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25.7K Messages

Wed, Dec 14, 2016 6:13 PM

NumberSync Failing and Not In Sync With Itself

I had purchased the Samsung Gear S3 Frontier [hereinafter "S3"] via the pre-order, which went well and was shipped quickly. The one issue was that an overlay was preventing from completing the pre-order on a mobile device, but I digress.

 

The S3 that I ordered and received was the LTE model, with its own phone number.

 

I was informed that I could use NumberSync to connect the S3 to my LG G5. I went through the steps, using the website and the Samsung app, and it seemed to work just fine.

 

But after a few days, I noticed some issues. Before I get to those, the watch shows 2 different types of status:

 

1. No Icon = NumberSync is working, or unit is connected via Bluetooth

2. Watch = Stand-Alone mode with NO NumberSync.

 

Here's how the issues manifest.

 

Sometimes the watch whould show NO ICON [NumberSync working], and I would receive a text. I would then write a reply and SEND. But when I try to send, I get a warning message that NumberSync and Backup are NOT ACTIVE, and that I need to make those active. The message I was trying to send would never be sent.

 

Sometimes the watch would show NO ICON, and I would later learn that I missed a very important call or text, because the phone was in the other room, and I was relying on the idea that NumberSync was a service that actually worked.

 

Sometimes the WATCH ICON would appear [No NumberSync / Stand-Alone] and then disappear. I'd get texts at random times telling me that NumberSync had been turned on. I never got texts indicating that it was turned off.

 

The website and watch would tell conflicting stories, with the website saying that NumberSync was ON and the watch saying that NumberSync was OFF.

 

By now, you get the general idea. The bottom line is that NumberSync was not reliable and consistent, difficult to predict, and ultimately useless.

 

MY EFFORTS TO FIX THIS

 

I first called 611 and spoke with someone about this. We did two factory resets. This was painful, because I would then have to go through setup again, re-do Samsung Pay, re-upload my images, and spend 2 hours re-uploading my music to the watch [4GB of storage]. We spent over 90 minutes working on this, and eventually it appeared to be working again. The more she giggled during the call, the more upset I got.

 

But the next day, the NumberSync went away from about 9:30am to about 4:00pm. I let that go, but it kept having problems and was again unreliable.

 

I went to my AT&T store, and this slick guy at the door pawned me off to an 800 number [(800) 801-1101]. He said I might need to exchange the device, and said they didn't have the device in the store. Leave it to AT&T to NOT have any new devices in the store, ever.

 

I called the 800 number and spent over 90 minutes [again] with this guy, where we did ONE factory reset. Again, most painful. In the end, we both determined that it was probably not the device, and instead was the NumberSync service itself. He said he asked a few people, and discovered that some "higher-ups" had determined this to be a more wide-spread issue, and that they were going to write a master ticket for it and attach my ticket to it.

 

I asked for a ticket number, and he said it would be texted or emailed to me within three [3] hours.

 

LET THE LIES BEGIN

 

I never got the text or email regarding my ticket. I let six more days go by, and during this time NumberSync was being as unreliable as  usual. I finally called and got another rep. I told her that I was supposed to get a ticket number, but did not, and I wanted an update on the status of the NumberSync network issue. She said that she was unaware of this and put me on hold.

 

She came back and said, "I will call you back within 10 to 15 minutes."

 

Fine.

 

Over an hour passed, and I received a text from an associate. Tried to respond on the watch and got the same error message, and the message did not send. The "10 to 15 minutes" promise was clearly the second lie told, so I decided that each lie should be punished accordingly.

 

I called the 611 number and I cancelled the number for the S3, and also cancelled service for my iPad. I made it clear that if AT&T lies to me again, I'll cut off one of my three cell phones. Each time they lie, I make another cut.

 

The woman from the 800 number calls me TWO HOURS after I cut these lines, and THREE HOURS after her "10 to 15 minutes" promise. She blamed the higher-ups for "not getting back to me quickly enough," and then told me that "they needed additional information."

 

They needed additional information? THEN WHY DID THEY NOT CALL ME TO ASK FOR THIS NEEDED ADDITIONAL INFORMATION? They were just going to sit there and see if I called back? Plus, I'd spent over THREE HOURS trying to deal with this issue, and a massive amount of information was exchanged, so WHAT INFORMATION did they need?

 

I told her to not worry about it because I cut the cord on the S3 and would not be giving AT&T any more money related to NumberSync until they could resolve the issue. It was sounding like she was about to get snotty with me, so I hung up on her.

 

IF AT&T READS THIS, HERE'S MY DEAL:

 

I really WANT to use NumberSync with my S3. I want it to work. I NEED it to be reliable, as MY LIVELIHOOD DEPENDS ON IT.

