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The Samsung Galaxy S24
westc211's profile

Tutor

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6 Messages

Tuesday, July 19th, 2016 7:42 PM

Galaxy S6 data connection off and on once switching to unlimited plan.

Ok so I was on the family shared data plan 30GB for over a year with this same phone.  I got it in May 2015.  I never had any unusual data conneciton problems.

 

Fast forward to about a month or so ago...my father calls At&t and combines our Directv bill with At&T and switches to the family unlimited data plan.

 

Ever since the plan was changed, my data connection will be completely non-existant for long periods of time, and then suddenly it will come back for a little while.  I have the same exact usage patterns I had the previous year.  I've even been in the same exact location as my brother, who's also on our plan, but with an Iphone, and he's had perfect reception.  It's not a slow connection, it's either a decent speed smooth connection or nothing at all.  Many times it will immediately say "no service" when I try to do something and texts will fail to send.

 

Has anyone heard of this happening?  Could it be some sort of phone registration error on At&t's part?  Is there anything I could do to figure out if some piece of hardware in the phone suddenly went bad at the exact time our plan was changed?

 

I've contacted At&t twice through the live chat and they've spent a long time going through their troublshooting lists trying to find the problem...and seem to ignore the fact that I keep telling them the problem started exactly when our plan was changed.  The network always turns out to be fine.  Then they basically just say it must be my phone that's broken and try to get me to buy a new phone from them on contract. 

Community Support

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231.4K Messages

8 years ago

Hey there @westc211!

 

 

My apologies for the trouble you’ve been having with your service connection! I would agree that the timing on this issues emergence is quite suspicious.

 

It very well could be the result of a provisioning issue on the back end, however if you’ve spoken with our tech reps over chat then they should have been able to identify this rather quickly.

 

These errors are usually the result of an incorrect device change, rather than a plan change as well, as a plan change provisioning error would most likely cut off the data completely instead of intermittently.

 

If you’ve tried all of our troubleshooting in chat. Then I would suggest trying to swap the SIM card out for a new one. As old or misaligned SIM cards can and do generate the symptoms you’ve described.

 

You can travel to any AT&T Company store to have it replaced for free. Alternatively you can try some SIM card troubleshooting on our cool online tool!

 

I hope that’s helpful, feel free to post any update or further questions, we’re happy to have you here in the Forums!

 

DiegoR Community Specialist

Tutor

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6 Messages

8 years ago

Thank you for the reply!  Yeah I haven't tried messing with the SIM card yet.  I'll take it up to the At&t store and get it replaced to see if that fixes the issue.

 

 

Tutor

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6 Messages

8 years ago

Ok so I went up there and they said that since I had my phone for longer than a year they can't do anything....so I drove up there for nothing.  My 3 options seem to be.

 

-Keep my current phone/plan with terrible service that only works half the time.

-Buy a new phone with At&t and hope it works. (not gonna happen)

-Cancel my service with At&t, unlock my phone, and switch to another carrier..

 

At&t doesn't WANT to look at my phone to try to fix it.  They want me to buy a new phone.  So unless there's a 4th option I don't know about.  I'm switching as soon as the last bill payment goes through within the next day. 

 

If I switch providers and find that I'm having the same problems, I'll know it was an issue with my phone...which is something At&t isn't even willing to find out for me.

 

I paid $900 for this phone and it conveniently stops working after 13 months....when the warrenty runs out.

ACE - Sage

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117.1K Messages

8 years ago

You were supposed to ask for a new SIM card.  Did you?

 

of course ATT isn't going to replace the phone.  There is no reason it would need to be replaced after a plan change.  However SIM card problems after a change in plan do happen.

 

 

 

 

Master

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3.5K Messages

8 years ago

Yeah, I wondered too, about what @lizdance40 is asking.

Sometimes SIM cards just seem to malfunction too, for whatever reason, maybe their circuitry isn't all that robust, who knows.

