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Monty6092's profile

2 Messages

Saturday, September 23rd, 2023 1:15 PM

No Signle or wifi connection at all

I have been dealing with this since April of 2023. I have no network connection thus the wifi calling dose not work. The phone speraticly Connect to the network randomly as I drive around town.. I have spoken to all levels of Tech Support. They finally concluded that it was 4 towers that are down in my area. I've been told by The representative that the towers are not gonna be fixed till sometime Towards the end of the year. All they can do is tell me just to wait till it's done.. I kindly asked if If they would unlock my phone so I can temper every. Who's the service till they get the issue fixed? They just said no. So basically, I'm paying for phone that I cannot use. And I'm paying for service that it's not working. The only thing seems that AT&T cares about is making sure that they get their money. I'm hoping you guys can provide some guidance to this issue. We've already exhausted the warranty route. Since the Issue began a month after out of Warranty they cannot help. The era on warranty that I purchased requires a $275 to replace the phone entirely. But again, this is not my issue. This is an AT&T issue that they're having with their towers. So I asked again. Can somebody advise on how to fix this issue?

ACE - Master

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10.7K Messages

8 months ago

I don’t think there is a fix, at least for the reception issues.  If there are towers down, they are down, and they get repaired when they get repaired.  If the phones are eligible for unlocking, they won’t unlock them.  You might call and ask for the loyalty department, and they might give you a discount or credit for service, but they probably won’t get the towers fixed any quicker of unlock the phones for you so you can leave.

Not sure what you mean about the “warranty”.  Do you mean insurance?  That stays as long as you keep paying for it.  A maunfacturer’s warranty expires after a set time, but that usually doesn’t have a deductible of $275, which sounds like insurance.  Also, based on what you’ve described as the issue, getting a new phone won’t help if it’s a tower issue.

ACE - Sage

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117.8K Messages

8 months ago

Wi-Fi calling only works if you have an internet connection via a wired home/business internet source. So at your home if you have internet, & home Wi-Fi, you can use Wi-Fi calling. In public places where there is some kind of public hotspot you can use Wi-Fi calling.    (Wi-Fi calling should not be confused with mobile internet service/mobile data)

You did not make it clear if you are a new customer, or we're already a long-term customer when the problem started in April.

If you switched to AT&T in April and found there was insufficient service You should have immediately returned devices and switch to your previous service provider.  Unless there has been some sort of natural disaster in your area I do not believe that four towers are out since April and need to be repaired.   

2 Messages

8 months ago

The warranty expired on the phone and the issues began about amouth  latter. Yes the 275 is through the insurance att offers through asurion.

Formally known,

The issue began in April. I'm not a new customer. Understand that wifi calling only works when the tower registers your phone which it is not doing. If your phone dose not register with the tower you just have an expensive paperweight that only works looks through the internet on someones 8nternet single. The capabilities of the cell phone are shut down. No texting no calls in or out. They can un lock the phone so u can use another service until the issue is fox but they are afraid of losing money so they won't do that. That's the impression they have given me. They would rather lose a customer of over 7 years than Accommodate a simple solution that would keep a loyal customer and wouldnt cost of anything. It's basically a matter of trust and they don't trust their customers.

ACE - Sage

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117.8K Messages

8 months ago

Let's start with which device you are using?  Make and model, information should have been included in your original post

Wouldn't by chance be a Samsung S22 ultra?

Understand that wifi calling only works when the tower registers your phone which it is not doing. If your phone dose not register with the tower you just have an expensive paperweight that only works looks through the internet on someones 8nternet single.

That is *not* at all how Wi-Fi calling works. 

You are confusing Wi-Fi calling which is provided by  internet service with mobile data which is provided by cellular service.

The capabilities of the cell phone are shut down. No texting no calls in or out.

And a long list of possibilities come to mind including have you replaced your SIM card, have you checked to see if the phone is carrier blocked for some reason, blacklisted? Not paid for is a big one. I realize this is all a rerun but you don't seem to be understanding some basics of technology like the difference between Wi-Fi and cellular, so I have to ask

They can un lock the phone so u can use another service until the issue is fox but they are afraid of losing money so they won't do that.

AT&T does not unlock phones until they are paid off. If you want to switch service providers you have to pay it off and unlock it anyway. So do that.  

If the phone is truly defective, using a SIM card and service from a different provider will result in the same problem. In which case filing a insurance claim, or going after the manufacturer for a defective device might be the way to go.   

And if it is a 22 ultra and this problem started in April, your device may still have been under warranty in April and you should have approached Samsung about a repair or replacement before it failed

(edited)

Community Support

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232.3K Messages

8 months ago

Hello @ Monty6092, we can help you with your concern.

We request you to kindly check the zip code and AT&T will service the towers every month, and if 4 towers in one Area or zip code is down, we will surely work on it.

The only option is insurance claim.

We suggest you try with some troubleshooting steps.

  1. From the home screen, tap the settings icon.
  2. Scroll down and select General.
  3. From the general screen, scroll down and select reset.
  4. You will be taken to the reset screen. Select Reset Network Settings. Resetting the network deletes saved Wi-Fi Networks.

Thank you,
Susan, AT&T Community Specialist

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