 

If you can fix NumberSync, prove to me [or assure me] that it is working, then I am willing to re-activate my S3's number and give it another shot.

 

BUT HERE IS A WARNING: Lie to me, pawn me off, or waste my time and money again, and a line will get cut. I will keep cutting lines until I am no longer a customer. But maybe you want me to go away, and consider it an "acceptable loss." Just don't bring up uVerse or DirecTV, because I'm not a fool. If you can't handle NumberSync, then I will not put forth more money and time in exchange for additional frustration due to incompetence.

 

EDIT: My initial post got rejected for "a bad word." It wasn't even profanity.

ATTHelp

Community Support

 • 

172.4K Messages

5 y ago

Hello @DrumWild!

 

Thank you so much for reaching out to our Community Forums! I’m sorry to hear your NumberSync issue was not resolved. Let’s take a look at some additional options to get you situated today!

 

When you had re-downloaded the app onto the phone, as well as reset the watch, did you also reboot the phone to refresh the sync with the watch? Also, upon setup of Numbersync, did you sign up for AT&T Messages Backup & Sync?  This function is used to sync messages properly to the watch.

 

Please be sure to double check your software version on both the watch and phone, a recent update may be needed for Numbersync to properly function.

 

Just to double check all settings, take a look at our Numbersync Landing page. This support page is great for assisting with Numbersync setup.

 

If you are still having issues, I would like to invite you to please send us a personal message @ATTMobilityCare. Include your full name, account number, and a good contact number to reach you at.

 

We look forward to hearing from you soon!

 

Shenoah, AT&T Community Specialist

Anonymous

New Member

 • 

25.7K Messages

5 y ago

UPDATE: I called AT&T to re-activate the LTE on the Gear S3 Frontier, and they said, "You need a new SIM card for the watch." So I went to an AT&T store to get a new SIM card, but they had to give it to me and send me on my merry way because they did not want to mess with removing the band to try to open a hatch for the SIM card.

 

I get home, and there is NOTHING to open.

 

So I online to look up the specs for the Samsung Gear S3 Frontier, and IT DOES NOT USE A SIM CARD!!! IT HAS AN "ELECTRONIC SIM CARD (e-SIM)."

 

Source: http://www.gsmarena.com/samsung_gear_s3_frontier_lte-8307.php

 

IF AT&T IS GOING TO SELL A PRODUCT, THEN THEY MIGHT WANT TO KNOW WHAT THEY ARE TALKING ABOUT, OR AT LEAST KNOW SOMETHING ABOUT THE PRODUCTS THEY ARE SELLING.

 

I'm really getting sick of AT&T and their ignorance.

Anonymous

New Member

 • 

25.7K Messages

5 y ago

I'm on the phone with a guy who says the S3 Frontier IS NOT ELIGIBLE FOR USE WITH  AT&T Messages Backup & Sync.

 

You guys really don't know what you're doing, and I'm starting to lose my patience.

Anonymous

New Member

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25.7K Messages

5 y ago

THIS HAS FINALLY BEEN FIXED
For those who are unaware of the issue, the bottom line is that NumberSync was not working on AT&T between my Samsung Gear S3 Frontier smart watch and LG G5 smart phone.

 

One of the equally big issues in all of this was that I was running into a series of lies and incompetence.

 

WHO FIXED IT
Two guys in my local AT&T store.

WHAT WAS THE FIX?
The fix was to get a Samsung phone. Luckily, my girlfriend was willing to trade me her Samsung Galaxy S7 for my LG G5. Sor far, this seems to be working.

 

HOW DID THEY KNOW?
One of the guys has a Samsung Gear S2 and a non-Samsung phone, so he knows via experience. When people actually USE THEIR OWN PRODUCTS AND SERVICES, this is a practice that is known in tech as "Dog-Fooding" or "Champagning."

 

MY RECOMMENDATIONS TO AT&T
With regard to fixing the incompetence that is rampant in your organization, I would recommend the practice of Dog-Fooding/Champagning to any and every employee who sells the product or service, provides support for the product or service, or who generally deals with the public. Knowing what you're talking about is essential. When nobody knows what they're talking about, I only assume that their salary is why my bill is so high.

 

As for fixing the lies and empty promises, the people helping us customers need to be realistic and FOLLOW THROUGH. So when you promise someone that you'll text or email them a ticket number within three hours, actually do it. When you say that you'll be "calling someone back in 10-15 minutes," actually do it.

 

Also, own your promises. The person who called me back hours later, after promising minutes later, blamed the delay on her supervisors "not getting back to her fast enough." The promise of "10-15 minutes" was a promise that had me sitting by the phone, watching the clock, and not going anywhere, running errands, or taking any other calls until I got that call back. It was a waste of my day.