I've fixed connection problems similar to yours, a couple of times, by just getting a new SIM from the store.  They've always been ultra-willing to set me up with a new SIM, when I drop in, free and fast...

Tutor

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6 Messages

8 years ago

I went in there and said I'm having major connection issues and said I was told it might be a SIM card issue.  He asked me how long I've had the phone or if I had insurance on it.  I said I don't have insurance and I've had for over a year.  He said they couldn't really do anything about it then.

 

Maybe this was a new guy?  He left me with the impression that I was just sore out of luck....I thought it was pretty strange to just turn away a customer like that...

 

And yes of course I wouldn't expect them to replace the phone, haha.  I simply want to figure out what's wrong with it.

 

Since you're all saying that they SHOULD replace the SIM card quick and easily like that I'm going back up there now.

 

Thank you all for your replies!

 

 

Community Support

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231.4K Messages

8 years ago

Hey there @westc211!

 

 

My apologies for the trouble you’ve been having with your service connection! I would agree that the timing on this issues emergence is quite suspicious.

 

It very well could be the result of a provisioning issue on the back end, however if you’ve spoken with our tech reps over chat then they should have been able to identify this rather quickly.

 

These errors are usually the result of an incorrect device change, rather than a plan change as well, as a plan change provisioning error would most likely cut off the data completely instead of intermittently.

 

If you’ve tried all of our troubleshooting in chat. Then I would suggest trying to swap the SIM card out for a new one. As old or misaligned SIM cards can and do generate the symptoms you’ve described.

 

You can travel to any AT&T Company store to have it replaced for free. Alternatively you can try some SIM card troubleshooting on our cool online tool!

 

I hope that’s helpful, feel free to post any update or further questions, we’re happy to have you here in the Forums!

 

-CameronM Community Specialist

ACE - Sage

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117.1K Messages

8 years ago

(Sigh)  

I know you guys have cue cards.  But sometimes it would be easier to read if you cut to the chase on a second response. 

 

 

Tutor

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6 Messages

8 years ago

Another update:  Went back and walked into the main store saying I needed a SIM card replacement. 

 

Semi non-relevant rant paragraph:

(They sent me next door to the device help center where I waited a good 30-40 minutes.  I told them I needed a SIM card swap...the lady then sent me back over to the main store and asked if they could swap the SIM card for me...the 4 or 5 guys (who were standing around doing nothing), reluctantly agreed and I sat at a table with one of them and it was changed in a few minutes.  I mean, I understand they all hate their jobs because of the type of people they have to deal with all day, but do they really have to act that way towards everyone else?  Basically a "not my problem!" attitude.  I'm refering to the guys in the actual store, not the device help center)

 

It was working when I left the store, but then I completely lost service a few minutes later..so I went on the troubleshooting page (from a work computer) again and got the point where it refreshes your connection to the network. 

 

So far I've maintained connection but I'm not very confident it will stay this way.

 

 

Master

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3.5K Messages

8 years ago

Weird, I've never had this experience with gettting a SIM, I'm usually in/out in 5 minutes, tops.
I've probably gotten lucky though, and I do try to go at non-peak hours, like 3 in the afternoon or similar, when those 4-5 people are standing around...

I bet it varies from store-store too, if one manager isn't big on replacing SIM cards (I'm not saying this exists, just that it could), then he/she would probably impart that on their employees.


Good to hear you got the new SIM, bad that it disconnected, but good that the page managed to reset (something), hopefully it'll stay connected.  I'm with you, on the "staying connected".


I'd install one of the many LTE signal apps, like this one:

https://play.google.com/store/apps/details?id=com.wilysis.cellinfolite&hl=en

and maybe a secondary one, and then fire them both up, if you lose connection again, you might get some "interesting" data...

 

*If this (or another post in this thread) fixes your problem/issue, please mark it as solved, and I'll tag it, to make it easier for others to find the answer(s). Thanks.

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