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Samovitch's profile

New Member

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14 Messages

Sunday, April 24th, 2022 6:07 PM

No more calling in or out

After the big system "upgrade" I lost all ability to call out, or receive calls. Dailing a number immediately tells me the call has ended. Incoming calls go immediately to voice mail, which I can see on the phone via "visual voicem mail". 

My phone, a Motorola G 5G, is listed as working with the new calling network in the compatibility PDF, model XT2113-3; it is an unlocked version of the phone, and it is listed as compatible in the PDF showing unlocked phones that will work. 

I dialed the code *#*#4636*#*# to check and I see that VOLTE is provisioned but grayed out, which I take to mean that I cannot disable it. This tells me that data type is LTE and voice service is "in service" and is LTE. Video calling and Wifi Calling do not show as provisioned. 

I do not see the VOLTE icon across the top of the phone and I don't see the HD icon in the dailer.

I see the LTE Discovery that I am connected to Band 2, at 1935 mhz, but it says the voice network type is N/A.  If I turn off my home Wifi, I see the 5G along the top. 

I have called about this, and I was told if I don't buy an AT&T phone, there is no guarantee it will work. And it is a lie that my unlocked phone works. 

I can text, receive data, and have decent connectivity for all kinds of data, but I cannot use this phone to make calls.  

Can anyone tell me what is going on? 

Accepted Solution

Official Solution

Community Support

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232.3K Messages

2 years ago

Hello Samovitch, we're here to help you with your Moto G 5G.

 

If you have a 3G device, please note, it will no longer work on the AT&T Network. If you have a 4G device, it may not be compatible and not work depending on where it was purchased and the model #. For example, the Galaxy S20 models G981U and G981U1 will work on the AT&T network, but the Galaxy S20 models G981F, G981N, and G981O will NOT work. You'll find a full list of compatible devices. This is because they have different hardware that is not compatible with AT&T’s network (HD Voice, VoLTE compatible). 

 

If you purchased an unlocked device from another retailer, please note, they are not optimized to work on AT&T’s network. This is important to remember when purchasing a non-branded, unlocked device and why you see different model numbers.  

 

Find the model number on your device

iPhone

 Androids

 Other devices

1. Go to Settings. 
2. Tap General. 
3. Tap About to view the model name and number
1. Go to Settings. You may have to go into the System menu next. 
2. Tap About Phone or About Device to view the model name and number.

1. Go to Settings. 
2. Tap About Phone to view the model name and number. 

OR 
1. Remove the back cover. 
2. Remove the battery. 3. Look for the model number on the inside of the phone, usually on a white label.

 


First, make sure your device is compatible with AT&T’s Network. If it is not on the list, it may not work on our network. In instances like this, you’ll need to get a compatible device. 

 

If your device is compatible but is not connecting, the following may resolve the issues:

  • Program the data settings for your non-AT&T device
  • Get a 4G SIM for your 4G device or a 5G SIM for your 5G device
  • Download the latest software – If you are an AT&T Customer, software downloads are automatic. If you have a non-branded device, you will need to go directly to the manufacturer.
  • Make sure 4G is enabled on your device. Some customers disable 4G.
  • Try a couple of solutions written by some community members

 

Just added

Samsung devices will have an update available via Samsung as late as June 2022. So if you brought your own device, please visit Samsung Support for update information

 

Depending on the software, will determine if your device will work. If all troubleshooting and software updates have been performed, your device may need to be replaced. 

 

How to find:

  1. Go to Settings > About Phone.
  2. Scroll down to Service provider SW ver.
  3. The first section shows the sale code.
  4. The second section shows the Network Code.
  5. The third section shows the Carrier ID.

 

Type of Device Device Persona SIM Network Code Original Device Carrier Disposition
Verizon Device with Verizon SIM VZW VZW VZW Won’t work. Replace device
AT&T device with AT&T SIM ATT ATT ATT Will work.
Unknown origination with unknown ATT XAA XAA Will not work. Replace device.
T-Mobile device with AT&T SIM and persona ATT ATT TMB Will work.

 

Let us know if this helps.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist  

ACE - Sage

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117.8K Messages

2 years ago

Have you done all updates?

Have you an old sim?

  Sim info

Is your phone branded for another carrier? 

New Member

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14 Messages

2 years ago

The phone is up-to-date. 

