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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.

ACE - Expert

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23.9K Messages

2 years ago

Just reflash the phone 

New Member

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290 Messages

2 years ago

@balst01 @SPython In my case... the IMEI number registered with the AT&T network was the solution. 

@SPython you said that you are using an AT&T replacement phone that you activated. 

And now it has all of your account information and phone number on it and is registered with AT&T. 

That should be all you need. 

That SIM card should remain active... allowing your S10+ to make calls... after the notification saying that you are using an incompatible device. 

ACE - Sage

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118.3K Messages

2 years ago

@balst01

AT&T should be pushing the patch.  You can call or chat and request it.

Actually a t & t should be slinging that patch out because they know darn well that all of these phones require it.  I have no doubt samsung provided it. 

The patch was instantly available from Verizon as soon as my phone was on the network as CDMA-less.  Within 10 minutes Verizon put their own update on my phone and I had wifi calling VoLTE etc

(overall, zero regrets bailing on at&t in 2019)

ACE - Sage

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118.3K Messages

2 years ago

@Nicolas81

What should be illegal (and yeah, I'm aware that At&t has the right to setup their network system anyway they want)

If California SB822 (*) wasn't being partially ignored...  But At&t is cherry picked part to follow. 

We already agree this is at the very least petty.  There are plenty of phones which don't work, which never worked and always dropped to 3-g for phone calls. 

But there is no sensible reason to kick off phones that do/did work, until At&t suspended service. 

AT&T has created 2 years of headaches for its employees and itself over this.  Lost a few more customers than it expected.  I absolutely see fines coming it's way (even though they were trying to avoid them).   Mismanagement at the top. Again.  I would say they need to clean house but they would all have to fire themselves

(* California cannot Supply enough electricity now. Without expansion, new sources, It will not be able to supply enough electricity 10 or 15 years from now if everyone switched to electric cars.)

Voyager

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78 Messages

2 years ago

@balst01 
If you don't already have it installed (I did not) download the Samsung Members app from Google Play.   You will see Diagnostics to check your phone.  Everything should check out as it did on my phone.  Submit an error report (I have done so) for the UI 4.1 bug.  In the app it is under Get Help/Send Feedback/Error Reports/Call/Message
Make sure Send system log data is checked.  After you send the report the system logs will be collected and automatically be sent to. 
This seems to be the standard way bugs are submitted to Samsung.  I have referenced this forum thread in my report and I recommend you do, also.
Hope they resolve this soon. 

Teacher

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106 Messages

2 years ago

AT&T should be pushing the patch.  You can call or chat and request it.

Actually a t & t should be slinging that patch out because they know darn well that all of these phones require it.  I have no doubt samsung provided it. 

OK, that makes sense. 

At this point I'm convinced that it is a software issue; I have a whitelisted phone that suddenly stopped getting calls after I upgraded to One UI 4.1, and @SPython also confirmed this.

What I am not completely sure of is whether it is caused by the non-standard VoLTE implementation that AT&T are using (in which case AT&T must patch it), or somehow Samsung broke something in the update. I'm inclined to believe the former, which means, I guess, it's another call to AT&T to ask them if they know about the issue, and are working on it.

@SPython you might want to consider the fact that the S22 Ultra probably already comes with One UI 4.1; if this this is a generic problem with that software because of AT&Ts non-standard VoLTE implementation, then you may well run into the exact same problem again on a new phone.

Stay tuned. If I get any useful information about the cause and the fix, I'll post it.

ACE - Sage

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118.3K Messages

2 years ago

@balst01

Absolutely on at&t.  This whole 💩 show is on them.  Glad I'm out 

Voyager

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78 Messages

2 years ago

@balst01 

Just got off the blower with ATT again and the technician said that they should be pushing the patch out within 48 hours - hopefully sooner.  This after so many calls and being told that I had to get a new phone etc.  As I said previously - once in a while you get a technician that is truly helpful rather than a screen-reading waffler (tempted to use another expression here).

Voyager

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78 Messages

2 years ago

@balst01 
Just noticed a difference with my wife's phone settings (an G975F/DS with UI 4.0).  Under About Phone/Status/Sim card Status Mobile Voice Nework Type and Data Type both read correctly as LTE - whereas on my UI 4.1 updated G975F  it reads as 4G.  So that is probably the bug.  Both phones are set to use VoLTE on each SIM (mine is not a DS). So the bug presumably has to do with the interface to VoLTE.

New Member

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290 Messages

2 years ago

@SPython @balst01 Try downloading an app called LTE Discovery. 

Someone else in this forum relayed that app to me because they suspected that my phone was somehow using 3G for calls. 

It wasn't... and I'm not saying that yours is either. I completely understand that your phone is VoLTE capable. 

It could be another way to tell if for some reason, the software update has changed how your phone is using the towers when making calls 

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