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What is happening with 3G?
M

New Member

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3 Messages

Thu, Oct 21, 2021 3:54 AM

S20 Ultra phones are no longer compatible!!!

Purchased new Samsung s20 ultra 5G, fully unlocked, phone from Amazon in July 2021. Contacted AT&T to confirm if phone was compatible with network, At&t representative assured me phone WAS compatible. Been using it since July with no issues whatsoever.  Then BOOM, today my phone don't work, spent over an hour on borrowed phone to  call AT&T and was told my new S20 Ultra 5G phone NO LONGER WILL WORK ON AT&T NETWORK !!!!!! WHAT??!!

Passed around to 3 different ATT peoples who could not figure out why my phone won't work, then said because it's considered to be 3G phone since I purchased it on Amazon.....then was told I would need to purchase another phone thru AT&T to use on their network!!!!! REALLY????? Three months ago you verified it WAS compatible! So disgusted this company can force customers to buy phones only from AT&T now.

Twenty (Edited per community guidelines) years we spent as your customer with PROMPT payments. They should at least replace whatever phone customer is currently using with "their" AT&T branded phone. You APPROVED phone 3 months ago, I am questioning the legality of this change!

SAMSUNG S20 ULTRA 5G PHONE IS A 5G PHONE, period. But because I purchased it FULLY UNLOCKED through Amazon,  at&t says its considered 3G....unbelievable!

Signed,

one VERY UPSET CUSTOMER!!

ATTHelp

Community Support

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176.7K Messages

2 m ago

Hello @Myhd883, we can definitely understand your frustration and concerns about your device compatibility and we do apologize for this inconvenience. 

 

Though it may have taken a few months for our system to catch it, please be advised all unlocked Samsung S20 Ultra devices aren't HD Voice capable like the devices that are sold through AT&T.

 

We'd advise that you'd follow up with the original manufacturer of the device (Samsung) directly for more details and helpful information on the compatibility of your phone. They should be able to provide you all necessary details on what next steps are needed to use your device.

 

Thanks for reaching out to the AT&T Community!

 

Lynn, AT&T Community Specialist

ACE - Sage

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90.6K Messages

2 m ago

If it was eligible in July 2021, it should still be. 

The last day to activate a non-compatible phone was in January of 2021. So if your phone was not eligible it should not have been able to be activated in July 2021.

   Check the model number or imei to make sure it's on the list.

Unlocked phones that will work on AT&T now that 3-g is shutting down

GLIMMERMAN76

ACE - Expert

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22.5K Messages

2 m ago

what is the model number of the phone?

New Member

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3 Messages

2 m ago

Model# SM-G988U1

GLIMMERMAN76

ACE - Expert

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22.5K Messages

2 m ago

You have a IMEI mismatch on your accounts not as that phone is fine.

New Member

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3 Messages

2 m ago

Glimmerman76 I dont understand what you mean by "You have a IMEI mismatch on your accounts not as that phone is fine." According to last At&t employee I spoke to, a Supervisor, this phone will not work.....i demanded phone to be RE-activated and he did finally after 45 mins of arguing. But he did say that he could not guarantee how long it will stay on or if it will work correctly! I really dont understand the problem they have with my phone all of a sudden, when 3 months ago at&t approved it. Don't know what to do now

ACE - Sage

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90.6K Messages

1 m ago

@Myhd883

Read the link provided in my previous post to whitelisted phones.   That model is on it. 

So either the problem is you are using a really old SIM card which is not provisioned correctly, or your IMEI is incorrect in AT&T state of bass. Replace the SIM card, and update the IMEI with support.

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