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TCLynx's profile

Contributor

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26 Messages

Thursday, January 19th, 2023 4:56 PM

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Device not registered to network

This morning (Sometime after 9:30 am) my phone quit getting texts or letting me make calls.)
Same goes for my husband's phone.  Both are giving us the device not registered to network error.
I am not able to log into att.com to get support because the only options for 2 factor authentication are using our phones which are not working because of whatever network problem is going on.

Help.  I've restarted my phone a couple times but I'm doubting it is a problem with my device since both our phones are giving the same error.

It is driving me crazy that I can't get to ATT support without using the devices I need support on without going to the ATT store.
I tried talking to the chat bot but it wouldn't provide wireless support.

Accepted Solution

Official Solution

Community Support

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229.8K Messages

1 year ago

Hello TCLynx, we're here to help look into the error message you're receiving and get you registered on the network.

 

Try resetting your network settings to refresh your connection to the network.

 

Swipe down from the Notification bar, then select the Settings icon > scroll to and select General management > select Reset > Reset network settings > Reset settings > select Reset to confirm.

 

Some additional troubleshooting steps to take if you continue to not be able to connect to the network.

Let us know if this helps.

 

Jeff, AT&T Community Specialist

Contributor

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26 Messages

1 year ago

What happened yesterday is that I actually had to drive away from home in order to call support. 
They were not actually much help in that they could not tell me how to access support online without having the phone connected to the network to be able to get text for the 2 factor authentication.

They did reset our phones and we had to reboot them.  But it appears the problem was not actually with the phones.  (I had suspected the problem may have been with the ATT supplied cell booster device and had told support this.)  Again, remember I'm miles away from home when on the phone with ATT support because I can't call from home and couldn't reach support through the internet.  I asked them to check on the status of the cell booster, they never really said they were able to do that or that it was working properly or not.  When I asked what am I supposed to do if I get back home and after the reset and reboot of our phones, things still are not working, they told me to just take everything to the ATT store.

I did manage to get it working again/by resetting the cell booster.

Community Support

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229.8K Messages

1 year ago

Thank you TCLynx for reaching back out to us with an update!

 

We are happy that your services are back up and working correctly. If you have any other questions or concerns please reach back out to us, we are here to help.

 

Thank you for reaching out to the AT&T Community Forums!

 

Whitley, AT&T Community Specialist

Contributor

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26 Messages

1 year ago

The forum shouldn't let you type an answer to a post if you are not signed in!  I just spent time filling out a response and when I hit post it made me sign in but now the post has vanished.

While I did mange to get the phones and cell booster working again on my own, my original gripe of not being able to get support online if the devices I need support with are not able to get the 2 factor authentication text.

Is there some way to add an alternative method of 2 factor authentication for use in such cases?  There are times when I can't get cell signal but I do have access to internet.

Community Support

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229.8K Messages

1 year ago

Hi TCLynx! Unless you have another number to use for 2 Factor authentication (short codes) there is no other method available.

 

Here are some great tips that can help you receive short codes on your phone. View the details under Checked your blocked messages when you visit Not Receiving Verification Codes from App - Solutions From AT&T.

 

These instructions are specific for the kind of operating system (OS) for your phone (Apple or Android). If your experience persist despite the first step then try the following recommendations:

  • A customer has inadvertently opted out of receiving the codes (most common) - For most SMS marketing software providers, texting “HELP” or "ON" to the short code will reset the wireless carrier associated with your mobile phone number.
    • If you do not receive any response back, you may have blocked this number within your device. You'll want to go into your blocked messages as recommended above to check that there are no numbers blocked on your device.
  • Short Code Provider Issue (less common) - At times, the company sending the short codes can experience delays/outages when sending codes to customers. If you aren't getting codes after performing the steps outlined above, we recommend contacting the company sending the code to ensure there are no issues on their end.

Overall, most unexpected trends involving devices unable to receive Short Codes can be resolved by texting "Help" to the short code. The second most common is customers accidentally blocking the code via their device.

 

Try this and let us know how it goes. If you are still unable to receive these codes, and have tried all other steps, we can take a closer look at the line of service for you and can file a ticket if it is determined to be a development on our end.

 

Lar, AT&T Community Specialist

Contributor

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26 Messages

1 year ago

So you are saying that there is no online support via the internet for some one with a cell phone that is unable to connect to the network.  And since their cell phone is not able to connect to the network they are unable to get support via calling.  So there is no way for them to get support, short of having OTHER Phone service available to call on or getting themselves and their devices physically to an AT&T store.

This situation has come up a couple of times for me where my phone was not working to connect to AT&T.
Heck, I've even tried downloading the AT&T app for my phone to see if it could provide a way to get support when I'm unable to access the AT&T Network.  BUT to sign into the APP I need to have access to receive texts to my phone on the phone number that is NOT CONNECTING to the Network.

Now the Previous time I had a problem, it was just with MY phone and I was able to use my husband's phone to call support and work through the problem.

However, this time it was all phones on our account that were suddenly not able to reach the network so it was really frustrating NOT TO BE ABLE TO ACCESS OUR ACCOUNT in order to see what the problem was.

There should really be an additional way to have 2 factor authentication to reach support that can be registered to the account.  (like an e-mail address or an authentication app or something.)

1 Message

7 days ago

I have same problem. I am able to make calls thru FB messenger 

ACE - Expert

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14K Messages

7 days ago

@Benjii99 There is a known widespread outage. This post is a year old, so it will be closed. Click the link in the blue bar at the top of the page for current discussion of the issue.

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