Jeannie_D's profile
Jeannie_D
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Supersonic 25!

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89 Messages

Wed, Apr 12, 2017 2:30 PM

Call receipt problem - My AT&T GoPhone and Husband's Sprint LG Stylo 2

I have an AT&T GoPhone (ZTE Z222.) My husband had AT&T cell phone service, through a family plan with his son until about a month ago, when, with his son's family he got a smart phone, LG Stylo 2, they changed to Sprint as their carrier. Now, the 2 times my husband called my cell phone (in the same local geographical area), the 2 calls did not come through to my phone. Instead, over 1 hour after my husband called, I received a voicemail message on my GoPhone, with the message he left when I didn't answer the phone.

 

Is this problem one of AT&T service not connecting immediately with Sprint service? What is going on?

Jeannie_D

Scholar

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89 Messages

5年前

There had been a reply to my question posted, but not it is gone. In case it is helpful to others, here is the reply (which I haven't removed from my email messages):

 

Hi @Jeannie_D,     Thank you for joining the Community Forums. I can understand how this issue can be concerning. I had the same thing happen to me. I’m more than happy to help with an answer!     The first thing I would try is to turn both phones completely off for about 1 minute and turn them back on. Have your husband try to give you a call and see if this will clear up the issue.     The second thing I would try is to remove the SIM cards and wipe them with a soft cloth, than reinsert them. You can visit our Device Support page for the steps to complete this process. All you have to do is select the make and model of the device > Tutorials > Insert SIM card.     If the first two steps do not work, I would like to send you a private message to ensure the port over was submitted correctly. Please be on the lookout for my message.     I look forward to speaking to you and resolving this problem once and for all. Thank you for your time and have a fabulous day!     Demetria, AT&T Community Specialist

+++++++++++++++++++++++++++++++++++++++

 

I tried the 1st step suggested and the call from my husband's cell phone came through to my cell phone with no delay. I didn't try the other steps suggested.

Jeannie_D

Scholar

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89 Messages

5年前

Well, the problem is back again. A few days ago, my husband called my cell phone while he was parked in his car in a store parking lot, about 15 miles away. My cell phone didn't ring at all. About 3 hours later, my cell phone displayed that I had a voice mail message. It was from my husband from the call he had made earlier in the day. Note: Since he had to leave a voice mail message and what he was calling about was important, he did call our land line at  home (AT&T Uverse.) That call went through with no problem and no time lapse.

 

I have found information that the poor Sprint service cell phone connection (my husband has Sprint cell phone service through his son's plan) may be due to the fact that there are fewer Sprint cell phone towers in some areas than there are cell phone towers for Verizon, AT&T, or T-Mobile.

ACE - Sage

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98.5K Messages

5年前

Hardly the first time Sprint failed to perform.  Maybe you can bring the whole group on board with att?  

 

ATTHelp

Community Support

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195.1K Messages

5年前

Hello @Jeannie_D!

 

Welcome back! I am sorry to hear the problem is occurring again. I will be delighted to continue assisting!

 

Another option I recommend is trying the AT&T Troubleshoot & Resolve tool, which provides an excellent guide to fix this type of issue.

 

In the event the problem continues, I invite you to send us a private message to @ATTMobilityCare. Please include your full name, phone number and a good time to reach you.

 

I would love to personally get this matter taken care of. Thank you for your time and I look forward to speaking with you soon!

 

Have a nice day!

 

Demetria, AT&T Community Specialist

Jeannie_D

Scholar

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89 Messages

5年前

@lizdance40 -

 

The cell phone carrier my husband's son and family switched from is AT&T, including my husband in their cell phone plan. Thanks for the idea. I won't be suggesting that they change back to AT&T, because it is not my business. They made the choice to switch because of cost.

 

I see AT&T Community Specialist Demetria replied again. I will see what else is possible from her advice.

 

Best wishes -

Jeannie_D

ACE - Sage

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98.5K Messages

5年前

I have a friend who went to Sprint and only lasted 6 months due to dropped calls.  

To each their own.  

You might need a new SIM card.  Sometimes they just fail.

 

Jeannie_D

Scholar

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89 Messages

5年前

@lizdance40-

 

Thank you for the suggestion that I may need to replace my SIM card.

 

Jeannie_D

ACE - Sage

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98.5K Messages

5年前

Keep us updated @Jeannie_D.  These odd problems are more likely to be solved by trial, error and experimentation.  There are so many quirks between devices, plans, carriers that we just can't  account for them all.  

I love it when weird problems have weirder solutions.  

 

Jeannie_D

Scholar

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89 Messages

5年前

@lizdance40-

 

I will post any solutions suggested by Demetria,  AT&T Community Specialist, and any others which I stumble upon, so that they may be helpful to another having a similar problem.

 

For now, I'm going to suggest to my husband that when/if he needs to call my cell phone from his again and I don't answer and he has to leave a voice message, that after leaving the voice message he also text my cell phone (there does not seem to be a delay in texts going through from his cell phone to mine) and ask me to call him, and then . . . for him to call our house phone / land line. Calls from his cell phone to our land line (AT&T Uverse) do no seem to have trouble coming through without a delay or being dropped. He will grumble about having to do 3 different things. Sigh . . .  I will suggest he go through those 3 steps when what he needs to communicate to me is urgent or an emergency.

