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balst01
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The 5th element!
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Teacher

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73 Messages

Sat, Apr 9, 2022 4:45 PM

Cannot Make or receive calls on non AT&T 4G phone. 3G sunset is to blame.

Re-posting this since the other threads all have "Accepted solutions". In my opinion "buy a new phone" is not an acceptable solution, and I will not be marking it as such. AT&T need to fix this issue.

About 2 days ago, my phone stopped working for any voice calls. I have a Galaxy S10+ and I just upgraded to One UI 4.1, and I think this may have been the start of the issue. If you have a non-AT&T Galaxy, don't take the upgrade, it will kill your ability to make phone calls.

To help others out, so far, I have tried the following and it *DOES NOT* fix the issue:

  • Restart the phone (several time). Of course this was never going to fix it
  • Call AT&T support and ask them to reset my wireless service, no help
  • Went in to the AT&T store and asked them to replace my SIM with a new one. Makes no difference at all
  • Did a factory reset on my phone. Doesn't help
  • Manually set the wireless settings according the the AT&T table in "Access point names" settings. Makes no difference

Just to be sure, I placed my SIM in my wife's phone (identical phone but she has not taken the One UI 4.1 upgrade), and her SIM in mine. My SIM works fine with my number in her phone. Her SIM fails with her number in my phone.

Conclusion: It's the phone, not the SIM, and even a factory reset won't help.

I think I know what is causing the problem; maybe one of the AT&T techs on this forum can confirm. AT&T have stated elsewhere that after the 3G sunset, having HD voice is a requirement to make calls, so there appear to be 2 requirements of phones:

  1. Phone must be capable of 4G; this gets you service so you can use 4G data and send/receive text message via SMS
  2. Phone must be capable of HD Voice; this allows you to make and receive phone calls

If you have 1. but not 2. you can't use your phone to make calls, but everything else would appear to work fine.

The thing is, a Galaxy S10+ should be capable of HD Voice calling, but I think my upgrade to One UI 4.1 may have broken it. In addition, I have a foreign S10+ with the Samsung branded processors on-board (different to the U.S. models). 

Any of the AT&T techs care to comment?

BTW: "Buy a new phone" is *NOT* an acceptable solution, please fix it.

Constructive

Employee

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27.9K Messages

3分前

Making new posts isn’t going to change the facts regardless of what you think should be. So I won’t say buy a new phone I say change carriers and use your phone as long as you can until they shut down 3g by years end then buy a new phone 

balst01

Teacher

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73 Messages

3分前

Except that my phone is 4G capable. AT& need to remove the requirement for HD Voice so calls will work again; this has nothing to do with 3G shutdown.

sandblaster

ACE - Expert

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57.8K Messages

3分前

It doesn’t matter whether your phone is 4G or VoLTE capable, what matters is whether your particular model has been certified and is on ATT’s supported phones list. Apparently your foreign model phone was not certified and not on the list, end of story. Samsung is who decided not to certify your model. By the way, HDVoice is ATT’s implementation of VoLTE. It’s not just a requirement, it’s how calls are made on the LTE network. Without it, you can’t call. So yes, it very much has to do with the 3G shutdown. 

Constructive

Employee

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27.9K Messages

3分前

AT&T can’t remove the requirements it’s mandated by the FCC 

balst01

Teacher

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73 Messages

3分前

OK, so the Phone *is* 4G capable and it *is* VoLTE capable, and VoLTE is turned on in the settings. Moreover, my wife has an identical phone (and I mean, identical, down to the model, the original carrier, and even the purchase date), and her phone has no issues on the same AT&T plan on the same network. The only difference is that she did't upgrade to One UI 4.1 yet (and she won't be at this rate).

This model of phone should work, and does work for my wife; there is some other issue.

balst01

Teacher

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73 Messages

3分前

Oh, and the Galaxy S10+ *is* in the AT&T certified list, this phone is a standard SM-G975F.

So, are you saying AT&T will only certify the phones with the "U" subscript which are locked to the AT&T network.....give me a break! I need an unlocked phone, AT&T aren't the only carrier in the world.

Constructive

Employee

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27.9K Messages

3分前

T-Mobile will accept you until April 

balst01

Teacher

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73 Messages

3分前

I'm sure they will, but I want it to work on AT&T just like my wife's identical phone, until someone who is actually authorized to reply on behalf of AT&T officially tells me that the SM-G975F is *NOT* supported.

