Tutor
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27 Messages
My account displays the wrong phone
Due to the total damage to my old phone, a Samsung Galaxy A50, I filed a claim and accepted the Samsung S20+ 5G as a replacement phone.
When my new phone arrived, I inserted the SIM and SD cards from the old to the new and set up the new phone following the annoying “wizard”. This morning I signed into my ATT account. It was showing my wife’s phone as the Samsung A13 5G which is correct. However instead of showing my phone as the Samsung Galaxy s20+ 5G, it was listed as TCL TCL A2X, whatever that is.
When I clicked on the Manage Wireless tab it displayed, among other things, a message saying my line wasn’t active yet. I thought if I was already on a plan and simply upgrading my phone all I needed to do was insert the SIM card from the old to the new? So why is it saying my line isn’t active yet and how do I get it to display my correct phone?
formerlyknownas
ACE - Sage
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113.3K Messages
4 months ago
Likely it has replacement parts.
Insurance replacements are often refurbished phones
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kdog509adam75
Tutor
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27 Messages
4 months ago
Any idea on what I can do to fix that? Do I call customer service or can I got to an AT&T store and have them do come computer wizardry?
(edited)
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formerlyknownas
ACE - Sage
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113.3K Messages
4 months ago
Nothing to fix. If the internal parts and IMEI match a TCL, that's what it will stay.
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