Our Community Forum will be shutting down on June 27, 2024. Please visit att.com/support for all your support needs.
Troubleshoot your device issues
P

New Member

 • 

4 Messages

Thursday, November 26th, 2020 3:15 AM

HP Elite X3 on ATT prepaid network

My iPhone SE finally died, and I have an HP Elite X3 I used on an ATT plan a few years ago.
Both are Nano-Sim phones so I swapped the sim into the old HP, ran the device through several updates, still cant pick up the service.
I went to my devices in the prepaid website, and updated my IMEI #, yet still no reception of service.

The sim is installed correctly, the device is as up to date as it can be, the IMEI is updated on my prepaid plan, yet I still cant pick up any service. Is this device still compatible with ATT's service? It has all the correct bands and is 4g capable.


Any input is appreciated.

Thanks.

Accepted Solution

Official Solution

ACE - Expert

 • 

23.9K Messages

4 years ago

You are seeing a niche phone being dropped like a lead balloon.

The x3 was a failed attempt at windows mobile.  With windows mobile DEAD carrier support for those old devices have dried up.  

The X3 as liz put is not VoLTE compliant and it needs it for voice so ATT could be actively blocking 3G only devices now as they want them off the network.  Yes your phone has LTE but only for DATA not voice and text.  That is the only reason I can see for the phone not to work.

 

Community Support

 • 

232.9K Messages

4 years ago

Hello, @PrePaid27,

 

Thank you for reaching out. Are you receiving any error messages? If not, you probably need to replace the SIM card. You should be able to that quickly at your neighborhood AT&T Store. You can set an appointment at the store to save on time.

 

Have a great weekend.

 

James, AT&T Community Specialist

New Member

 • 

4 Messages

4 years ago

I am getting a SIM missing or Invalid error. It does recognize the sim is in there though as I have dual sim trays and it will "see" that there is a sim in either tray.

How can ATT not service a 3 year old phone?
I'm not familiar with VoLTE.

It even recognizes ATT as the carrier but wont receive any signal.

@lizdance40 @ATTHelp 

(edited)

ACE - Sage

 • 

118.3K Messages

4 years ago

Did you try the other sim slot?  
Replacing the sim sounds like a possibility, but it may also be your account is not provisioned correctly.  

It seems unlikely, but your phone may not be compatible with AT&T. 
Volte stands for voice over LTE. Do you have to have a phone off of AT&T‘s list that is voice over LTE compatible on their network.  
When 3g is shut down, (it may be already in your area) Any phone not VoLTE capable won’t work.  
well AT&T’s stated shut off date is February 2022, there are areas that have already been shut off.

New Member

 • 

4 Messages

4 years ago

@lizdance40 

Ah.

Yes it recognizes that there is an ATT sim in either tray. It just gives an invalid or missing sim error and cant get any signal. However, it detects that there is a sim and specifically an ATT one in whichever tray I put it in.
The account is the prepaid unlimited 65$ plan, but it should be provisioned correctly seeing as I updated the IMEI in my account on the ATT page.

I'm not sure about VoLTE but the phone is capable of 2g/3g/4g in the settings.

I have no other phone since my iphone broke but the sim worked fine in the iphone a day ago before the screen failed.

The phone itself (the HP) is an unlocked ATT phone which I bought directly from HP.

The phone was released in 2016-2017 and marketed towards ATT business accounts. 

I did use it on the more standard contract plan as opposed to prepaid if that matters.

I'm just kind of shocked that a 600-700$ phone from 2017 is already being removed from service if that is the case.

The sim I have is compatible as the iphone and the HP both take a nano-sim.

Not sure how to proceed. I have fully updated the HP, tried both sim trays, factory resets, updating the IMEI in my account, etc.

New Member

 • 

4 Messages

4 years ago

Thanks @GLIMMERMAN76 

That was the answer I was a afraid of but suspecting.

ACE - Sage

 • 

118.3K Messages

4 years ago

The fire phone and Red Hydrogen One were dead and unsupported right after the warranty expired in one year.

Your phone doesn't have VoLTE in the notification bar, you'll need to replace it. 

ACE - Sage

 • 

118.3K Messages

4 years ago

An old thread. 

https://forums.att.com/conversations/other-phones-devices/hp-elite-x3/5defda64bad5f2f6068c15ab?page=2

Do not buy the new duo screen.  Already problems with replacement devices, warranty etc.  Too bad.  I thought it was a much wiser way to do a dual screen phone than folding screens

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.