New Member
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4 Messages
iPhone 6 does not make or receive calls following 3G shutdown
I have an unlocked iPhone 6 model number MG4P2LL/A. PureTalk is the carrier / MVNO on ATT's network, H2O Wireless is the Network. The iPhone supports VoLTE. The iPhone 6 is tested and approved for the AT&T network here: https://www.att.com/idpassets/images/support/pdf/Devices-Working-on-ATT-Network.pdf.
From February 23, 2021, the phone cannot make outgoing or receive incoming calls.
- Settings/Phone/Show My Caller ID and Settings/Phone/Call Forwarding show a spinning wheel.
- Text and data services are not impacted. FaceTime calling works. LTE is enabled under Settings/Cellular/Cellular Data Options.
- This is not a SIM card problem as the card works in another iPhone.
- Changing Settings/General/Reset/Reset All Settings and Settings/General/Reset/Reset Network Settings makes no difference.
- The iPhone software is up to date (iOS 12.5.5).
- H2O Wireless Customer Support is unavailable or non-responsive. I have no account with PureTalk.
- I am not in a position to upgrade the iPhone at this time.
Please advise if you are able to assist.
Accepted Solution
Official Solution
ATTHelp
Community Support
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231.4K Messages
2 years ago
Hello chris_n, let's get you pointed in the right direct for support your iPhone 6.
You will need to contact your service provider for support. We can not troubleshoot your device without AT&T being the service provider.
Thank you for visiting AT&T Community Forums!
Carlton, AT&T Community Specialist
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chris_n
New Member
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4 Messages
2 years ago
Carlton, thanks for your post.
It is unfortunate that AT&T cannot or will not assist. AT&T is the underlying wireless network operator and remains accountable for its service to the FCC, MVNO service provider partners and other stakeholders.
Any thoughts or comments from the wider community on diagnosing the problem described are appreciated. I suspect there are many other community members similarly impacted.
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chris_n
New Member
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4 Messages
2 years ago
To clarify, the service disruption started from February 23, 2022, when the AT&T 3G network was shutdown.
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JefferMC
ACE - Expert
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35K Messages
2 years ago
You have a contract with PureTalk. That's who you have to deal with. If you wanted to be able to deal with AT&T directly, then you should have purchased service directly from AT&T. You didn't, and so you can't.
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Fl_retire
ACE - Professor
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3K Messages
2 years ago
I loaned my unlocked iPhone 6 to a friend to use yesterday until he can purchase another phone and it is working without any problems. So it cannot be AT&T’s network shutting down access for an IPhone 6.
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chris_n
New Member
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4 Messages
2 years ago
A brief update.
H2O Wireless is completely overwhelmed by 3G shutdown support calls. Due to no response from H2O Wireless, I escalated this matter to Telrite (parent company of H2O Wireless and Pure Talk).
Telrite has raised 2 support tickets with AT&T on my behalf and it seems as though neither AT&T nor Telrite are able to diagnose why my unlocked iPhone 6 cannot make or receive VoLTE calls on the H2O / Pure Talk network, or how to resolve.
Any help from the community in diagnosing VoLTE problems on an iPhone would be appreciated.
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ninjafinger
New Member
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1 Message
2 years ago
chris_n did you have get help? I'm in the same boat using iphone 6 plus. It's clearly that it can support LTE but it doesn't work with H2O! It looks like the only way go around this problem is to get a new phone? :(
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formerlyknownas
ACE - Sage
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117.1K Messages
2 years ago
@ninjafinger
Mvnos of AT&T with the exception of cricket which is entirely owned by AT&T have their own rules. If you are with an mvno like H2O you need to contact them for support. AT&T cannot help customers of other networks.
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