
New Member
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12 Messages
"New" PrePaid Phone Loses Connectivity When Traveling
I got a new phone about 6 months ago. Since then sometimes when I leave home I lose service. If I notice I can either reboot the phone or switch to Airplane Mode then back and I am fine - until next time.
I have contacted Customer Service at least 30 times (really). They all are very nice and try to be helpful, but none of their "fixes" have worked. I finally asked to speak to Advance Technical Support and was told on more than one occasion that they would call me. I have been waiting for that call since November. I just called again (1/23/2023) and this time was told that there is no Advanced Technical Support for PrePaid.
I once had a similar issue that was fixed when I provided the ne EMEI number. That did not fix it this time.
Any ideas?
craigbrose
New Member
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12 Messages
10 months ago
I should have added that the phone will not regain service until I either reboot the phone or switch to Airplane Mode then back
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ATTHelp
Community Support
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225K Messages
10 months ago
Hello craigbrose, we understand how important it is to have a good connection when you're traveling.
Service can be lost due to the location, a setting in your device, or a service interruption.
There are a few additional details we'll need to locate the underlying cause:
In the meantime, you can login and troubleshoot for a personalized solution.
Let us know if this helps.
Kristin, AT&T Community Specialist
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craigbrose
New Member
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12 Messages
10 months ago
It’s when I switch towers. It can be 5 minutes from my house or another state
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ATTHelp
Community Support
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225K Messages
10 months ago
We appreciate your reply, @craigbrose.
Based on these details you've provided, we want to bring you into a Direct Message for additional support. Please check the message icon in the upper portion of the page and reply.
We look forward to assisting you further, and thanks for contacting the AT&T Community Forums for help.
Lynn, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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113.2K Messages
10 months ago
I've had this happen twice with my Samsung s22. One time I entered a 5G area and it completely disconnected. The other time I left a 5G area into a 4G LTE area only. Both times the airplane mode trick work just fine. Oh and I'm not an AT&T customer, I'm with Verizon. It's 5G that's causing the problem. 😮💨
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craigbrose
New Member
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12 Messages
10 months ago
Hi Lynn,
I saw the message icon yesterday, but was unable to connect thenm.
Today the message icon is gone.
Craig
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craigbrose
New Member
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12 Messages
10 months ago
Am I out of luck here?
What's going on?
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craigbrose
New Member
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12 Messages
10 months ago
So, the Message icon is there now. I clicked it and went to a private chat where is says "You are conversing with an AT&T agent.".
It's been 10 minutes and no reply.
Here it's been 5 hours and no reply.
I got better service from the Off-Shore Customer Service folks that have been unable to help me since November and lied to me about Advanced Technical Support.
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craigbrose
New Member
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12 Messages
10 months ago
Too Big To Care
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formerlyknownas
ACE - Sage
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113.2K Messages
10 months ago
The private message option closes out at the end of the business day when whoever it is who responded clocks out. So if you don't get an answer you're likely will not get an answer without restarting the process. 😦
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