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Community Support

Community Support

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200.1K Messages

Fri, May 14, 2021 6:15 PM

Closed

3G Sunset Updates and Information

As you may have heard by now, we’re phasing out our 3G network by February 2022. This will help us make room for an even better network that will improve your experience.

 

To ensure our customers are prepared for this change, we have helpful information that will answer some of the most common questions:

  • Will my phone work after the 3G sunset?
  • How do I prepare if my phone isn’t supported?
  • Does this affect PREPAID?

You can find answers to these questions and learn more by visiting our 3G sunset article.

 

Customers still using 3G devices will most likely also be contacted via Email and Text message with more information. You can also visit your local AT&T Store or Contact Us if you have questions about upgrading.

 

If you believe your phone is still compatible, please check out our 3G Device Support & Solution Article for fixes you can try. 

 

AT&T Community Team

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Accepted Solution

Official Solution

Community Support

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2.6K Messages

1年前

Get more information about the 3G sunset from the post above and our 3G support article

Also, make sure to check out AT&T 5G: Transforming the Future.

AT&T Community Team

(edited)

New Member

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3 Messages

2年前

This phone (Asus ROG phone 2) blows any phone you currently carry out of the planet as far as technology goes and I just received a notification that this phone will not be supported on your "new Network" are you joking !!!!!!

Note: This comment was created from a merged conversation originally titled ASUS ROG Phone 2 will not be supported on new network? Are you kidding me?
Constructive

Employee

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29.3K Messages

They are shutting 3g

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
GLIMMERMAN76

ACE - Expert

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23.4K Messages

Yeah it's not volte compliant so blame Asus for not getting it certified.  It won't get volte on most us carriers.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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6 Messages

I just received the same email, and my device is a OnePlus 6. I knew about the Rog having the weird licensing issue, but what is preventing my OnePlus from being supported? And how long do I realistically have before I'll be forced to switch devices? 

GLIMMERMAN76

ACE - Expert

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23.4K Messages

That phone was a hot mess from release like every other Asus ROG phone.  It still has a 1080p screen.  Refresh rate is not all that if it eats the battery to fast which it does.  I have a chance to get a ROG 3 to play with after the launch event so we will see if its improved over the first one.

 

 

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GLIMMERMAN76

ACE - Expert

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23.4K Messages

The list of supported phones are right here

 

https://www.att.com/ecms/dam/att/consumer/help/pdf/Devices-Working-on-ATT-Network-After-3G-Goes-Away.pdf

 

And ATT is sending this out because there are areas they are shutting 3g off faster as they want the 850mhz space for low band 5g.  The full shut down date was jan 2022 but they seem to be going faster.

 

see here

https://www.att.com/support/article/wireless/KM1324171/

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New Member

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10 Messages

2年前

"AT&T Free Msg: ALERT! AT&T is taking steps to shut down the 3G network, so you can do all the things you love only faster. This means your phone won't work once 3G goes away by February 2022 and you'll need to change it. Starting April 12, 2021, we may redirect your call to customer service to help you upgrade your phone. Some features like voicemail won't work during this time. To learn more or upgrade now, visit your AT&T store."

Does this mean that on April 12, 2021 that any call I make out can be redirected to customer service? That really doesn't make sense because the full shutdown is February 2022. I need to keep my phone a little bit longer because I just bought this phone last year (Realme x2 Pro) I know for a fact what phone I will switch to according to the compatibly list so I know what to do but I hope the shutdown process isn't this early.

Note: This comment was created from a merged conversation originally titled New Free msg from AT&T regarding 3g shutdown
Constructive

Employee

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29.3K Messages

They are systematically shutting down 3g for almost a year. The full shut down is 2022

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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10 Messages

So calling on unsupported phones is indeed shutting down April? I guess I didn't fully understand what is happening in April.

GLIMMERMAN76

ACE - Expert

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23.4K Messages

It means your area could be done early.

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ACE - Sage

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100.1K Messages

The 3g service is being repurposed for LTE and 5g.  It's an update in hardware that's been ongoing for over a year.   Your zip code must be shutting 3g down by April 12, so At&t is giving you a heads up.

    If your phone drops to H/H+ in the notification bar during calls, it's not Voice over LTE capable, and must be replaced, or you'll lose service. (no call ability)

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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New Member

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10 Messages

Thank you for clarifying that. My phone does drop to 3G for calls and I will have to get a replacement if I can't call out after April 12th. 

