Troubleshoot your device issues
Vski72's profile

New Member

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4 Messages

Wed, May 4, 2022 7:39 PM

Phone reported stolen and it's not stolen????

Someone reported my son's phone stolen when it wasn't. I reactivated the phone when ATT shut it down -the status was "suspended/stolen." I walked into ATT to prove that we have possession of the phone and they restored it. The phone disconnected 2 days after I called customer service and they launched an investigation. They restored it again. but a month later it was shut down again. How do I STOP my phone from being shut down? It's not stolen and I am tired of the back and forth with ATT. Can you just give me a new phone? Obviously, someone is fraudulently reporting this phone stolen and this is irritating.  It keeps getting turned off after a few days! What is the permanent fix in this situation?! 

Constructive

Employee

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28.6K Messages

3 m前

they arent going to give you a new phone

Constructive

Employee

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28.6K Messages

3 m前

what make and model of phone?

ACE - Sage

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98.5K Messages

3 m前

Are you the original purchaser of the phone? It wasn't bought second-hand? Was there ever an insurance claim on the phone?

If the answers are in order yes, no, no, vile and FCC complaint. The FCC complaint is forwarded to AT&T upper management and someone will call you. They will likely want your original proof of purchase

New Member

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4 Messages

3 m前

I didn't buy it second hand. I am the original purchaser of the phone. It is on a monthly payment plan on my account. I pay for it every month so they should see that it is with the owner who is making monthly payments. 

Thank you for mentioning the FCC, I think that is a good idea. I also like the idea of a new phone. I will ask for a new phone first and if that doesn't work, I will file a claim with the FCC. 

ATTHelp

Community Support

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195.1K Messages

3 m前

Hello @Vski72, we certainly understand your concerns regarding your device and line suspension due to a stolen report. 

 

Based on your concerns, we want to go ahead and bring you into a Direct Message. Check the message icon in the upper portion of the page and reply back to us. 

 

We look forward to further investigating and assisting you more. 

 

Thanks for contacting the AT&T Community. 

 

Lynn, AT&T Community Specialist

New Member

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2 Messages

3 m前

I am also having the same issue. I am the original owner the phone. It was reported stolen and blacklisted on may 2nd and I did not report it. I talked to a person on may 3nd who said they unblacklisted it and fixed the issue. May 3rd it wasn’t working so I called at 12, and spent another hour on the phone and they said they fixed it. 3 hours later my phone wasn’t working again. So I called a 3rd time and that person said they fixed it 100% and it wouldn’t happen again. 3 hours later my phone wasn’t working again. I called again this morning and spent another hour on the phone. 

the guy today did the same steps and said it’s fixed. I asked him if he did the same thing the other 3 people did. He looked it up and said “yes” I then asked how am I supposed to believe that by doing the same thing a 4th time we will have different results? Something else needs to be done. He said he could get me to the sales department so I can BUY a new phone! I JUST BIUGHT THIS PHONE 3 months ago!! I didn’t mess this phone up, it’s 100% on ATT for allowing someone not associated with my account to report my phone stolen!! Not only am I out a phone, but I use it for work and there is no telling how much money I have lost due to people not being able to contact me! 

The 4th guy at ATT I talked to today finally ended the phone call with “I’ll call you in an hour or two” THIS NEEDS TO BE RESOLVED TODAY!!! COMPLETELY UNPROFESSIONAL AND UNACCEPTABLE! 

ATTHelp

Community Support

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195.1K Messages

3 m前

 

Let's get to the bottom of your blacklist experience @Scdodge

 

AT&T works hard to protect customers from having their information stolen. As an extra layer of security If there's an error with a blacklisted IMEI that requires removal, review the following to  determine the root cause:

  • Was the device reported lost in transit? If so, AT&T can't remove the device from the blacklist and we advise to return the device to AT&T.
  • Did you purchase the device at a AT&T sales location? You must return to the point of sale with their documentation to resolve blacklist issue.
  • Was a claim started on the device through insurance? If the claimed device is found and they want to use the claimed device, you must return the replacement device.

In addition, if your device has been blacklisted and then since been removed from the list. You may need a replacement SIM to connect to our network. Or you can purchase a new device online. 

  • We ship most new devices with the SIM card inserted in your device and activated.
  • Make sure to use the SIM card that came with your new device or order a new one. If you use another SIM card, you may not be able to use some features of your new phone.
  • Pick up a SIM from our AT&T store or reach out to us to get a new one. 

Furthermore, if you feel that the device was added to the blacklist by mistake, and the original owner of the device, reach back out to us and we go over options for removing the blacklist. Thank you for contacting AT&T Community Forums.

