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sbh7515's profile

New Member

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4 Messages

Monday, November 7th, 2022 3:08 PM

No Wi-Fi in our office for AT&T users

In our downtown office, those of us using AT&T have to step outside to send texts and to complete calls. We have Wi-Fi Calling enabled on our phones and it still happens. The others in our office using other carriers do not experience this problem, so it is an issue with AT&T.  It is highly inconvenient, not to mention terribly unsafe, for our employees to have to stand outside to do their job. Obviously, everyone wants to switch carriers. My husband and I have been with AT&T for 25+ years, I don't want to switch carriers, but I may need to. One, I need to do my job. Two, we have a disabled son and his caregivers need to get a hold of me at a moment's notice. Because of the issues with AT&T Wi-Fi, I have had to give them the landline number of my office, but it takes time to get the call transferred. I hate to imagine what will happen if my son experiences an emergency and his caregivers can't get a hold of me due to AT&T's incompetence. Please look into a dead zone in zip code 34698

ACE - Sage

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104K Messages

3 months ago

The users have to be signed in to the wifi to use wifi calling.   It doesn't work magically just because it's turned on. 

Coverage is not incompetence.

Either sort out wifi calling so your phones are connected correctly, or switch carriers.

New Member

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4 Messages

3 months ago

Of course we're signed into the Wi-Fi. And if every other carrier in our building works, then the issue is with AT&T.

(edited)

ACE - Sage

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104K Messages

3 months ago

Sure.  But it's your problem to solve.  No carrier can provide service everywhere

sandblaster

ACE - Expert

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62K Messages

3 months ago

And if every other carrier in our building works, then the issue is with AT&T.

Actually, that doesn’t prove the issue is with ATT. It’s possible that the cellular connection is just strong enough to prevent your phones from switching to WiFi calling. Try putting your phone into airplane mode and turn WiFi back on. That will force your phone to use WiFi calling. If WiFi calling still won’t work, you’re likely out of luck. There isn’t anything ATT can or will do to make WiFi calling work from your office.

ATTHelp

Community Support

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207.3K Messages

3 months ago

Hi there @sbh7515, we understand the importance of making sure you can be reached while you're at the workplace.

 

We'll be happy to help you with this. Like our ACEs mentioned, Wi-Fi calling requires a strong Wi-Fi connection to be used and if the cell signal in the area is stronger, your device will use that instead. You can check to see if Wi-Fi Calling is being used by searching for AT&T Wi-FI on your phone's status bar.

 

We also have some troubleshooting steps to help improve your connection, in addition to what our ACEs suggested. Reset your network settings from your phone's settings to improve your device's connection to our network. Please be aware that this will erase all your saved Wi-FI and Bluetooth settings, however. Our wireless support page also includes personalized troubleshooting steps, once you've logged into the page.

 

Also, did this start happening recently? If so, it might be cause by an issues in your area which you can check by going to our outage page and searching your office's address for issues or outages.

Please share the results with us here, so we can look into this further if needed.

 

Dylan, AT&T Community Specialist

 

New Member

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4 Messages

3 months ago

Hi Dylan, the status bar on my phone does show AT&T Wi-Fi. It's been an on-going issue. 

ATTHelp

Community Support

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207.3K Messages

3 months ago

Hey there, @sbh7515. Thank you for the response. 

 

We did take a look at the coverage in the area using the ZIP code you provided. We do see there is a tower outage in the area, which may be why you are having some service concerns. This outage started on 11/8/22 and is planned restoral date is 11/11/22. 

 

In the meantime while we are working to get this resolved, please try the suggested troubleshooting tips our agent Dylan provided. 

 

We hope this information helps. If you have any other concerns, please feel free to reach back out.

 

Clarissa, AT&T Community Specialist 

New Member

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4 Messages

3 months ago

Thank you for checking on the tower outage. I’m not surprised there’s an outage today as we have Tropical Storm Nicole rolling through. But as I said, this is an ongoing problem. It’s been a problem since I started working here almost 3 years ago. In the past, I used the app to report a problem by dropping a pin, but that app is no longer available. Other employees in our building with AT&T have the same issue. 

ATTHelp

Community Support

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207.3K Messages

3 months ago

Thank you for the response, @sbh7515.

 

We can meet in a DM to further discuss and submit feedback on this concern. You will find a chat icon next to a bell icon in the upper right corner of this page. Our next message will appear there. 

 

Thank you for contacting AT&T Community Forums. We look forward to chatting with you soon. 

 

Clarissa, AT&T Community Specialist 

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