New Member

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16 Messages

1年前

My 2-3 year old set is ‘unable to make call(s)’ out of the blue. I use it for the landline, through Vonage, to call my elderly mother since she isn’t savvy with social media, so I must find out what’s going on. It is not a Vonage problem, their ‘router’ gets the Internet signal perfectly. If for any reason it doesn’t, I get a voice on the phone saying ‘your phone is disconnected’ plus a message on the screen advising to check the connection. I am not getting any of this, so it is not a Vonage problem.

Help, please. I’m about to send the whole thing to the landfill, but I would prefer not to.

Note: This comment was created from a merged conversation originally titled AT&T set unable to make calls.
spoom2

ACE - Master

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16.5K Messages

Have you tried another phone?  That would be the first place to start to see if it's the phone or the Vonage ATA.  Also if you have more questions on the phone please provide make and model of phone.  You might also want to unplug from power your Vonage ATA and modem to let them both reset. 

This is a user to user help forum. It is not an AT&T support site. I am not an AT&T employee, read the ACE's disclaimer at the bottom of this post

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New Member

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16 Messages

Hi,

This is a three unit model EL52313 DECT 6.0. None of the units work, but the bases and the phones have power. The screens look as usual, but when I press 'phone' it doesn't give a tone and the screen goes blank, with exception of the battery sign, the letters ECO next to it and ANS ON (indicating the answering status).

I have reset the Vonage unit several times as well as unplugged the phone bases. It is nothing to do with Vonage, as I indicated, I never got the usual message letting me know that there is no connection. I've had this service for many years and never had this problem before.

There is an older message from someone with the same exact problem, but that thread is now closed, although the last reply is only 23 days old. The message mentions that the units ring when called from a cell phone, same as mine. The troubleshooter link offered in that post is a dead end.

New Member

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16 Messages

A little more info:

1. When calling from a cell phone, the main base rings, but not the phone that goes in it. 

2. I tried removing the batteries and waiting a while before reinstalling, but it didn't make a difference.

spoom2

ACE - Master

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16.5K Messages

Try a different phone, preferably a known working corded phone, if you don't have one you can either purchase a cheap one at Walmart or see if a neighbor or friend has one you can borrow.  The dial tone comes from the Vonage ATA.  As far as your cordless phone system goes, it's just a radio signal from the base unit to the handsets, so the base controls all of that.  So if nothing to the base there will be nothing to the handsets.   As far as the closed topic goes if you can post the link I can look at it.  

This is a user to user help forum. It is not an AT&T support site. I am not an AT&T employee, read the ACE's disclaimer at the bottom of this post

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New Member

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2 Messages

Hi Telefhonista,  I was facing the same issue and when I checked the below thread my problem is solved:

https://forums.att.com/conversations/other-phones-devices/unable-to-makereceive-calls/

You can check this and it will help you. 

Thanks

New Member

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2 Messages

1年前

is this truth or a scam? receives as email an as:

“AT&T FREE MSG”: In Feb 2022, we're retiring our 3G service to make room for more improvements to our network. We're shipping you a new FREE cell phone to replace your device ending in *6547* so you'll still get to do all the things you love - only faster. All you need to do is activate the new device. You'll find setup information in the box.

Note: This comment was created from a merged conversation originally titled 3G ending - free upgraded phone
sandblaster

ACE - Expert

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59.7K Messages

The first part is true but I seriously doubt they are sending you a new phone. Is there any action you are supposed to take to get the free phone? If so, it’s likely a scam. Otherwise, I guess you’ll find out when and if the phone arrives.

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ACE - Sage

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100.1K Messages

Not a scam.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
sandblaster

ACE - Expert

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59.7K Messages

@lizdance40 What do you know? Who are they offering free phones to? 

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ACE - Sage

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100.1K Messages

My neighbor is cranky because she has had the same flip for a decade.  3g only of course. Tiny, back pocket size. 

She got a similar message and they sent her an AT&T cingular flip to replace it on Thursday.  With sim, as it's smaller size.   The phone is larger, and sim wasn't activated, both were the annoyed her. 

   I don't think it helped that I gave her tips on moving contacts and other data to sim or SD. 

Last I heard, she was headed to Canton store for help.

    Some don't deal with change.   And she's my age too, not elderly. 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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ATTHelp

Community Support

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200.1K Messages

Thanks for reaching out to us @wildwaterwolf!

 

We can definitely provide the answers on the 3G sunset/free device upgrade offer!

 

Please know that free device 3G upgrade is true, and is a private offer that is presented to eligible AT&T customers. 

