Community Support
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215.2K Messages
My 3G/4G Phone Is Not Working Anymore - Solutions & Help from the AT&T Community
Learn why your previously working device may have stopped working this February and how to determine if it's compatible
If you have a 3G device, please note, it will no longer work on the AT&T Network. If you have a 4G device, it may not be compatible and not work depending on where it was purchased and the model #. For example, the Galaxy S20 models G981U and G981U1 will work on the AT&T network, but the Galaxy S20 models G981F, G981N, and G981O will NOT work. You'll find a full list of compatible devices. This is because they have different hardware that is not compatible with AT&T’s network (HD Voice, VoLTE compatible).
If you purchased an unlocked device from another retailer, please note, they are not optimized to work on AT&T’s network. This is important to remember when purchasing a non-branded, unlocked device and why you see different model numbers.
Find the model number on your device
iPhone |
Androids |
Other devices |
| 1. Go to Settings. 2. Tap General. 3. Tap About to view the model name and number |
1. Go to Settings. You may have to go into the System menu next. 2. Tap About Phone or About Device to view the model name and number. |
1. Go to Settings. OR |
First, make sure your device is compatible with AT&T’s Network. If it is not on the list, it may not work on our network. In instances like this, you’ll need to get a compatible device.
If your device is compatible but is not connecting, the following may resolve the issues:
- Program the data settings for your non-AT&T device
- Get a 4G SIM for your 4G device or a 5G SIM for your 5G device
- Download the latest software – If you are an AT&T Customer, software downloads are automatic. If you have a non-branded device, you will need to go directly to the manufacturer.
- Make sure 4G is enabled on your device. Some customers disable 4G.
- Try a couple of solutions written by some community members
Just added
Samsung devices will have an update available via Samsung as late as June 2022. So if you brought your own device, please visit Samsung Support for update information.
Depending on the software, will determine if your device will work. If all troubleshooting and software updates have been performed, your device may need to be replaced.
How to find:
- Go to Settings > About Phone.
- Scroll down to Service provider SW ver.
- The first section shows the sale code.
- The second section shows the Network Code.
- The third section shows the Carrier ID.
| Type of Device | Device Persona | SIM Network Code | Original Device Carrier | Disposition |
| Verizon Device with Verizon SIM | VZW | VZW | VZW | Won’t work. Replace device |
| AT&T device with AT&T SIM | ATT | ATT | ATT | Will work. |
| Unknown origination with unknown | ATT | XAA | XAA | Will not work. Replace device. |
| T-Mobile device with AT&T SIM and persona | ATT | ATT | TMB | Will work. |
ChrisZ, AT&T Community Specialist
*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.
Official Solution
ATTHelpForums
Community Support
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2.7K Messages
1 year ago
The 3G Sunset may be affecting your device. Check the info above to see if your device will work on the AT&T Network.
ChrisZ, AT&T Community Specialist
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rowner017941
New Member
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9 Messages
1 year ago
Their canned responses are a load of HOGWASH.
On a brand new Google Pixel 2 XL, one of their 'approved devices' I'm heading into my 4th week of no calls being able to be made or received.
20+ hours on support, going into stores, and dealing with this headache. AT&T you REALLY, REALLY MESSED THIS ONE UP.
And from the stores, and down detector, this issue for MILLIONS of your customers, even on $1,500 Android devices.
And the problem just grows continually by the day, the more towers you shut down 3G on.
I've been a customer for 20+ years, either directly or thru MVNO's.
Brand loyalty? Tell that to a doctor who can't be reach by patients. Or hospitals that can't reach staff in an emergency. Even business people like me.
Going to be really hard for AT&T not to lose lots of your FURIOUS customers with this mess-up.
FIRST STEP - PUBLICLY ADMIT YOU HAVE A BIG PROBLEM.
THEN, FIX IT!
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Jinn
New Member
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1 Message
1 year ago
I have an iPhone 11 that's on the compatible list. However starting in February of 2022, I started experiencing poor quality calls. No matter where I am in my house, every one tells me I keep breaking up. I can hear them clearly, the phone shows I have all my bars, it shows I'm on 5g network but I no longer have normal calls. What is going on ATT?
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rowner017941
New Member
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9 Messages
1 year ago
After 30 days and countless hours of aggravation, I finally gave up. Good bye AT&T! Good riddance!
Your actions have spoken louder than anything you can write in any forum, blog, tweet, press release or canned response. Mint Mobile, thanks for picking up the slack. NO issue whatsoever, ported, DONE, VOLTE active by default.
5 more lines headed your way in my family.
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