 

Alasani, AT&T Community Specialist

New Member

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2 Messages

3 m前

@ATTHelp 

To answer your questions above in regards to my first comment.. 
1. The device was never reported stolen. 
2. The phone was sent to me direct from ATT

3. No claims have ever been started against this phone or any on my account for that matter. 

Update on the phone call from 9Am this morning, I still haven’t received a call back from ATT and it’s now 3:15PM. This needs to be resolved ASAP because I changed nothing on my account and pay by auto pay and have had to be without a phone for 3 days now. Ridiculous! 

@ATTHelp 

ATTHelp

Community Support

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195.1K Messages

3 m前

Based on your device concerns, we want to get you into a DM @Scdodge. Check the message icon in the upper portion of the page and reply back. 

 

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

  • What is the make and model of your device? This will help determine if your device was affected by our 3G shutdown. Beginning March 1, 2022, we sent cancellation notices informing session-based customers (AT&T PREPAID) that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device.
  • Is this a Prepaid or Post paid account? This is helpful to narrow down where to look for your device details. 

Gather the device information, and we will get started figuring our the root cause. Again, Keep an eye out for the DM. 

 

Alasani, AT&T Community Specialist 

New Member

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1 Message

3 m前

I’m having the same issue which started may 4th when it was reported stolen but wasn’t stolen.. called and had it removed from the blacklist and it worked for 3 hours and now has stopped working.. please post on her how or if the issue was resolved,

thanks

New Member

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4 Messages

3 m前

I have had this issue since Wednesday.  They (AT&T) say it is due to my travel to Costa Rica (with International Plan IN PLACE).  My friend was also on an iPhone with AT&T and has had ZERO problems.  

My service has been shut off 9 times since Wednesday.  I have been to the store twice and on chat 7 times.  Each time I am told to "rest assured" that they have fixed the issue.  The concept that AT&T is suggesting a NEW phone is purchased is absolutely NUTS.  They should offer us a loner phone at the VERY least while they clear this phone from the Blacklist and a credit to our account.  

My service is currently down.  I have spent well over 16 hours on this issue and the texts that I have missed for work have done permanent damage as the sender has NO idea their texts are not coming through.  

I have been led to believe I am the "only one" when clearly that is NOT the case and ALL people in this forum reported this issue started 5/4/22.  C'mon AT&T.  Get this resolved TODAY!!  

ACE - Sage

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98.5K Messages

3 m前

As in my earlier post, I swear "FCC is flagged as one of the words that attracts the attention of a t t help.  🤣

The FCC lights a little bit of a fire under AT&T's rear-end to get things done. If your phone is not removed from The Blacklist do not hesitate. FCC complaints or a short form online takes less than 2 minutes to fill it out.

ATTHelp

Community Support

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195.1K Messages

3 m前

Hi best708746, based on your service inquiry, we want to get you in a Direct Message(DM). Check the message icon in the upper portion of the page and reply back. 

 

In the meantime, please let us know:

  1. The make and model of your device. Check out the AT&T branded devices & unlocked devices that will work on our network. We phased out of the 3G network to make room for an even better network. 
  2. Was your device purchased by a third party other than AT&T. Your device may have been reported stolen by another person. 
  3. Are you using an insurance replacement device? If you recover an Asurion claimed device, you must return the replacement device and contact Asurion at 888.562.8662 for a claim reversal. 
  4. If you are the account holder. Only the account holder can remove the device from the blacklist.
  5. Learn how to restore wireless service for a lost or stolen device, this works for only suspended accounts. For suspended and blocked accounts, the account owner will have to contact us. 

We look forward to hearing from you! Again, keep an eye out for our DM. 

 

Rhoda, AT&T Community Specialist 

New Member

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4 Messages

3 m前

My issue has not been resolved. I have called ATT 2 more times and still no resolution. After I called today and was told that my phone cannot be restored, I hung up and filed a claim with FCC.  I just tried to direct message ATT and the chat was closed! I really need help- this is crazy to just shut my phone down and I walked in a store to prove that it isn't stolen. PLEASE HELP!!!!!

New Member

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4 Messages

3 m前

Hi ATTHELP, 

After a week and my account shutting down for 3-12 hours 10 times, I finally seem to have service restored.  I would have thought AT&T would have offered a credit to my account as a peace offering to keep me as a customer.  I have had no such offer and so I will have to start to find another carrier. 

Seems like such poor customer service when this was an issue on their end and cost me many hours of missed work and missed work communication.

You mentioned getting me on Direct Message(DM) and you wanted me to "check the message icon in the upper portion of the page and reply back", but I could not see what you were referring to.  If you are able to post a picture next time so someone can find it, that would be helpful. 

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