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New Member

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40 Messages

Mon, Dec 20, 2021 6:32 PM

4G S8 to be disconnected with 3G shutdown - here is what you can do

If you own a Samsung S8 starting with model number G955U or G950U, and you have received a text/letter from AT&T saying they will disconnect you in February for using a 3G phone, take note.

FIRST: Your phone is 4G and should is supported. Samsung has confirmed this for me and showed me an AT&T web page that doubly confirms it (see https://www.att.com/device-support/article/wireless/KM1273778/Samsung/SamsungG955U/).

SECOND: AT&T is ignoring complaints about unilaterally disconnecting 4G phones under the guise of dropping 3G service. Some are speculating that AT&T is railroading you into upgrading your phone when it is not necessary.

THIRD: You should make your concerns heard by the following interested parties:

SAMSUNG: They should be concerned that AT&T is misinforming customers about Samsung product capabilities. Here is a shortcut to voicing your concern https://www.samsung.com/us/support/contact/?model=N0022597&topic=SYM0000442

FTC: Since AT&T is providing customers fraudulent information, telling the Federal Trade Commission about it will get a response. Visit https://reportfraud.ftc.gov/#/form/main?pid=B

FCC: Since AT&T rents the public airwaves, and since the FCC has many consumer protection rules, they too should be made aware at https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744

Be sure to note that (a) you have a 4G phone, (b) AT&T is incorrectly identifying it as 3G and (c) is preparing to kill your service in February (and maybe scaring you into upgrading).

New Member

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40 Messages

Il y a 10 m

Thanks OttoPylot. Let's assume for the moment that (a) Samsung knew about the need in advance and (b) my fully patched phone has the fix.

a) How is/can AT&T verify the readiness?

b) How can end users validate the software fix is in place?

JefferMC

ACE - Expert

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29.9K Messages

Il y a 10 m

Ah, they did just add the S8 to the unbranded list.  Dang me for not paying attention to what they changed.

So... yeah, if your model is one of those, and you have the "latest" update, Lars has some 'splainin' to do.

New Member

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40 Messages

Il y a 10 m

Thanks JefferMC.

By "add the S8 to the unbranded list" do you mean to the whitelist? If so, I agree that AT&T is having a corporate stroke and is mumbling incoherently. 

OttoPylot

ACE - Expert

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18.9K Messages

Il y a 10 m

@guyshomenet2 Unfortunately those questions I can't answer but I know there is someone here who can.

ACE - Sage

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100.4K Messages

Il y a 10 m

@guyshomenet2

If you are like myself, who purchases brand new unlocked phones and moves my SIM card and my data myself from phone to phone, the likelihood that my SIM card is the problem is pretty high when it comes to this particular problem. How old is your sim card? If you have had this phone and the SIM card since the S8 first came out that is very likely to be the problem.

https://www.att.com/support/article/wireless/KM1062165/

Please note I did not say that the phone in question had to be the AT&T branded phone, I did say it should boot with the AT&T boot screen. The unlocked S8 and S9 came with the four primary carriers software built-in. That means that changing from AT&T to Verizon to T-Mobile to Sprint would allow the phone to convert software to that carriers software for full compatibility. 

JefferMC

ACE - Expert

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29.9K Messages

Il y a 10 m

The two lists have been updated about every two or three months since January.  On the version of the unlocked list from October, the S9 was there, the S8 was not.  In the current, 15 Dec, version of the unlocked list, the S8 and S8+ are now there.  Again, 6 days ago, prior to 14 Dec, they were not on the unlocked device list.  Now they are.

Fl_retire

ACE - Professor

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2.6K Messages

Il y a 10 m

@guyshomenet2  Do not know if this pertains to your phone or not.  Article on Galaxy S8 pertaining to HD voice and VoLTE for Verizon but instructions should be the same for any S8. Take a look at your settings. 

Read in another thread that replacing SIM card resolved problem as card was old and not provisioned for HD and VoLTE  

https://www.verizon.com/support/knowledge-base-211120/

New Member

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40 Messages

Il y a 10 m

Thanks formerly ...

The SIM is likely five years old. I hesitate making a special trip to AT&T to upgrade the SIM only to discover that AT&T and Samsung never bothered to engineer the software fix for HD Voice (still hoping there is a way to know if such a patch was made and installed).

