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Matene14's profile

New Member

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1 Message

Fri, Aug 12, 2022 4:29 PM

Suspended Service

I lost my phone... filed claim. Got the new phone. But also found my old phone. Old phone is fine, so I sent back the new phone. Now I can't reactivate my old phone. Help please 🙏🏽 

ATTHelp

Community Support

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200.1K Messages

2 m مضت

Hey there, ! We're glad you were able to find your lost device! Now, let's see how we can get your old device connected to the network again!

 

Your device was most likely listed a lost/stolen which results in your phone being blacklisted. Once a device has been blacklisted it can no longer be used on the network.

 

Let's meet in a direct message, so we can review and confirm if this is the case for you. Then we can look into how to remove your phone from being blacklisted.

 

In the meantime, gather the following details and share them in your reply to our direct message only, so that your personal account information isn't posted in public.

  • With whom and how did you file your replacement claim? This information is necessary for providing the appropriate support & assistance.
  • What's the IMEI of your old device? We need these details to confirm if your device was blocked from the network.

Don't forget to meet us in a direct message which is the chat icon next to the bell icon in the upper right corner of the Forums. We look forward to helping you!

 

Jonye, AT&T Community Specialist 

ACE - Sage

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100.1K Messages

2 m مضت

You're dealing with an insurance company and the insurance company is never going to take the phone off The Blacklist. You never should have returned the replacement phone.

According to asurion's website once you place a claim and it is accepted you cannot reverse it.

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