Cyber Monday Deals: Buy a Samsung Google S22 & get Free Galaxy Buds 2 - while supplies last!
Need help understanding your bill?
NOTSTOLEN's profile

New Member

 • 

4 Messages

Wed, Mar 2, 2022 9:31 AM

Two Phones Lines Falsely Reported Stolen

I have 4 lines under my account, and 2 of the lines weren't able to make or receive calls since yesterday morning. I found out yesterday evening that the 2 lines have been falsely reported stolen. I can still text, but cannot call anybody except 611.

So, I called 611. The agent asked me to turn off my phone then turn it back on after 1 minute, so she could reboot it. After that, I can't even call 611 anymore.

I have had these phones for years. I purchased them directly from Samsung.com in 2017. I have been with AT&T for decades also. My account is on autopay, everything is current, so it's not a billing issue.

What's the most efficient way to get this resolved?

More importantly, who can report a phone stolen and what information would be required from AT&T for the person to file such a report? I have already changed my password to my account. What else should I do to protect myself? Thank you in advance.

Accepted Solution

Official Solution

ACE - Sage

 • 

101.8K Messages

9 months ago

You say you can still text and call 611 from those two phones, but you can't make phone calls?

If the phones had been reported lost or stolen they would say "Network blocked" and you would not be able to call 611, and you would not be able to send text messages. Those phones have not been reported stolen

Please list the brand and model number of the two phones that are affected? The model number can be found in the phone's settings under about phone.

Since you purchased these phones directly from Samsung sometime ago I suspect the problem is not blacklisting for being stolen but that they have been using 3-g service for phone calls and now 3-g is shut off. 

These unlocked phones will work with HD voice sim cards. 

If your phones are not on this list oh, you must replace the phones. You also should have received an email or a text message that your phones needed to be replaced. 

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

HD voice sim card

New Member

 • 

4 Messages

9 months ago

@formerlyknownas you are absolutely right. Phones were not reported stolen. Just listed as "blocked" and one of the common reasons is "reported stolen". And yes, it's all because of the death of 3G.
Phones are on the list, SIM cards confirmed compatible. Yet, "IMS registration status" is "not registered".
Anything I can do on my end to fix this?
Thanks a bunch! Saved me time I don't have!

ACE - Sage

 • 

101.8K Messages

9 months ago

You can reset network settings.

Make sure connection settings are set to LTE for both voice and data.

Call AT&T make sure the IMEI is correct.

If the phones in question are still starting up with another carriers boot splash, that would indicate they are not updated with the correct software.  If you are handy enough to feel you can Flash the correct software, you can give that a try. It's not something at&t can do and we are not allowed to discuss it further.   

Lastly, Firstnet cannot use "unlocked" (non AT&T) phones.  That's another issue that's come up this week, had no idea.

New Member

 • 

2 Messages

8 months ago

I am experiencing the same issue -- blocked from network use, customer service rep says it was reported lost or stolen when it isn't, can't get them to reconnect me.  It's been almost 72 hours and now AT&T isn't even accepting my calls about it.  I am beyond furious for the interruption to my business, community service, keeping in touch with elderly parents, being able to get two-factor authentication texts, etc.  How did others resolve this problem???

New Member

 • 

4 Messages

8 months ago

@judcarb sorry to tell you this but: cut your losses, buy a new phone and move on. Everytime AT&T tried to help, it was more like a sabotage. Complete waste of time.

No, it doesn't feel right and it is not right. Someone I know put it as, our phones got broken remotely. 

ACE - Sage

 • 

101.8K Messages

8 months ago

@judcarb

I am experiencing the same issue -- blocked from network use, customer service rep says it was reported lost or stolen when it isn't, can't get them to reconnect me.  It's been almost 72 hours and now AT&T isn't even accepting my calls about it.  I am beyond furious for the interruption to my business, community service, keeping in touch with elderly parents, being able to get two-factor authentication texts, etc.  How did others resolve this problem???

Is it the same problem?  If the phone literally says blocked from Network in the notification bar, that would indeed indicates the phone has been blacklisted as lost or stolen, not suspended as a non VoLTE phone. 

You did not say what phone you are using, or if it was purchased directly from AT&T or from a third party. And you did not indicate whether only calls are blocked, or whether you have the ability to text and use data?  

Find an IMEI Blacklist check online, like the one is swappa offers for free, and blacklist check the IMEI. Does it come back as a blacklisted phone?

Yes? 

Then it is. 

New Member

 • 

2 Messages

8 months ago

My iPhone 12 was reported stolen/missing by someone other than me and NOT on my plan.  The phone is in literally in my hand.  Whoever reported it as stolen/mission did so without my knowledge or permission.  When I try to make a phone call i get a message that says "Sorry, but this device has been blocked from network use."  My texts through cellular do not go through.  The blocking started 72 hours ago.  My first call to customer service was 12 hours after that and the initial report was filed (yes, the person confirmed, my phone number was indeed blacklisted).  My second call was 24 hours after that; I was told that it would be turned on that morning; my third all was that afternoon and was told there was nothing more they could do.  I called for the fourth time this morning and sat on hold for 22 minutes.  I figured my number was blocked from their customer service because I was calling so much, which is what I am referring to in my original post.  But I called again afterwards and was able to get through.  That fifth call resulted in speaking with a very nice women who basically confirmed that my work order was in process and that there was still nothing more she could do. She said that the only reason the phone would be blocked for cellular use is if my phone insurance kicked in for a reported stolen/missing phone or someone on my account reported the phone stolen/missing.  I assured her once again, that neither was the case.  AT&T allowed someone who was not authorized by me to report my phone stolen/missing.  I am the only owner of the phone, purchased about a year ago.  I have been a loyal AT&T customer, never missing a payment, for over 10 years.  IT IS UNACCEPTABLE THAT I AM WITHOUT MY SERVICE FOR THIS LONG WHEN I DID NOTHING WRONG?  How can someone else get my phone blacklisted????  If it can happen to me, how many other people has this happened to?

ACE - Sage

 • 

101.8K Messages

8 months ago

@judcarb  if you are the original owner, and can get a purchase receipt for your phone proving that you are the original owner. Then what you need to do is file an FCC complaint. FCC complaint online usually will get a response from the carrier within 24 hours. It may take them a little effort to get the phone on blocked, but with proof of purchase they have to.

Clearly someone keyed in the wrong IMEI, or provided a t & t with the wrong IMEI of a lost or stolen phone.

This happens all too often. There really should be a better check and balance for this procedure 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.