UPDATE 1: Switching the SIM to different phones doesn't see to help.
ATT will replace the SIM to see if that helps.

Update 2: I think it may have been related to the ROM. I switched ROMs and it seems better.

Update 3: Nope! It's back again on the new ROM. ATT has no idea what the problem is.

I'm not certain what would cause this issue intermittently but lets see what we can find out. 

 

Will you please send me a private message with your name, account number, phone number and the best time to contact you? Please include the type of phone you have and a summary of the troubleshooting steps you've taken.

 

I'd also be interested in how long & at what frequency you've experienced this. For example, does it happen 4 times a week or 2 times a month? 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

Update: yesterday they told me to go to a Device Service Center and do a warranty exchange.

I didn't want to travel down to the center because I was sure they would give me a hard time. The CSR said she was putting notes on my account that they should give me another phone no questions asked

SURE ENOUGH, when I got to the center they tell me that my problem was a network issue. Then they tell me they already shipped me a new phone. After I insisted that wasn't true they gave me a suspicious stare and said that they aren't supposed to do exchanges unless someone from ATT calls them first. Then they tell me that since I'm already here, as a "COURTESY" they will exchange the phone. They treat me like some kind of suspicious character the whole time as if I'm trying to scam them.

FOUR HOURS LATER my calls start going straight to voicemail and I'm not getting any texts

Way to go, AT&T. I'm frustrated beyond words.

I'm sorry your trip was fruitless. 

 

Per our private message conversation yesterday/this morning; I have escalated your issue. 

 

I know you're very frustrated but please allow Tina to review your account and contact you before you take additional actions to resolve this issue. 

 

 

Update: I called Customer Service and they suggested I exchange phone #2 and try my luck with.... phone 3#!

What do you think the odds are that two identical phones just happen to have the exact same unidentified glitch?

I'm not holding my breath.

So the Warranty Dept told me, "That's a network issue." Again.

 

 

I'm mad now.

 

I have the same issue, now my phone is about 3 years old.  Never had this issue til maybe 8 months ago.  i cant see it being the phone. .. i mean i dontknow what you have but mine is a go phone.  I think  its a network thing.  UNLESS you have the same phonelol

FINAL(ish) UPDATE:

ATT says they can't fix it. The only solution is to replace it with a different model phone.

Since they don't make any modern Android slider except the Captivate Glide, and two successive models have suffered from this mysterious bug, I'm kind of out of luck. I don't want to switch to touchscreen only.

They agreed that if they release another slider in the future I would be allowed to upgrade to it at that point regardless of my contract status. This is reasonable and I guess I can't expect more than that.

Now I just have to hope a) they make another qwerty phone soon, and b) they keep their promise. That last one has me worried.

I will personallly keep an eye out for any new phones that meet your criteria and make sure that you're contacted when that time comes. 

 

You are of course, welcome to contact me directly should you happen across one before I do. 

That's very kind of you, Jamileh.

I heard that device releases are a very closely guarded secret for some reason.

(Are there any whisperings around the water cooler?)

Not that I've heard, but I'll do a little recon,

Jamileh, I need your advice.

They've left an open device replacement ticket for me, and I have a dillema. If I knew that there wouldn't be another Android QWERTY released this year, I'd bite the bullet and live with a touchscreen only device.
But if there will be one, I'd wait for it.
Trouble is, I can only do this once, and while I wait I don't have a functional phone.

What do I do?

(Part of the frustration here is that earlier this year I gave up 2 extra upgrades and if I hadn't done that I wouldn't be in a, um, jam (absolutely no pun intended). forums.att.com/t5/Wireless-General-Care-and/Honesty-did-I-do-the-right-thing/td-p/3260141 )

I'm kind of stuck right now.

Any chance they could reset those upgrades, or tell me if there's another QWERTY on the way, or does any other reasonable solution come to mind?

I know you're in a frustrating spot. 

 

Unfortunately, we don't have advanced notice of new phones so I can't tell you if there is a new QWERTY phone on the way. As for other possible resolutions, please continue to work with Troy. He is your best resouce for that.

I have bad news. You may never get to the bottom of this. I had issues with multiple ATT customers in my area having similar problems and they never figured out what it was. After a few months some kind of network fix helped.
A word of warning. Every time you call for tech support, the first line of defense against helping you is the Level 1 support agent. Even if there is a known issue with the network, they will not tell you that but instead have you do the whole "shut off your phone, turn it back on, swap SIMs with someone else, swap phones" rigmarole. They even overnight Fedexed me a new SIM when it was known in the higher levels that the network was having issues. It is very wasteful of thier money and your time, but that's how they work. Then they will make a support ticket and tell you that they will deal with it in 5 business days. You will be strung along for a month without any help. This is based on my experience plus inside info from an ATT employee.
Sorry to have to tell you this but I want to make sure your expectations are sufficiently low or you will be disappointed.

Thanks for the reply harryspar. Yeah, I called customer service again to report it, explained the issue. She agreed it sounded like a network issue, but she decided to disconnect me from the network and rest my SIM anyway. We'll see what happens. They did this with the HTC a few times as well but the problem continued. The last time we had this issue with the HTC was 12/27/12. The problem is, it is an intermittent issue, so when I am on the phone with them, everyting works fine. Seem to be when the phone is sleeping the issue is happening.

Hey Jono0055, could you post updates here if anything changes? Thanks.

Sure thing.

Having the same issue.

Samsung Galaxy Skyrocket.  Replaced the SIM card, restart the phone every day.  It happens when I am on 4G LTE or wireless.

Had this issue with txts to my husband only, for a three yr period with the frequency of instances increasing 'till it was at least once a day. Delays of several hours sometimes. Tested it while standing beside each other and still his phone would register msgs with long delays in between. I had a BB torch on 3g and he had an LG that att systems could not track or identify. He swiched networks and carriers at will. Figured the problem would fix itself when he got a new unlocked Captivate and used the att 3g network exclusively.NOPE, just got worse. All my msg to him would be delayed 5min to hours. I got a S3 and with no improvent and finally called support and (from what i read) guess I was lucky cuz first call first operator fixed issue. She said she was going to swith his device to a closer tower (sorry if Im too vauge but this was 9 months ago), he had to power off and I think register his device on the network. Anyways we've never had the problem again. Hopefully even if I screwed some of steps or terms up, this might give a rep some hints/pointers or a starting point for others struggling with this.