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mcs2015's profile
mcs2015
#1 Star!
The 5th element!
10th stratosphere!

Tutor

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52 Messages

Mon, Jun 28, 2021 11:22 PM

UNABLE TO CONNECT, CALL DROPS, POOR CONNECTION - WHILE ON WIFI

This (Edited per community guidelines) service has only gotten worse. Seems to occur in the late afternoons. Suspect when traffic increases (less bandwidth). Not my ISP. Reset Network Settings does NOTHING. Can't even make or receive calls, it just hangs and then drops ("Call Failed"). Made many complaints to AT&T AND ZERO IMPROVEMENT. Even when the call connects, the call won't last without dropping. Problem is not the phone. It's the service. I have a 5G phone, but there's no 5G service in my area.

mcs2015

Tutor

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52 Messages

1 year ago

Process of elimination and I have confirmed this in different ways:

1) it is not the phone.

2) It is not the ISP.

This is an AT&T problem. Calls will not connect, then I get a "call failed" or the call drops or during a call, they can't hear me but I can hear them or vice versa. Not acceptable. As soon as I drive to an area that has 5G, no problem. Why can't you people @ AT&T fix this once and for al??

(edited)

Constructive

Employee

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30K Messages

1 year ago

Well since your not talking to AT&T

mcs2015

Tutor

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52 Messages

1 year ago

At my wit's end as this lack of continuous service continues which seems to be worse during business hours. Called ATT CS and this time, asked for a supervisor who determined that the problem is an ATT tower that is getting congested, thus I am not able to connect or get bad reception, dropped calls, etc. Gee, who'd have thought it could be that it was congested? Was told I would be switched to a different tower in the meantime. Was given a case ID and told I would get a call back within 48h. 

Why I didn't get switched to a tower that works in the first place is beyond me. That would've avoided all the downtime and frustration and numerous complaints I've made over the last several months! Will be getting compensated for the "damages" ATT has caused for the many days of lack of service.

Would've been appropriate for an ATT rep to have suggested I make my complaint to a supervisor directly in the first place.

No sense in any of us paying for poor service!

sandblaster

ACE - Expert

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60.9K Messages

1 year ago

Being connected to WiFi does not necessarily mean you are on WiFi calling. Are you sure you are actually connected to WiFi calling? You aren’t on WiFi calling unless you see “AT&T WiFi” as the carrier. Another possibility is your cellular signal is just strong enough that your phone switches between cellular and WiFi calling. That would cause calls to drop. First you need to verify you are actually on WiFi calling. You can also try putting your phone in airplane mode and turn WiFi back on. That will force your phone to stay on WiFi calling.

mcs2015

Tutor

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52 Messages

1 year ago

Yes, am connected to WiFi calling as is indicated in the settings on the iPhone 12 as "Wi-Fi Calling on This Phone" slid to green. I had been experimenting going on/off to see if that made any difference and it did not.
I will try putting it in airplane mode next time it goes dead again. Again, I have no problem when I leave my calling area and get on 5G.

Former Employee

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1.8K Messages

1 year ago

Was told I would be switched to a different tower in the meantime.

That is not a thing. No one can switch you to a different tower. Compensated for damages? What damages? Regardless, cellular providers do not guarantee service at all times. You may get a $10 courtesy credit, if that is what you consider compensation for damages. You have been complaining about service since 2015. You should find a carrier that suits your needs.

(edited)

mcs2015

Tutor

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52 Messages

1 year ago

Then why the #$%^ would an ATT supervisor lie to me, saying they can switch me to a different tower? 

Constructive

Employee

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30K Messages

1 year ago

🤦‍♂️

ACE - Sage

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102K Messages

1 year ago

@mcs2015

Was told I would be switched to a different tower in the meantime.

That is not a thing. No one can switch you to a different tower. Compensated for damages? What damages? Regardless, cellular providers do not guarantee service at all times. You may get a $10 courtesy credit, if that is what you consider compensation for damages. You have been complaining about service since 2015. You should find a carrier that suits your needs.

Then why the #$%^ would an ATT supervisor lie to me, saying they can switch me to a different tower?

Because they don't know how else to get a cranky customer off the phone.

    In the end, it's on you to resolve.  AT&T cannot create cell service where towers don't reach.  If it's really bad at home, your phone should revert to wifi calling.  

If it use to, and suddenly does not, there is a phone problem.  

mcs2015

Tutor

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52 Messages

1 year ago

Update - report back from AT&T on the matter:

"AT&T Free Msg: Do Not Reply: We updated your SIM profile. Please power your phone off and on to make the change effective. Thank You"

Does anyone know what updating your SIM profile means or is supposed to do?


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