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balst01's profile

Teacher

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106 Messages

Saturday, April 9th, 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.

Voyager

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78 Messages

2 years ago

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

Former Employee

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32.9K Messages

2 years ago

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

Community Support

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229.8K Messages

2 years ago

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.

Voyager

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78 Messages

2 years ago

@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)

Teacher

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106 Messages

2 years ago

@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.

New Member

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290 Messages

2 years ago

@balst01 @SPython Hello. 

@balst01 , you and I have spoken before in another post. 

But to you both... when you talk to a customer service representative, either local or online, and you provide the IMEI number from your phone... what exactly do they tell you?

Are they saying that the phone isn't 4G/LTE capable? Or that it isn't HD Voice capable? 

According to the information you've given... it's on AT&T's whitelist... so that's why I'm asking. 

Teacher

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106 Messages

2 years ago

@Nicolas81 AT&T support couldn't confirm if the IMEI was 4G capable; all they said was that they have some note on my account about a VoLTE issue. There is some weird interaction with the latest Samsung software (One UI 4.1) and the VoLTE implementation on AT&T, so that, after you upgrade the phone and it either communicates with the tower, or you make a call, it is sending something to indicate that it cannot handle VoLTE, and after that AT&T mark the phone as not VoLTE capable. Once you're in that hole, there's no way back out :(

I'm going to guess that AT&T have not released One UI 4.1 for their branded phones yet (and this might be the reason why). All we can do is hope that Someone in AT&T or Samsung porting work it out.

In the meantime, ******don't upgrade to One UI 4.1********

Voyager

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78 Messages

2 years ago

@Nicolas81

It depends on the  level of tech support you are talking to and where in the world they are located.  The only way to get anything resembling coherent information is to have the problem "escalated" to a tech supervisor and even then it is pot luck.  There seems to be a high level of ignorance or they are not reading what is on their screens.  The G975F is on their whitelist - though I am certain it was not there earlier last year before I made calls to ensure I would not be disconnected when the old network was shutdown.  No they are not saying the phone isn't 4G/LTE compatible - because it is.  It can and should be set to VOLTE - which is for all intents and purposes the same as HD Voice.  The latter is supposed to reduce background noise.

(edited)

New Member

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290 Messages

2 years ago

@balst01 I appreciate your response. 

The fact that At&t claims that they can't confirm the IMEI number from your phone is interesting. 

That's because that is the way they confirm whether or not any BYOD is compatible with their network. 

And yours being on the list, but other people with the exact same make and model number devices... aren't having any issues... does make it seem like a software problem... since each of you @SPython as well,  say that you updated your phones. 

The IMEI number... and whether At&t allows full compatibility with it... is what I've found to be the problem for me. 

Voyager

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78 Messages

2 years ago

@balst01

Yes - I have been using Google Voice as an alternative emergency number for years and indeed used it to call tech support again today.  Very useful thing to have.  Last year att  sent out joke plastic V341U phones to its customers in the event their existing phones would be disconnected.  They have Android 10 and to put it politely are utter crap.  So I am using this garbage phone until they hopefully fix things in a few days as promised or I relent and buy an unlocked S22 plus directly from Samsung.  The new Samsung S series do not allow SD cards (I have 512GB in my S10+) but they offer decent discounts on a trade-in (and you are not tied into a 36 month locked deal as with att.)   There are unfavorable reviews of the battery life on the S22, though.

(edited)

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