 

If an eligible AT&T customer does meet the requirements, a notification would be sent to them to provide more details about the device promotion. 

 

If you're unsure that the AT&T notification you received is legit, please contact our Customer Support or Visit your Nearest AT&T Store for assistance. 

 

We hope this helps, and let us know if you have any questions.

 

Dwight, AT&T Community Specialist 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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8 Messages

1年前

AT&T sent llc u304aa phone which I declined to get. Clearly I said NO but still sent 2 phones saying 3G network will be out of service and you need phones which can accommodate 4G network. Since I'm using phones for 4G network and also I know AT&T sends garbage phones, I said NO. I talked to customer service what happens if I leave these phones unactivated. Customer service answered AT&T will charge if I don't send them back in 14 days.  Is this the way of selling merchandises? This is very close to fraudulent business. Is it OK here in united states? It's not forgiven even if I return those garbage phones. Don't you think so?

My question is who authorized this kind of business.

Note: This comment was created from a merged conversation originally titled AT&T sent llc u304aa phone which I declined to get
GLIMMERMAN76

ACE - Expert

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23.4K Messages

what phones are you using?  If they are not on the approved list then they will stop working.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

ACE - Sage

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100.1K Messages

At&t is sending out free, cheap phones to replace phones not capable of Voice over LTE. The radiant core is certainly one of the cheap one.  My neighbor got the cingular flip.  

Unless you see 'VoLTE' in your notification bar, your phone needs to be replaced. 

If it drops to H or H+ during calls, it's not VoLTE, and is a 3G phone on AT&T .

    AT&T '4G' is HSPA+ or 3g service, and will be shutting down.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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8 Messages

Important thing is AT&T sent phone which I refused to take and made me take time to go to post office to return, since if I don't return it in 14 days, AT&T charges for this garbage phone.  I'm sure many users have same experience. The way of sales of AT&T is fraudulence.

sandblaster

ACE - Expert

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59.7K Messages

if I don't return it in 14 days, AT&T charges for this garbage phone. 

They are sending you a free phone. They aren’t going to charge you for it whether you return it or not and you don’t have to use it.

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New Member

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8 Messages

For sure, I talked to customer service. Over 14 days will be charged was the comment of the guy.  I will go after the manager who authorized this pre-fraudulent sales. Well -known companies in united states educate employees not to do anything fraudulent actions to customers but AT&T is different because that ruin their reputation. 

New Member

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4 Messages

1年前

We just purchased this phone around Christmas and it is a Samsung Galaxy S20 FE 5G phone.  Why would they say I need to upgrade?

Note: This comment was created from a merged conversation originally titled Email From AT&T Stating My Phone is 3G and Need to Upgrade
OttoPylot

ACE - Expert

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18.8K Messages

Have you checked your phone settings? It could be that you are connecting at 3G (and not 4G or 5G) which AT&T will be shutting down early next year. If you want to use 5G then you may need to upgrade your plan.

___________________________________________________________

AT&T Cell Booster Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

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New Member

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4 Messages

Thank you for your response.  I also have a Samsung phone.  Mine is a Note 20 ultra 5g, but the email only sent an email on my wife's S20..  I'm wondering if it has anything to do with the fact that my wife is medically unavailable right now and I've had her phone off for a month.  I turned it on this evening and the first thing it did was go into a software upgrade.  When I turn off WiFi, it says 4G LTE on the top right of her phone.  Anyway, thanks again and I will check our plan to see why this 3g thing is affecting her phone and not mine.  

OttoPylot

ACE - Expert

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18.8K Messages

It doesn't sound like there are any issues with her phone other than the message to upgrade. It could be that the phone just needed an upgrade for 4G/LTE. If you are connecting at 4G/LTE then there's probably nothing else you need to do when 3G goes away. The phone will just connect to 4G/LTE or if you prefer, 5G but you'll need to check your cellular plan.

___________________________________________________________

AT&T Cell Booster Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

1年前

I have 7 lines on my plan, 5 of which I'm being told need to be replaced as they're 3G & not compatible. I've looked at all 5 of the devices (4 of which were purchased in the last year), they all are connecting to AT&T on 4G LTE, the sims have 27 in the 9th & 10th digits of the sim card - they're all newer than many of the devices listed on the compatible list. I think AT&T just doesn't have them in the list of approved devices. 

