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llEulogyll's profile

Contributor

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1 Message

Wed, Jul 6, 2016 11:56 PM

Carrier 24.2 update causing connection issues

Ever since I updated my iPhone 6s plus to carrier update 24.2 my connection has been awful.  I have received texts hours late sometimes not until I reboot my phone.  Streaming my radio app constantly pauses and buffers now when it wasn't a problem before.  I contacted ATT chat support and did an iPhone restore which didn't help at all.  I really hope they come out with a fix for this.  It is extremely frustrating.

ATTHelp

Community Support

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200.4K Messages

6年前

Greetings @IIEulogyII!

 

My apologies for the connectivity issues! I know how important reliable connection is to any wireless experience!

 

We have had a large volume of reports since the last iPhone carrier update of this issue. We definitely want to keep on top of this, so we get a fix out to you ASAP.

 

Some iPhone users have found the helpful steps in this article by Apple have alleviated the issue:

 

https://support.apple.com/en-us/HT201415

 

When you contacted chat support, did they file any investigations for you?

 

Let us know if they haven’t, as we want to make sure we get as many affected examples as possible. This will speed up our ability to identify and resolve the core problem.

 

I appreciate you bringing this forward. Please have an excellent day!

 

LaKesiha R. Community Specialist.

Contributor

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1 Message

6年前

I am extremely upset with this update as well. Ever since I got it no videos seem to load on my phone and I have terrible service, only one bar the majority of the time. Really frustrated with this update. Please tell me how to fix these issues, I have tried what seems to be about everything and nothing works.
ATTHelp

Community Support

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200.4K Messages

6年前

Greetings @IIEulogyII!

 

My apologies for the connectivity issues! I know how important reliable connection is to any wireless experience!

 

We have had a large volume of reports since the last iPhone carrier update of this issue. We definitely want to keep on top of this, so we get a fix out to you ASAP.

 

Some iPhone users have found the helpful steps in this article by Apple have alleviated the issue:

 

https://support.apple.com/en-us/HT201415

 

When you contacted chat support, did they file any investigations for you?

 

Let us know if they haven’t, as we want to make sure we get as many affected examples as possible. This will speed up our ability to identify and resolve the core problem.

 

I appreciate you bringing this forward. Please have an excellent day!

JhanetN Community Specialist

Contributor

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3 Messages

6年前

Bad carrier settings 24.2 update. I am having the exact same issue. I have done everything that at&t has asked to try and fix the issue. They even went as far as trying to tell me i should go through my apple care and see if i can get a new phone through apple, when it was an at&t mess up. After knowing full well this issue is all due to this bad carrier settings update. Im upset my service is horrible. I only got 25$ off one month bill, when my bill is 150$ every month. This update came in january and its now august. When is this getting fixed. Horrible help at&t with helping long time customers. Cant even throw me a mobile wifi hotspo till this gets fixed. Sad.

Contributor

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2 Messages

6年前

Update 24.2 It has rendered my iPhone 6s and my other 2 iPhone 5s weak really weak signals , I use to get 4 bars at home now I get 1 and 2 bars and all around the county it is weaker signals in many areas !! Has at@t cut the power output on their transmitting towers ?? Or is this update a big big mistake ? That really needs to be addressed!! Thank you John

Contributor

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1 Message

6年前

I have tried EVERYTHING in that posted Apple article -- nothing solves this problem.  I even went so far as wiping the phone and restoring from a backup -- NOTHING.  When will this be resolved??

Tutor

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5 Messages

6年前

Same issue here in Central Michigan (Saginaw, Bay City, Midland) area. Early July Carrier Settings update to 24.2 has KILLED out AT&T service. Voicemails come in without the phones ringing. LTE service is very weak, and drops to 4G before eventually going to "No Service". Toggling the cellular service on/off (such as using Airplane Mode) will restore LTE coverage again, temporarily. It also seems as though keeping the LTE data connection "alive" (such as when streaming Pandora) will prevent the drop to 4G and the "No Service" issue. We have been advised that we should dig out our old Microcell and put that back into service to help while we are at home. We haven't needed the old Microcell in 2+ years (ever since all the new LTE towers were turned on in our area!). I've been through *hours* of troubleshooting with AT&T. They have opened two different "Urgent Priority" cases with the Advanced Tech Support group and the Networking group. The first case has been "urgently" waiting since early August. It is still unresolved. Now we are being forced to shop for a new carrier for all 5 of our lines. I do not wish to spend nearly $1700 on five new phones, but we simply can't be without reliable communication. We've been loyal AT&T customers for nearly 10 years, and have always been treated well by AT&T customer service. This time, we're getting nowhere with AT&T...and are wasting our $175+ each month on service that doesn't work.

