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New Member

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3 Messages

Mon, Aug 31, 2020 8:00 PM

Cell Phone Can't Call or Receive

I've spent over 6 hours on the phone with Chat twice and Support 3 days trying to resolve not being able to call out or receive calls at my home location. We both have the same problem since Wednesday 8/26/20.

 

Turned off phones, removed SIM Card, went to AT&T Store as recommended for new SIM Cards on my Samsung A6 and my wife's iPhone 6S on Saturday.

 

Today, Monday 8/31, I called Support and after hold of 22 minutes was cut off. Called back on hold for 35 minutes the young lady took all my information again and said she knew the solution to the problem, I will transfer you to another technician.

 

After 45 minutes on hold he could not understand me and again was cut off. While on hold they say problems can be solve with "myATTapp" at the App Store or online at http://ATT.com/myATTap. Tried both that will not let me sign-in on either.

 

It is my opinion that AT&T has a major signal problem on their towers that they are upgrading to 5G.

 

Anyone else having problems such as this with their cell service???

 

T

ATTHelp

Community Support

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176.3K Messages

1 y ago

Hi @rkent

 

Thank you for reaching out to us. We'll be happy to look into this for you.

 

What zip code are you located in? Are you only having issues at home or is this anywhere you go? We can get started by checking the towers in your area.

 

Darais, AT&T Community Specialist

New Member

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3 Messages

1 y ago

Thanks for the email response.
 
To answer your questions:
 
  1. Yes, only at home since 8/26/20.
  2. Zip is 98075
  3. My wife's iPhone, our grandson's iPhone, and my Samsung A6 all have
    the same problems at this location.
  4. Can't even call Voicemail, it times out after a minute or 2 with "no connection" message.
  5. Have no problems after leaving this area, at Fred Myer and the AT&T Store Issaquah.
I have spent hours on Chat and Support over a 3-day period. Yesterday our son Sergei had long
discussions with AT&T Support troubleshooting the problem. No fix yet.
 
There should be open tickets and documentation on this problem that has not been resolved.
 
Have never had this problem for the last 3 years or more in this area until 8/26/20.
 
If I can answer more questions, please email me.
 
Rob Kent
206-245-4368
Sammamish, WA
ATTHelp

Community Support

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176.3K Messages

1 y ago

Hi @rkent,

 

We definitely understand the importance of having a reliable connection. We'd love to look closer into this.

 

At the zip code provided, the towers all appear to be in good working condition. It may have been a transient network time-out. We recommend you use Wi-Fi calling in the meantime and our Mark the Spot tool to alert our technical department about the incident.

 

Let us know if this helps.

 

Doyin, AT&T Community Specialist.

New Member

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3 Messages

1 y ago

Constantly.....in two different locations on two different phones and on two different accounts. This is not a phone issue, account issue or all the other (Edited per community guidelines) you receive from AT&T - It is a signal issue and all I want is AT&T to tell me why.

 

I have had EXCELLENT service for many many years at my house and now it is suddenly (past 3-4 months) that I have a VERY difficult time making calls - WIFI calling does no help. (Edited per community guidelines)!!

 

As you can tell, I am frustrated and will change service to VERIZON.

 

(edited)

New Member

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3 Messages

1 y ago

Just an additional comment.

 

Still having problems with no signal reception at home location since 8/26/20, now 14 days in a row. I setup a new Voip home phone with Google voice on an Obi 202 with Vtech cordless phone. My new number is in California and I live in Washington State. It makes no difference as Calling on the new setup is flawless and crystal clear. Also, I can use this as my primary number and have call-forwarding to my cell phone when I am out and about.

 

It is really too bad AT&T can't or won't resolve this issue as they are making a fortune from our family for marginal service. We may very well consider moving to another carrier soon.

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