Constructive

Employee

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27.9K Messages

3分前

No one in these customer populated forums are authorized. 

SPython

Voyager

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57 Messages

3分前

I have exactly the same problem. Updated my international unlocked S10 plus G975F to UI 4.1 and can not make or receive calls. I get a busy signal and a cannot connect notice.  Wife's phone is also unlocked international dual SIM and was not updated.  Still on UI 4.0 so no problems with her phone.  Samsung S10 plus has VOLTE so there should be no problem on the current network.  In advance of the shutdown of 3G I made sure with the higher echelon of tech support last year that our IMEI etc was registered and it would not be disabled - so there has been no problem until this update.  I have had endless phone calls with tech support over the last two days and today one technician confessed that they have had numerous complaints and that the matter has been referred to their engineers with a possible fix in 48 hours.  Not sure I buy this - but we can only hope.

SPython

Voyager

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57 Messages

3分前

Also - Just checked the list and the G975F is supported as working after the shutdown.  At least there is a small comfort know I am not the only person experiencing this disruption in service.  It  is definitely because of the update.  Both @balst01 and I have exactly the same complaint.  Notice to others - do not update to UI 4.1 until this is resolved.
Here is the link to the list of compatible devices on ATT wireless network:
https://www.att.com/idpassets/images/support/pdf/Devices-Working-on-ATT-Network.pdf

Constructive

Employee

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27.9K Messages

3分前

I wouldn’t buy what the tech told you. He was likely just trying to appease you to get you off the phone 

ATTHelp

Community Support

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191.9K Messages

3分前

We want to help shed some light on what's going on with our network, @SPython.


On February 22, 2022 AT&T shut down the 3G network to better accommodate next generation technologies and services.

 

If you purchased an unlocked device from another retailer, please note, they are not optimized to work on AT&T’s network. This is important to remember when purchasing a non-branded, unlocked device and why you see different model numbers.  


If your device is compatible, but not connecting, the following may help with a solution: 

  • Check your data settings. ~ Your device needs to be programmed to the correct access point name (APN) to connect to AT&T data services. 
  • Check your SIM card. ~ 4G devices should use a 4G SIM and 5G devices should use a 5G SIM card. ****SIM cards should be version 27 or higher
  • Make sure 4G is enabled on your device. ~ Some customers disable 4G.

Our community has put together a few solutions to help customers that are experiencing a loss in service on 3G/4G devices


If none of the above works for you, we have some additional troubleshooting steps we'd like you to try: 

  • Check our wireless coverage map to ensure you're in a covered zone.~ If you aren't in a covered zone, this may be why you're experiencing intermittent service. 
  • Toggle Airplane mode on and off. ~ This will sync your device to nearby towers. 
  • Reset the network settings. ~ This is a simple troubleshooting step that has been the resolve for most customer experiencing problems with their device. It also helps with syncing your device to nearby towers. 

The next step would be to upgrade your device if you're still unable to use your service without interruption. 


Thanks for visiting our Community Forums! We hope this information helps.

SPython

Voyager

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57 Messages

3分前

@ATTHelp you are obviously a robot and have not read the responses in this forum so your automated response is SPAM and not helpful.

(edited)

balst01

Teacher

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73 Messages

3分前

@SPython Welcome to the club. Nice to get extra confirmation that it was the One UI 4.1 update that caused it. Now I can confidently post something on the Samsung forums asking what happened; it would appear that the update has somehow broken VoLTE, I have the option to switch it on and off, but nothing works. Sounds like a bug in the Samsung software.

Let me know if you get anywhere with AT&T support, I have been trying for a couple of days also with no joy.

If I could find some way to downgrade back to One UI 4.0 I would do that, but downgrading Samsung software is just about impossible. I just hope there's a fix from Samsung at some point.

BTW: I have found a temporary work-around. I already had a Google Voice number, but if you don't have one they are free to create. Once you have a number, you can call AT&T and ask them to set unconditional call forwarding to your Google Voice number (you have to talk to backline support to get this done, the level1 support tech will ask you to set it on your phone, but you can't doo that because of the issue, ask for level 2 support, they *can* set it for you at their end). Once you set call forwarding, any incoming calls will ring the google voice number; install the Google Voice app on your phone and it will ring when you get a call. You can also use Google Voice for outgoing calls...all free and unlimited within the U.S.

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