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Mylemon123's profile

Contributor

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3 Messages

Wed, May 3, 2017 11:22 AM

Go phone not connecting

I recently replaced my Samsung galaxy express prime with another one because I broke the old one I replaced the SIM card in the new phone with the old one now my phone will not connect to 4g LTE services and I cannot make or receive calls and texts I have checked all my network settings and they seem to be fine I have the plan paid up so it couldn't be that. By the way the phone connects to Wi-Fi and I can still use the internet that way. Please help! It should be noted that the services were working on Friday (when I got the new phone) but by the next day I think the Service ended but as I said I fixed that by paying for the service yesterday
ATTHelp

Community Support

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195.1K Messages

5 y前

Hi @Mylemon123,

 

You have come to the right place! We always want to make sure you are connected to the network, especially after a device change. No need to worry, it is my absolute pleasure to help you with this.

 

Anytime you swap devices, it is always best to check and make sure your device information is correct in the system. For services to work properly, our system requires the right SIM Card and Device Identification number. We have a great tool, which will allow you to update this information.

 

Our Troubleshoot and Resolve Tool is also another wonderful resource you can check out. This tool can determine the case of any network issues you may be having with your phone and provides steps necessary to correct the problem. On the link, you will need to select the make and model of the device you are using, and tap onto the issue you are having.

 

Please let us know if this works for you! Have a great rest of your day!

 

Vanessa, AT&T Community Specialist

Contributor

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3 Messages

5 y前

My mobile network type is now umts instead of LTE like it used to be might that be the problem and how would I go about fixing it
ATTHelp

Community Support

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195.1K Messages

5 y前

Hello @Mylemon123,

 

There could be different reasons why your device is not connecting to the LTE band.  One reason could be because the IMEI in our system is wrong, which can limit the type network your device connects too.

 

I will be sending you a private message to your Forum’s Inbox to gather more information.  Please be on the lookout for it!  I hope to hear you from you soon, and please have a fantastic rest of your day!

 

Vanessa, AT&T Community Specialist

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