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martinwalden's profile

Contributor

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3 Messages

Thursday, May 9th, 2019 2:40 PM

My smartphone won't access to ATT.mx. can't even call any toll free numbers or even 611 ATT.

My smartphone won't access to ATT.mx.  can't even call any toll free numbers or even 611 ATT. Using new iPhone X-r. However, my ancient iPhone 6 had no problem and could access at least half a dozen carriers in my area via "Carriers" on settings feature of iPhone 6. Now no such possibility on iPhone X-r or on Huawei A20 pro.

Community Support

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230.7K Messages

5 years ago

Hi @martinwalden,

 

Thank you for reaching out to us today. We'll be happy to assist. Are you currently in the US? Is this regarding AT&T Mexico service?

 

Darais, AT&T Community Specialist

Contributor

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3 Messages

5 years ago

Yes, I'm in Rosarito Beach just fifteen miles south of the California border. I have spent five plus hours on the phone with AT&T and three trips to an AT&T store in San Diego and approximately two hours there trying to resolve this issue. Latest was a new SIM card which didn't work when I crossed into Mexico and lost AT&T.US service. I need to connect to the AT&T.mx carrier. My old iPhone 6 had the capacity to select a carrier in Mexico. This option is NOT available on the iPhone X-r. AT&T.mx will connect to toll free numbers. I have three phones -- two iPhone X-r and a Huawei A20 pro. For some reason one of the iPhone X-r's will not connect to AT&T.mx. With the new SIM card it did, however, change from Mexican carrier Telcel to Moviestar.
It is shocking that my five year old iPhone 6 had the feature to select carriers whereas this is not possible with an iPhone X-r.
Martin L. Walden

Community Support

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230.7K Messages

5 years ago

We appreciate your feedback @martinwalden!

 

To gain more clarity about your cellular connectivity inquiry, are your currently using an AT&T Prepaid or Postpaid wireless service? Are you using a mobile plan that includes talk,text, and data for U.S, Mexico and Canada? Have you checked to make sure your cellphone is updated with the latest software, including updating the carrier settings on the iPhone?

 

We recommend utilizing our Device Troubleshoot & Resolve Tool/ iPhone XR by selecting SIM Card located in the Device/Software Issues section, or select another mobile device issue for further resolution.

 

We hope this is helpful, and have a good afternoon!

 

Dwight, AT&T Community Specialist

Contributor

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3 Messages

5 years ago

Answers in red.
To gain more clarity about your cellular connectivity inquiry, are your currently using an AT&T Prepaid or Postpaid wireless service? Postpaid. Are you using a mobile plan that includes talk,text, and data for U.S, Mexico and Canada? Yes. Have you checked to make sure your cellphone is updated with the latest software, including updating the carrier settings on the iPhone? Yes.

I have two identical iPhone X-r phones (for wife and I) purchased at the same time. In Mexico mine connects to carrier AT&T.mx and has no problem connecting to toll-free numbers. Whereas, my wives IPhone X-r will only connect to carrier Telcel and then when switching out SIM card at AT&Ts suggested the new SIM card switched to carrier Moviestar. Neither of these will connect to toll free numbers. Apparently AT&T.mx is the only carrier that will work in Mexico. On my old iPhone 6 a list of possible carriers in Mexico would show up. No such possibility shows up on my newer (an much more expensive iPhone X-r).


Community Support

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230.7K Messages

5 years ago

Hello @martinwalden

We would like to continue the conversation in private so we are sending a personal message (PM). Please reply to the PM from ATTCares located in your Forums inbox to get started. Thank you Martin!

Kenneth, AT&T Community Specialist

New Member

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1 Message

4 years ago

Were you able to find a solution? I am currently experiencing the same problem.. countless hours on the phone with customer service and still the same problem. 

6 Messages

1 month ago

Our service is not working in Mexico, whats going on?

6 Messages

1 month ago

Also cannot receive phone calls

Community Support

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230.7K Messages

1 month ago

Hi @arley1968,

We understand that you are not able to access our service, and we aim to make this right. Could you please tell us your concern in detail to assist you in a better way?
 

Thank you for visiting Community and Forums,

Billy, AT&T Community Specialist.

 

6 Messages

1 month ago

Its pretty simple, if the phone connects to a Telcel network, the Data is limited to 30kbs and not higher, if im tethered on this network any device is limited to 30kbs, which is simular to a 15 k modem back in the middle 90s,  now im unable to contact your service help at 611 for support it goes right to telcels cannot complete the call in Spanish, i cannot call out and my calls coming in are going to my VM, , im using ATT US prepaid 65 MAX plan. unlimited. Are you guys not doing business with Telcel? 

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