ATTHelp

Community Support

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200.7K Messages

Il y a 10 m

Thank you for providing that clarification on your phone, @guyshomenet2!

 

Since your phone is listed among those that are compatible to work on our network then there is no need to upgrade the device or SIM card, if you have a compatible SIM card.

 

We invite you to visit your nearest AT&T Store to obtain a replacement SIM. It is likely that the list was recently updated to include some devices and your exact make and model was added.

 

If you haven't already, you may need to perform a software update to enable HD Voice, Wi-Fi Calling, Video Call, Advanced Messaging or 5G services. To get started, visit our Device Support center and select your device's make and model.

 

Afterwards, choose System followed by Software Version to determine your current device software version and check for updates.

 

We hope this info helps. Enjoy the rest of your day!

 

Lar, AT&T Community Specialist

New Member

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40 Messages

Il y a 10 m

ATTHelp, this is incomplete and unHELPful.

AT&T is sending me letters saying I WILL be unplugged. Assurances that the " phone is listed" appear to be incomplete. As the other threads show, this may be an unbranded phone issue and I think your whitelist is branded phones only.

I need AT&T engineering to confirm that the unbranded G950U1:

  • Has has the software patch created to support HD Voice
  • Show me how to confirm it has been installed on my handset
  • A solemn promise not to disconnect me in February (so that I can help my Alzheimer's stricken mother)

ATTHelp

Community Support

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200.7K Messages

Il y a 10 m

Thanks for your response and we can certainly understand your frustrations, @guyshomenet2.

 

You'll need to make sure that your device is updated to the latest software version, which is Android 9.0. Please be advised:

  • Make sure you're in the U.S. and on our wireless network.
  • You must connect your device to Wi-Fi to download the update.
  • Although there shouldn't be impacts to settings or data, we recommend backing up your media files to an SD card, a computer, or using a favorite application, before upgrading the software.

To process your software update, do the following:

  1. Make sure your device is fully charged and connected to Wi-Fi.
  2. Swipe down from the Notification bar and tap Settings.
  3. Scroll to and tap System, then Software update.
  4. Tap Check for updates.
  5. Follow the on-screen prompts to download and install the update.

To confirm, that your device has been updated you'll need to:

 

  • Swipe down from the Notification bar and tap Settings.
  • Scroll to and tap About phone, then Software information. If the Android and Baseband versions don't match the current update; perform additional updates until they do.

Also, you'll need to proceed with replacing your SIM card as well, as Lar stated. This will confirm if it's a concern with your SIM or not. Feel free to let us know and keep us updated!

 

Lynn, AT&T Community Specialist

 

 

New Member

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40 Messages

Il y a 10 m

I'm beginning to think that ATTHelp is an oxymoron. 

Stated previously, phone is constantly updated. Android 9, yes. But this does NOT confirm if AT&T and Samsung developed and distributed the patch to support HD Voice on 4G.

So, ATT "Help", bring your engineering team into this conversation as you are not providing the level of support required.

ATTHelp

Community Support

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200.7K Messages

Il y a 10 m

Thanks for letting us know, @guyshomenet2.

 

Since you've revealed that your device is a G950U1 model, you'll need to review our updated list of devices that'll work on our network after the 3G shutdown. We've confirmed that the non AT&T branded version is not eligible for use, and you'll need to upgrade your device as stated in the letter you received.

 

We do apologize for this inconvenience to you and let us know if you have any further questions or concerns. 

 

Lynn, AT&T Community Specialist

GLIMMERMAN76

ACE - Expert

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23.4K Messages

Il y a 10 m

Well now that I got to the end I was going to ask if the phone was a 950U1 but it finally got brought up.  The * is not a wild card its about the update needed from other carriers.

New Member

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40 Messages

Il y a 10 m

ATTHelp, the model number is not listed on the document you provided. Am I to take this as a final declaration that the unbranded G950U1 will not be supported, despite Samsung saying it is fully 4G compatible? If so, I'll report such to Samsung who has a vested interest in the brand-destroying decision.

Also, suggesting I wait until 3G is dead and then check a compatibility list is silly.

WHAT I NEED FROM AT&T is a definitive/blunt declaration that the G950U1 cannot be supported on the 4G network (not a series of half statements such as AT&T have delivered thus far).

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