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Troubleshoot your device issues
Hotspot_User's profile

New Member

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3 Messages

Friday, May 27th, 2022 2:00 AM

Netgear Aircard 770S doesn't work with new AT&T Sim Cards

I have a Netgear Aircard A770S, during the pandemic the account wasn't used for 2 years so AT&T deleted the MyGoPhone account.  The unit powers up just fine and says "Registration Error SIM not provisioned - MM#2".  Called customer service and they explained the account had been deleted due to inactivity, I had to go to an AT&T store to activate a new account.  Went to the local store paid $55 for account activation and 15gB of data, put the new SIM card in the Hotspot and it doesn't connect to the AT&T network,  put the original SIM card in and the device is working just fine connects to the AT&T network no problem, there is no account associated to that SIM Card.  Spent 4 hours at the AT&T store on the Phone with customer service, until Laura the supervisor said she has done everything she can do to help me.  Laura transferred me to AT&T billing, for a refund and billing said there is no refunds for Pre-paid accounts, customer service said they would credit my prepaid account (which does me absolutely no good) for the 15gB ($35) but not for the account activation ($15), and the store manager said he has no way to issue any refund on prepaid accounts.  So basically AT&T is saying sorry, no hotspot and no money. 

It is definitely an issue with the new SIM Cards, tried 3 different SIM cards at the store and all of them did the same thing, no connection to the AT&T network, but the old SIM card connects to the AT&T network but isn't on an active account (and apparently there is no way to reactivate it.) So, So Frustrating. Then double it because I have 2 hotspots and tried to reactivate both of them, total $110.

Community Support

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232.9K Messages

2 years ago

Let's make this your last stop, ! We really want to help get your Netgear Aircard 770S connected to the AT&T network!

 

With more information about your experience, we can help find the best solutions for you:

  • Did you ever receive any notifications requesting you to upgrade your device due to the 3G sunset? The reason we ask is because AT&T shut down the 3G network. You could be impacted by this change. You will find 3G sunset updates and more information here in the Forums. You will come across a list of supported devices. Your device may no longer be supported.
  • You mentioned that there wasn't an issue with the old SIM connecting to the network, were there any signs of connection? We're trying to see why only the old SIM connects.  
  • Did customer support confirm that your new account was set up and activated? We may need to review your account for any activation error. New SIM activation may need to be performed on your account.

Don't forget to fill us in with more information so we can help get your device connected!

 

Jonye, AT&T Community Specialist

New Member

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3 Messages

2 years ago

To answer your questions:

Yes, my device is on the list Netgear Air Card 770S is on the list of supported equipment. And no I did not receive a sunset 3G notice as this device supports both 3G and 4G.

There is no issue connecting the old SIM card to the network, upon startup I get 4 bars in the upper left of the screen and the message Account Not Provisioned.  With the new SIM card all I get is a circle with a slash through it.

Yes, customer service confirmed that the accounts were set up and activated, every time I spoke to a new customer service agent they needed the SIM card ICCID and the IMEI for the devices.

The last person I talked to said she did everything she could and she was opening a case.  Someone would call me is 1 to 2 weeks.  About 8 hours on the phone into this, needless to say I am not holding my breath.  

I have 2 devices, and have tried 3 SIM Cards and get the same result every time. I think there is something that changed in the way the SIM card works and no one has ever tried it with this device.  

Community Support

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232.9K Messages

2 years ago

Based on your Netgear Air Card concerns, we want to get you into a DM to further troubleshoot your device @Hotspot_User. Check the message icon in the upper portion of the page and reply. 

 

In the meantime, we want to include some questions to add in your reply back to us. 

  • What Prepaid plan is listed on your account when you sign in? This will help with if you are on a plan that will allow your device to connect to our network.
  • Is the device a AT&T branded device? or purchased from a third party? This will help with personalized troubeshooting for your device to help narrow down the root cause. 
  • What is the device Make and Model number? Reviewing your devices make and model can pin point certain settings and requirements for connection to help towards a solution. 

Gather the informaiton above and reply back to us in the Direct Message, and we will get started figuiring out the root cause and work towards a solution. Again, keep an eye our for the DM . 

 

Alasani, AT&T Community Specialist 

ACE - Sage

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118.3K Messages

2 years ago

I'm pretty sure the problem is that devices it is now excluded from the network.

Devices that will work on AT&T now that 3g is gone

New Member

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3 Messages

2 years ago

Guess again formerlyknownas - Netgear Unite - AC770S is on the tested and approved list.

 

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