 

IN CLOSING, I hope that AT&T can get their act together. Your behaviors are starting to emulate that of a monopoly. Litigating against Google in Nashville to stop Google Fiber might be cheaper than innovating, but this is not a long-haul solution. Try BEING THE BEST, instead of stopping those who are striving to be the best.

 

And care about your customers, because they're the reason why you get your overly-inflated paychecks. I wouldn't let some of you bag my groceries, and you should feel embarrassed by that.

 

Best of luck.

Anonymous

New Member

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25.7K Messages

5 y ago

UPDATE: Sunday afternoon 12/18/2016, and NumberSync between my Samsung Galaxy S7 phone and Samsung Gear S3 Frontier watch has been severely lagging, and disconnecting on its own at times. I am in an area with great AT&T coverage.

NumberSync is still having issues and needs to be fixed.

Anonymous

New Member

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25.7K Messages

5 y ago

UPDATE: Tuesday 12/20/2016 - Watch indicates that NumberSync is active on S3. Website shows that NumberSync is ON. Phone is NOT showing that it is connected to watch via NumberSync. TEXTS ARE NOT BEING DELIVERED.

 

I am starting to regret re-activating the LTE service on the watch.

 

Got a survey regarding this thread, asking whether or not it was helpful. AT&T is not being very helpful overall. Would I recommend AT&T to family or friends? Why would I do something so horrible to people I care about?

Anonymous

New Member

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25.7K Messages

5 y ago

Rebooted the watch. Got a message: NUMBERSYNC WILL BE DISABLED. THE SERVICE IS CURRENTLY UNAVAILABLE.

 

Got two texts on my phone, telling me that I disabled NumberSync, when I did not.

 

Website shows that NumberSync is ON.

 

WHEN WILL AT&T GET THEIR ACT TOGETHER?

GLIMMERMAN76

ACE - Expert

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22.4K Messages

5 y ago


@DrumWild wrote:

Rebooted the watch. Got a message: NUMBERSYNC WILL BE DISABLED. THE SERVICE IS CURRENTLY UNAVAILABLE.

 

Got two texts on my phone, telling me that I disabled NumberSync, when I did not.

 

Website shows that NumberSync is ON.

 

WHEN WILL AT&T GET THEIR ACT TOGETHER?


@Anonymous

 

numbersync has not worked since it was introduced.  It eats the battery of the watch.  I use my lg urbane 2 lte in standalone mode and forward calls and texts from my phone to the watch that way.

Anonymous

New Member

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25.7K Messages

5 y ago

"numbersync has not worked since it was introduced.  It eats the battery of the watch.  I use my lg urbane 2 lte in standalone mode and forward calls and texts from my phone to the watch that way."

 

This might be the only solution to AT&T's lies and empty promises. They've not been very helpful.

 

I have figured out how to forward calls, but see no way to forward texts from the S7. Any pointers?

GLIMMERMAN76

ACE - Expert

 • 

22.4K Messages

5 y ago


@DrumWild wrote:

"numbersync has not worked since it was introduced.  It eats the battery of the watch.  I use my lg urbane 2 lte in standalone mode and forward calls and texts from my phone to the watch that way."

 

This might be the only solution to AT&T's lies and empty promises. They've not been very helpful.

 

I have figured out how to forward calls, but see no way to forward texts from the S7. Any pointers?


@Anonymous

 

play store.... There are plenty of free apps that will forward your text messages.

Anonymous

New Member

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25.7K Messages

5 y ago

I'll check out those apps, thanks.

 

I guess AT&T saw me coming from a mile away, and they got my money. Oh well. They won't be getting more, as I'll be looking for alternatives to AT&T for my future needs. Thanks again.

GLIMMERMAN76

ACE - Expert

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22.4K Messages

5 y ago

@Anonymous

 

the gear s3 is a nice watch without numbersync.  

Anonymous

New Member

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25.7K Messages

5 y ago

the gear s3 is a nice watch without numbersync.

 

This is very true; however, I hate that I paid extra for the LTE version. That's where AT&T is ripping of me and other customers.

 

I'm done with AT&T, and will be moving on after finding a replacement.

 

Thank you for your help.

Anonymous

New Member

 • 

25.7K Messages

5 y ago

UPDATE: Tried using this as as Bluetooth-only device, and even that won't work. Went to my local store to deal with it, and they pawned me off to another 800 number.

 

I truly regret having ever become an AT&T customer.

Anonymous

New Member

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25.7K Messages

5 y ago

UPDATE: AT&T passed me off to Samsung.

 

Do not do business with AT&T.

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