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New Member

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10 Messages

Wednesday, July 20th, 2022 1:47 AM

LG V20 H910 update to Android 8.0 Any solutions?

I own a LGV20 H910 phone. It has Android 8.0 version, and it works fine on the AT&T network here in Texas, but it has a broken screen. So I bought an exact replacement, knowing it would work because it says so on the AT&T website. However, after inserting my SIM card it didn't work - would not place or receive calls, though texting and email, etc. (on wi-fi) works just fine. 


I took the phone to the AT&T Store, and the they couldn't help me. Said they couldn't understand why my original phone still worked! 

I discovered that the new phone only has Android 7.0. Attempts to update the Android version from the phone itself does not work. The phone claims it is up-to-date.

When I called Tech support (not local store), he said he could help me. He sent me a text with an att URL that redirected to the Play Store. But I got the message to "Try again," nothing more. In fact it locked the Play Store so I couldn't do anything else. They rep told me my Play Store was corrupted, and I needed to do a factory reset. I said, "No way," since I invested to much time into setting up the phone to my preferences. I said if I could find where the Play Store stored its info on my phone, it would work again. He was too ignorant to help me. 

Then he told me to reset the phone to the factory version, claiming it would automatically update to Android 8.0. but I didn't trust him. I seriously doubt that a factory reset will update the phone to Android 8.0, in spite of his assurance. (Words are cheap. If I lose all my work, it won't affect him.)

By the way, an easy way to fix the Play Store problem was to "Disable" the app, then enable it again. That erased the cache. So the tech support guy in India knows no more than I do. He was guessing, throwing non-solutions at me to try to see what might work ... 


I need a way to update to Android 8.0 without a factory reset because the phone is still fine for my purposes.

Does anybody have experience with this?

Accepted Solution

Official Solution

GLIMMERMAN76

ACE - Expert

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23.5K Messages

7 months ago

ATT may not even have those updates on its servers anymore since LG just quit the Mobile phone business.  You may be stuck with a brick.

New Member

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10 Messages

7 months ago

By the way, the instructions  at
https://www.att.com/device-support/article/wireless/KM1171033/LG/LGH910

on this forum don't work. 

joeldf

ACE - Guru

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896 Messages

7 months ago

@inge12 

First of all, where did you get this replacement phone?  If it is, in fact, the exact same phone - model number and all - then it should work.  About the only thing I can think of that might prevent it from working is if the IMEI of the phone was reported as stolen or lost.  If the IMEI is blacklisted, then that could stop if from registering the SIM on the network.

But I'm not all that knowledgeable on that side of things.  Someone else may know more.  @formerlyknownas @GLIMMERMAN76 @Constructive ?

If the IMEI isn't the problem, then a factory reset just might be the only thing you can try.  That not really that big of a deal.  Did the phone make you create or sign into an existing Google account when you first turned it on?

Android 7 is what that phone originally launched with.  It has been updated by LG up to Android 9, but AT&T never provided that last version update.  They stopped at Android 8.

ACE - Sage

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104.2K Messages

7 months ago

All this 👆

But if possible, return the phone.  LG is out if the mobile business.  I'm sure you got a good deal on the phone because people can't give those LG phones away anymore because they're unsupported.

Get a more current device. And make sure you check the imei

https://www.att.com/buy/byod/identify?devicetype=phone

ATTHelp

Community Support

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207.7K Messages

7 months ago

Hello @inge12, we can shed some light on how to update the software on your LG V20 H910. 

First we would like to ask the same question as @joeldf, where did you purchase the replacement device? The devices listed to still work are devices purchased directly from AT&T.  AT&T cannot guarantee the capabilities or performance of any individual device that was not purchased directly from AT&T or an authorized retailer of AT&T.

If you purchased the device from us be sure that you are following these steps for the Software update for the LG V20 (H910):

  • Make sure your device is fully charged and connected to Wi-Fi.
  • Swipe down from the Notification bar, and tap the Settings icon.
  • Tap the General tab.
  • Scroll to and tap About phone.
  • Tap Software Update, then Update now.
  • Follow the on-screen prompts to download and install the update.
  • The device automatically restarts once the new software successfully installs.     

Please visit our Troubleshoot & Resolve Tool to fix software update issues.


Let us know if this helps. 

 

Crystal, AT&T Community Specialist


 

 

New Member

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10 Messages

7 months ago

Thanks for the response. The pone is fine.  I got it as a brand-new phone in original packaging from a popular and highly rated eBay seller, as I did the previous phone that still works. It is, however, possible, that the previous phone was listed as an ATT phone and the current non-working phone is an "unlocked" phone. 

However, the LG V20 H910 is specifically listed as compatible with ATT *after* the switch to G4 and it is NOT marked with **two asterisks to indicate that only "ATT version and authorized open market version" is compatible. (See https://www.att.com/idpassets/images/support/pdf/Devices-Working-on-ATT-Network.pdf) Based on that document, ATT should ensure that the phone is updated to Android 8.00 so that it works on the ATT network. I bought the phone with the understanding that it is compatible. 

But I'd be just as happy to get an update from LG directly. 

I'm actually quite happy with the model and would like to find a solution before my return window closes. 

(edited)

New Member

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10 Messages

7 months ago

I checked out https://www.att.com/buy/byod/identify?devicetype=phone, and the script identified my phone and promised to send me a SIM card to activate. 

Does this mean that once I insert the new ATT SIM, it will update at least to Android 8.0??

I assumed just putting the current SIM in the new phone would work, as it has before. (I've switched back and forth between phones.)

ATTHelp

Community Support

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207.7K Messages

7 months ago

Hello @inge12, thank you for that information. 

We're glad to hear you have a new SIM card on the way! We hope you're able to do the software update when you receive it. 

Let us know if you have further questions, and thank you for reaching out to the AT&T Community. 

Crystal, AT&T Community Specialist 

New Member

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10 Messages

7 months ago

Since I can't be sure that a new SIM card will update the phone to 8.0, the only info I can find for getting Android 8.0 on the LG is to root the phone first. 

I think I need to return the phone before the return window is closed. 

Thank you all for your input! 

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