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Revjack's profile

New Member

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4 Messages

Tuesday, January 10th, 2023 1:06 AM

Whitelisted phone, unhappy customer

Wanted to try att PP. Carefully did my due diligence, and located their whitelist: phones that work on the prepaid system. Settled on a Motorola G7 Power, expected it to work since its ON THE LIST. 

Got the phone, sim, and service. Almost works...fine internet, text no problem, but no phone calls in or out. 

Am now told to buy another phone. I would recommend AGAINST att prepaid. Exceedingly poor customer support.

Accepted Solution

Official Solution

Community Support

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232.9K Messages

1 year ago

We understand how frustrating it is to not be able to make or receive calls with your G7 Power device, Revjack.

 

We'd be sad to see you go, and we want to turn your experience around.

 

Our first recommendation would be to locate your device on our list of compatible unlocked devices.  

 

It appears that you would have to add HD Voice to your PREPAID plan, in order to make or receive calls. 

 

Our second recommendation would to be use our resource to add HD Voice to your plan.

 

With AT&T HD Voice, you enjoy a higher level of voice quality when you make and receive calls. The key is wide-band audio technology and noise cancellation on our network. To get HD Voice, both calling parties must:

  • Be in an HD Voice coverage area.
  • Use an HD Voice-capable smartphone.
  • Have AT&T PREPAIDSM or wireless service set up for HD Voice.
  • Have the HD Voice SIM card that came with the device.

SIM card compatibility
AT&T HD Voice requires a SIM card that is UICC-G or higher SIM card installed in your smartphone to enjoy the rich calling experience of AT&T HD Voice. Want to make sure to find out if your SIM card is HD Voice compatible? In the SIM card number, look for the digits 27 or higher in the 9th and 10th positions.

Don't have a compatible SIM card?  You can get one at our store location. Just simply click 'Filter", then "Company Owned Stores" to get get started.

 

Our third recommendation would be to update your device software.

 

1. Swipe down from the Notification bar with two fingers, then select the  Settings icon.
 2. Scroll to and select About phone.
3. Scroll to and select Android version. Here you can view the Android version and the Baseband version.
 
Check for updates:
 
From the Settings screen, scroll to and select System updates, then select Check for updates.

Our fourth recommendation would be to change your PREPAID plan.
 
If you’re on an AT&T PREPAID monthly plan, we suggest only making changes the day before your current plan expires. This way, you won't lose any of the remaining services of your current plan, including Rollover DataSM or your high-speed data usage allowance.

If you’re a member on a AT&T PREPAID Multi-Line only, the Multi-Line account owner can change your rate plan.

Change your AT&T PREPAID plan from myAT&T

  1. Go to att.com/myprepaid.
  2. At the top of the page, select Plans.
  3. Next to the rate plan you’d like to use, select Change to this plan.
  4. Follow the prompts to change your plan.

Please let us know if this helps. If not, we can continue offering you more solutions. Thanks againg for reaching out to AT&T Community Forums!

 

Nelson, AT&T Community Specialist

 

(edited)

New Member

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4 Messages

1 year ago

Phone is on the whitelist: I bought the G7 Power specifically because its on the list of OK phones.

SIM has HD voice: Positions 9 and 10 show 27

Update phone: phone is fully up to date.

Change plan: the suggestion to cange the prepaid plan doesn't make sense. How woud that help? 

I ve been in contact with ATT many times. So far the problem remains: text and data work, but calls do not.

Community Support

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232.9K Messages

1 year ago

We appreciate your response and certainly understand your concerns, Revjack. 

 

Based on the information you've provided, we want to bring you into a Direct Message for further assistance. Please check the message icon in the upper portion of the page and reply.

 

We look forward to investigating this for you!

 

Thanks for contacting the AT&T Community Forums for help.

 

Lynn, AT&T Community Specialist

New Member

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4 Messages

1 year ago

I'm not finding a "message icon in the upper portion of the page"

New Member

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4 Messages

1 year ago

To those following this thread, wondering what happened, they shunted the discussion off into some private message system. I have been assigned an "Urgent Case" number, apparently so important that there's been no response from the at&t cadaver at all.

Turns out, VoLTE is being disabled for this sim. Phone supports it, but it's greyed out, cannot be turned on at the phone. 

Still No response from the att cadaver

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