ACE - Sage

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100.3K Messages

6年前

@77Bandit

You shouldn't have to, its horribly expensive to switch. 

 

Have you followed the suggestions from Apple?  Including new SIM cards?

 

If the solutions above from Apple don't fix your phone, I would suggest backup, factory reset and restore.  

If that fails, you are eligible for warranty replacement from Apple.  (Apple handles all warranty directly)

 

 

 

Tutor

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5 Messages

6年前

Hi Lizdance40, Yes, I have followed Apple's guides for resetting network connections, etc. AT&T Advanced Tech Support overnighted us two new SIM cards, with no impact. I've done a full factory restore on my iPhone, with no impact. I refuse to do a restore on my wife's iPhone since it had no impact on my service. The last time I spoke with AT&T tech support, they told me they showed my area as a 'poor or limited service area'. We have had great LTE service (3-4 bars) since around March 2014. Then the Carrier Sertings Update hit in July 2016, and everything fell apart. It's frustrating.

Tutor

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5 Messages

6年前

@lizdance40, I want to also mention this impacted my wife's iPhone 5S, my new iPhone SE, and also my wife's iPhone 6 (work phone, separate line on a large corporate account).  I cannot perform any resets or obtain any warranty support for the corporate iPhone 6.  There is also no warranty remaining for my wife's personal iPhone 5S.  My iPhone SE should still have some warranty, but I can't see how we would suddenly need warranty replacement phones for all three of those iPhones?  Can you help me understand how all three could suddenly fail?  I'd like to understand that better.  Thank you for your responses. 

ACE - Sage

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100.3K Messages

6年前

About 50 % of ATT phones are iphones of varied ages from 4 up to 7.  These few complaints over more than a month of time are all there is.  

I would expect a massive number of complaints if it were carrier related.  

 

We get tons of complaints over a localized outage of just a few hundred thousand customers.  If a few million iPhones stopped working, there would be riots and villagers with pitch forks.  

 

I will keep a look out, but I suggest you get new SIM cards and / or factory reset all phones.

 

 

BTW We had an incident of dropped calls and poor reception.  We notified ATT and added "mark the spot"  app to phones to report the area of poor service.  We went to Verizon to switch our service (short story, they were not getting our business).  Within that week or two, the area that had dropped calls was back to providing service.  

 

Since all of your phones are a problem, may be you need to report the service area, and it isn't the phones at all.  

 

 

Tutor

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5 Messages

6年前

@lizdance40 I dont' disagree that there would be peeps in the streets with pitchforks...but if you search the forums about issues related to the Carrier Settings Update, there are plenty.  And, in my experience, our phones work fine when we're in an area with strong LTE service.  So, where the vast majority of AT&T's iPhones are located may be in larger cities, where the LTE signal is strong.  Around where I live, it's primarily country.  Now that our signal has been reduced (arguably by a change to the Carrier Settings, but that's up for debate I suppose), we experience the issues switching from LTE to 4G.  

 

As I stated before, we received brand-new SIM cards directly from AT&T Advanced Tech Support, who sent them to us overnight.  They made no difference.  Are you suggesting that we get different SIM cards again?  This seems like we're simply chasing our own tails here, and getting nowhere.  

ACE - Sage

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100.3K Messages

6年前

I don't think a new round of SIM cards will help, you tried that.  You did factory resets.  

Everyone download the "mark the spot"  app and make a point to map areas with no service.

Pester tech support with results.  It got results in my area, fingers crossed for you.

 

And start shopping carriers.  I am a firm believer in getting what you pay for, sometimes a carrier doesn't fix things till it costs them customers.  Not a pitchfork, but it's something.

 

I've seen dozens of iPhone 7 reception complaints on Verizon, a few on ATT.  But not carrier update related.  

 

 

Tutor

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5 Messages

6年前

Yep, that's where we are too... Pestering Tech support, trying to re-activate an old white Microcell (for my wife's 5S), turning on WIFI-C for my iPhone SE and her work iPhone 6. And, unfortunately, shopping for a new carrier. Verizon is very strong in our area, and we can see their tower just about a mile from home. I hate to go back to them after how we were treated back in the early 2000s, but the quality of our AT&T service has driven us to that decision point. We've had nothing but *good* experiences with AT&T customer service for the past ten years. I will miss that...
ATTHelp

Community Support

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200.4K Messages

6年前

Hi @77Bandit!

 

I’m sorry to hear you’re still having issues with service after replacing your SIM cards and I know how frustrating not getting service can be. We’ll be happy to help look into this!

 

Please send a message to @ATTMobilityCare and include your first and last name, a good contact number and the best time of the day to reach you.

 

We look forward to hearing from you!

 

Tim, AT&T Community Specialist

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