1x Nokia 8.3 5 G phone, 3x Nokia 5.4 4G LTE, 1x Razer (not Motorolla) Phone 1st Gen phone (4G LTE). All of these are newer than the Nokia Lumias that are listed as compatible (I had a few of those models before so recognized them). So far as I can tell they all have hardware that should be fine with 3G shutting down. Was this just a blanket email since they were BYOD phones & you don't recognize the models? The 2 devices that aren't telling me that they will have issues are both Google Pixels (but they also were BYOD - the difference is that AT&T specifically did sell those models).

GLIMMERMAN76

ACE - Expert

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23.4K Messages

1年前

Nope the email is right the razor does not have VoLTE its the one omission along with WiFi calling and the others do not get VoLTE on ATT.  Nokia has a limited amount of phones on the list.  Please look at both lists and you will see your phones are not on those lists.  I would suggest moving to Tmobile if you want to continue to using nokia devices.  Pixels are like iPhones they work on any carrier. 

Also you can tell if your phones are getting VoLTE by making a call if it drops down to H or H+ while on the call its not getting VoLTE.  This is not about if the phones connect to LTE its about VoLTE and the fact all phones will have to be on ATT's list to work after the 3G shutdown.

https://www.att.com/idpassets/images/support/wireless/Devices-Working-on-ATT-Network.pdf

https://www.att.com/idpassets/images/support/wireless/Service-Capabilities-Unlocked-Devices-ATT-Network.pdf

New Member

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4 Messages

1年前

I appreciate the suggestion to look at t-mobile. The last time I looked I could only do 4 lines, looks like that's up to 8 now. And save something like 45 $ a month, and they confirmed the phones all do volte. So that does seem like the best solution. 

New Member

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8 Messages

1年前

It not clear why my Moto G4 phone will stop working when G3 ends in Feb 2022. From what I gather , the phone will work but voicemail will not. Can someone please explain. I have no desire to ever buy a G5 phone under protest; due to 5G will require cell antennas every 100 to 200 meters, exposing many people to millimeter wave radiation.

If I refuse to buy a G5 phone, how long until I’m left with a useless paperweight and no cell phone.

Note: This comment was created from a merged conversation originally titled Motorola G4 phasing out Feb2022
sandblaster

ACE - Expert

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59.7K Messages

It has nothing to do with voicemail. Once 3G is shut down,  your G4 will not work for calls because it is not supported by ATT for voice over LTE. You don’t need a 5G phone, you just need a phone that supports voice over LTE.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

 • 

8 Messages

When I pull the specification on my phone Moto G4 4th generation this is what it says. So I do have LTE? 

networks
4G LTE (Cat 4)
CDMA / EVDO Rev A
UMTS / HSPA+
GSM / EDGE

New Member

 • 

8 Messages

The more I investigate the phasing out of Moto G4, the more I’m questioning it’s because I have an unlocked phone. And ATT no longer will support certain unlocked handsets. Is VoLTE just a smokescreen to get ATT pay as you go users on a contract?

GLIMMERMAN76

ACE - Expert

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23.4K Messages

Again the phone does not support VoLTE.  Or voice over LTE.  The phone is old.  

As for 5G I suggest you understand the tech before you bash it.  Yes high band 5G is mmWave but it's only used in bigger cities.  Low band 5g is deployed over the same radio waves your current phone uses.   Mid band 5G will use some of the same bands.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
sandblaster

ACE - Expert

 • 

59.7K Messages

Is VoLTE just a smokescreen to get ATT pay as you go users on a contract?

No. There are plenty of unlocked and non ATT branded phones that are supported with VoLTE. Again, your phone is old. Besides that, there are no contracts.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

 • 

1 Message

1年前

My phone keeps going in and out when using. This I a new phone my old one did the same thing.  I have 4g. Is it in the phone service on the lines help please ready to leave AT&T after  being  with them  for over 30 years. Thanks 

GLIMMERMAN76

ACE - Expert

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23.4K Messages

1年前

Helps if you say what phone.

New Member

 • 

2 Messages

1年前

Is anyone else getting text messages and emails about numbers that use approved 4g phones having their service going away? I have 6 numbers on the account and I keep getting sunset messages on only two of them. One number is on an iPhone XR and the other a Sumsung Galaxy S9+ (both correctly identified in my account). AT&T chat says "don't worry about it" but still... why the messages?

Note: This comment was created from a merged conversation originally titled 3g sunset
OttoPylot

ACE - Expert

 • 

18.8K Messages

Probably just a global send to warn anyone who has a 3G only phone that the service will be discontinued Feb. 2022.

___________________________________________________________

AT&T Cell Booster Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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