me/us to power down & take the back off both cell phones and give him the IMEI #'s and from that info he said, "your phone models are no longer supported by the AT&T network". He transferred me to another department to get a "replacement phone"- I waited another 10-15min and a recording said, "the Reward Center is closed," "please call back between 9am & 6pm central time M-F." I did call back the next morning, but that man said "his dept. no longer handles Replacement Phones", and that I needed to call a different department... which I/we did and that person explained that in order to get a "replacement phone" I needed to keep our accounts open by having another phone temporarily till the other phones arrive in 7 to 10 business days by mail... that was when I asked to get both of our AT&T GoPhones UNLOCKED.

This saga continued:  Several "Unlock Request Tickets and Cases" were started and ran their course for 24 up to 72hrs & even  4 days - to no avail...!

I was told by one of last the tech persons I talked with, to take the original purchase receipt and our original boxes(which I have kept these 6-7 years) to an AT&T store here in Tucson to prove that we purchased our phones from Best Buy -an affiliate of AT&T.. that the store personnel would call the AT&T tech supports "back office" to verify where we bought our phones, you may think I was crazy, because I did go to an AT&T store to ask them to verify our purchase in that way. They said they never had to do that before but they put in a meager effort as they were busy, but that didn't work either to get our phones Unlocked by AT&T.

There is another Cell Phone Service Provider that still supports the Lumia 640 Microsoft phones but the phones need to be unlocked in order for us to get phone service from them. My only wish in this matter is to have our phones "unlocked" so we can have phone service again, as we need them for health and safety.

Accepted Solution

Official Solution

ACE - Sage

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101.8K Messages

7 months ago

Microsoft is no longer supporting its old windows phones, AT&T does not have unlock codes for those old phones.

Sorry but you got correct info from AT&T.

If you want new phones now, go buy them. I do not believe that anyone is sending you a replacement phones. Free replacement phone offers ended in February.

The 7 to 10 days alone does not smell right. Go to Best Buy, Walmart, Target, or an AT&T store, and purchase a phone that is compatible with a t and t

ACE - Sage

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101.8K Messages

7 months ago

@Cathleen_Patricia several people report having their account closed which means their phone numbers are lost because they did not replace incompatible phones.

If you want to keep your phone numbers you need to replace your phones.

I’m sorry if it disappoints,  but Alex gave you correct information, information on old phones that are no longer supported by the manufacturer have been purged from the computer system by the manufacture and by AT&T. Those phones no longer have available unlock codes.  There are newer phones which can no longer be unlocked because they also no longer have available on lock codes.  


New Member

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3 Messages

7 months ago

I had the two ATT gophone/prepaid with $600 in each using the 10c/min plan. They both had expirations at end of 2022 / beginning of 2023. They both got cancelled. They are for family and without access, my family will not have access to any of their accounts and will end up not having access to any of their money.

I went through all my texts and e-mails for the past year. No notifications. I spent all day calling (they tell me to go to the store), going to the store (they tell me to call and they can't do anything), calling (they tell me to go back to the store), going to the store (they tell me to call). Nobody can do anything. I can't get any support. I will be going to several news agency and lawyers if this doesn't get resolved by tomorrow.

Other users, please contact me to prepare the class action lawsuit.

(edited)

ATTHelp

Community Support

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203.5K Messages

7 months ago

Let us help you to get your service back active on our network, @prepaidkt! Reach back out and let us know the make and model of your device.

 

There are still options available for customers who possess devices that are supported over our network but are impacted by the 3G & 4G non-LTE account cancellations that started on May 3, 2022. First, take a look at the devices that will work on our AT&T network.

 

It’s important to check the device model numbers to make sure it’s still supported since the 3G network shutdown. This includes iPads, tablets, and wearables.

 

If you possess an incompatible device, then you will want to follow the recommended steps to upgrade your AT&T PREPAID device:

 

Talk and data services will only work for AT&T PREPAID wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how to upgrade an AT&T PREPAID device:

  1. Visit one of our stores to get a new phone.
  2. Place your SIM card into the new phone. (If your SIM card doesn’t fit, get a new SIM card kit from our store.)
  3. Sign in to att.com/myprepaid.
  4. Select My Device, then Update Device.
  5. Follow the prompts to update your IMEI or SIM card number.

Have session-based pricing for a data-only device? Your data-only device will only work if it supports 4G LTE speeds and higher.

 

There are more helpful tips at Act now - 3G is gone. Please reach back out and let us know what you find. If you own compatible devices yet your account is impacted by the account cancellation mentioned above there are additional actions that we can take on our end to get your service back active.

 

Lar, AT&T Community Specialist

Constructive

Employee

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29.9K Messages

7 months ago

Your limited to small claims or binding arbitration. 

New Member

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3 Messages

7 months ago

These two phones do not use data. These phones are talk/text-only and are intentionally ultra compact / dumb phones. All the upgrade options are too hefty. Also, I was told if these Gophone/Prepaid without data are put into phone that can support data, I lose my 10c/min plan. Which dumb phones are compatible?

(edited)

ATTHelp

Community Support

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203.5K Messages

7 months ago

Thanks for reaching back out, !

 

The AT&T Cingular Flip IV is a nice feature or simple phone. There is also Cingular Flex (EA211101), Cingular Flip IV, Cingular Flip 2 (4044O), Cingular Flip (Q28A).

 

Aside from your nearest AT&T Store you can find these devices at an authorized AT&T retailer like Wal-Mart, Target, or Best Buy. When you get a new compatible IMEI, your account can be restored.

 

We hope this info helps. Thank you for contacting AT&T Community Forums.

 

Lar, AT&T Community Specialist

New Member

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3 Messages

7 months ago

If I get a new nano/micro sim, and reactivate it transferring from the old normal sim (which had the 10c plan). Then, put this nano/micro sim into an ATT compatible iPhone, will I be forced to the monthly prepaid plans or can I still use the 10c plan?

Constructive

Employee

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29.9K Messages

7 months ago

If your account has been cancelled then you can get your plan back. 

ATTHelp

Community Support

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203.5K Messages

7 months ago

Great question, @prepaidkt!

 

When you upgrade to a new device, you will need to select a new monthly plan as grandfathered plans are not available. They are affected by the 3G shutdown.

 

Thank you for reaching out to AT&T Community Forums. Let us know if you have any other questions.

 

Lar, AT&T Community Specialist

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