I got a new AT&T SIM after noticing the problem, after doing the restart, reset, etc.

I bought the phone unlocked, and used it only on AT&T. It worked fine for about eight months -- till the February switchover. 

New Member

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14 Messages

2 years ago

See ATT Help From April 24.

Solution 1 from a User worked. It was to set to Preferred Network to "WCDMA only"

https://forums.att.com/conversations/android/not-able-to-make-calls-since-3g-shut-down-with-my-4g-lte-phone/6220f45ef212b77ddab77d5b?commentId=622a938046992233368d85ba

Community Support

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232.3K Messages

2 years ago

Hey there Samovitch, We are happy to hear your were able to get your device working again by using our Community Forums. Please reach back out to us if there is anything else we can assist you with. Thank you for contacting AT&T Community Forums.

 

Lorie, AT&T Community Specialist

New Member

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14 Messages

2 years ago

I've been thinking about the solution I found, and I can see that it is only a temporary solution. I am in effect able to make phone calls on borrowed time via a 3g connection (WCDMA). 

The setting on the phone (preferred networks) has to be WCDMA only

My phone is listed as compatible, AT&T branded or "unlocked", but that's dishonest. The chart below says flat out that if the phone was not an AT&T phone or an unlocked Tmobile phone, it  will not work. 

The phone I have is capable of VOLTE and HD Voice, but no LTE connection is allowed for voice services. 

When I turn Wifi off, I see the connection labeled as 5G -- as the phone promised, but telephoning in and out is blocked. 

The advertising of "bring your own phone" is fraudulent in plain English.  

I have to guess here, but the software for AT&T must be extremely brittle or else arbitrarily blocking unbranded phones. 

Ok so I can use my phone now, but not to its fullest capability. It just so happens that I don't even use the phone much and rarely make calls on it. I also live fairly far out from a city and the larger suburbs. But I'm actually quite close to a cell tower. 

In talking to AT&T support (on a landline), I am given the lawerly phrase, there is NO guarantee that any phone but an AT&T phone will work now on AT&T, or in the future.

 I just wonder how long till the 3g signal goes away. 

Community Support

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232.3K Messages

2 years ago

@Samovitch, we want help answer the questions you have about your phone working on 3G network. 

 

Our 3G service has been shutdown since February 22, 2022 and is no longer available, so we are not able to tell you how long you will receive service with your work around. Please consider updating your device to one that will work on our updated network. 

 

Please feel free to reach back out to us if you have any other questions. Thank you for contacting AT&T Community Forums.

 

Lorie, AT&T Community Specialist

New Member

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14 Messages

2 years ago

You're not asking for an upgrade, but a sideways switch to a phone that says AT&T, loaded with apps that AT&T made a deal with.

My phone is a 5G phone that does HD Voice and VOLTE. It's very similar to one that you sell today. Your documents confirm the underlying phone is capable of use on your new network.

Community Support

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232.3K Messages

2 years ago

Hey there Samovitch, we want to help. Let’s meet in a Direct Message to discuss your supported device. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums)

 

In the meantime, you can find more information about the 3G shutdown

 
Will my 3G phone stop working?
 
Yes. Since we shut down the 3G network, there won't be data or voice service for devices that don’t have at least have 4G capabilities. This means that while some device features might still work, you won’t be able to access our network unless you upgrade to a newer device.
 
We look forward to meeting with you in a Direct Message. Thank you for contacting AT&T Community Forums.
 
Lorie, AT&T Community Specialist

New Member

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290 Messages

2 years ago

@Samovitch  I won't pretend to be an expert or anything here. My experience comes from dealing with trying to get international devices purchased from third-party vendors compatible with the network. 

I may be completely wrong about this, but based on what you are saying... my guess is that there is a right and wrong (at least for At&t whitelist) of your phone. 

For the record, I believe that you are 100% correct about your phone and its capabilities. 

In the information listed below that I was able to find... there are at least two different variants of the exact same model number of your phone. 

One of them is the dual-SIM version.

That one (and I am assuming it's the one that you have) may not be allowed to work on the network by At&t. The single-SIM version is manufactured for the North American market. 

My guess is that is the one that At&t claims is compatible with their network.

If I'm right, there are workarounds for the problem, if you want to try them.. if not.. then what others have said is both true and your best option. 

Hope this helps. 

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