 

Best wishes -

Jeannie_D

Jeannie_D

Scholar

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89 Messages

5年前

It has been more than 2 weeks since the following private messages between Demetria, AT&T Community Specialist and me:

 

From: Demetria, AT&T Community Specialist
Apr 28, 2017 6:22 PM
Re: Call receipt problem - My AT&T GoPhone and Husband's Sprint LG Stylo 2  
 

Hello there ,

 

Thank you for your prompt reply. I am eager to get to the bottom of this situation. I would love to personally work with you through some additional troubleshooting steps, as well as I would like to make sure everything looks correct on your account.

 

Please provide your full name, account number, a phone number I can reach you at and a convenient time including your time zone.

 

Your cooperation is greatly appreciated,

 

Demetria, AT&T Community Specialist

+++
 
From: Me
 
Apr 29, 2017 10:04 AM
Re: Call receipt problem - My AT&T GoPhone and Husband's Sprint LG Stylo 2  

 

Hello, Demetria -

 

I will try all the troubleshooting options available.

 

My full name: ********

Since my cell phone is a prepaid GoPhone, I don't believe I have an AT&T account number.

My GoPhone number; ###-###-####

House / land line phone number:  ###-###-####  <- prefer to use land line to talk

Note: My cell phone # is an Ohio area code. Our land line number is a St. Louis, MO area code.

Available to speak with you: Monday - Saturday, 9 am - 6 pm, Central Time

 

I will make sure I stick at home until you call or let me know that I no longer need to be on "phone standby" at home. Smiley Happy

 

Thank you -

Jeannie_D

+++

 

From: Demetria, AT&T Community Specialist

 

 

Apr 29, 2017 10:27 AM

Re: Call receipt problem - My AT&T GoPhone and Husband's Sprint LG Stylo 2

 

 

Hello Jean,

 

I made sure the provisioning on your line was correct, as well as resent the network information to your phone.   Please power the phone off and back on for the changes to take effect. 

 

Have your husband perform a soft reset on his phone.  This does not clear out any personal information but will refresh his connections. 

 

  1. Turn your phone off.
  2. Remove the battery. After 10 seconds, reinsert the battery.
  3. Turn your phone back on.

 

I hope this helps fix the issue and please enjoy your weekend.

 

Demetria, AT&T Community Specialist

+++

 

From: Me

 
Apr 29, 2017 10:33 AM
Re: Call receipt problem - My AT&T GoPhone and Husband's Sprint LG Stylo 2  
 

Thank you, Demetria -

 

I will go through the steps you suggested. I will wait until tonight for the soft reset of my husband's phone. He will be visiting family in the next county west of us tomorrow. I will ask him to use his cell phone then (tomorrow 30 April 2017) to call my cell phone to see what happens.

 

I will let you know what is what in a message after tomorrow's test call.

 

Jeannie_D

 

 

Apr 30, 2017 2:10 PM

Re: Call receipt problem - My AT&T GoPhone and Husband's Sprint LG Stylo 2  

 

Hello, Demetria -

 

I followed the steps you provided for my GoPhone. And, my husband followed the steps with his phone.

 

Today (Sunday, 30 April 2017) he went to the county to the west of us to visit his son and his family. As a test, he called me from his cell phone to my cell phone when he arrived at his son's house. The call came through to my phone. However, I couldn't hear my husband on the other end. I could tell he was talking, but the sound was just barely there and scratchy. I had the volume on my phone set to the highest level.

 

I'm thinking that the problem may lie with my GoPhone model (Z222) and that I should purchase a newer version GoPhone. However, I don't want to do that if I can't insert my current SIM card in the new phone, since I want to keep my current cell phone number (937 area code - Ohio) and am residing in Missouri (314 area code.) I was led to believe that to assign my current number to a new phone, without my current SIM card - with a new one - that I would need to be back in Ohio in the 937

area code.

 

To test the sound quality on my cell phone, I did call a friend's cell phone (her number is a New Mexico area code). Right now, she is in California. Her cell phone carrier is Verizon. I thought that might be a good "test." I had no problem reaching her and hearing her voice. So, the sound problem I had with my husband's test call earlier today isn't with my phone.

 

I would appreciate your thoughts or any other ideas regarding the sound problem between my husband's cell phone and mine.

 

Thank you in advance to being "up to the challenge" with my GoPhone issues.

Jeannie_D

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I have received no communications from Demetria, AT&T Community Specialist, after my 30 Apr 2017 private message above. I can only assume my issue has been "crossed off the list" and doesn't warrant any possible solutions, which may include my needing to acquire a newer version GoPhone model, as I mentioned in my 30 Apr 2017 message above.

 

Jeannie_D

 

 
 
 
Jeannie_D

Scholar

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89 Messages

5年前

UPDATE

 

I have received another message from Demetria, AT&T Community Specialist. I was hoping to have my husband try to call my cell phone from his cell phone yesterday, 21 May 2017, when he was in the county to the West of us visiting his son. However, he forgot. Sigh . . .  So, now I will wait until he is out of town again, which will probably be 2 weeks from now to conduct our test.

 

Jeannie_D

Jeannie_D

Scholar

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89 Messages

5年前

Update on my AT&T Go Phone and my husband's Sprint LG Stylo 2:

 

My husband was out of town last week (Philadelphia and Maryland.) He used his cell phone to call my cell phone (Missouri.) The call came through and I could hear him, so all is A-OK. If there are future reception problems between my cell phone and his smart phone with Sprint service, I will assume the problem lies with cell phone tower transmission from wherever he is calling from or wherever I am located.

 

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