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New Member

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4 Messages

Sun, Apr 5, 2020 1:16 AM

Galaxy S20 not UPDATING

I bought the phone on launch day and still have not received an firnware update. I called ATT and was told that it's Samsungs fault which is not true because ATT controls the UPDATES via OTA. I just upgraded from an S9 which stopped updating after the first year and had to update at a store. This is getting old when are you going to fix this issue?

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New Member

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4 Messages

8 months ago

Also think its funny you just recommended me Apps for the month fix your priorities

New Member

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4 Messages

Is anyone gonna answer
Constructive

Employee

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15.8K Messages

@Snoopladd85 this is a customer forum not At&t.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

Ok so where is the forum I should be posting in?
Constructive

Employee

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15.8K Messages

@Snoopladd85 there is no forum you need to call them

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
joeldf

ACE - Guru

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548 Messages

While some AT&T people do post here occasionally, all they can suggest is the same things we suggest, and even that is limited to "go to a Ubreakifix and get them to update it" kind of responses.

Actually, this has been an issue with AT&T for a while now. Many people come here complaining about not getting updates, so you are not alone. But it's also not everyone. Plenty of customers are getting updates (so far, I've been lucky with my S8 and S9). Something on their back-end is causing the problems with a significant number of users, but they can't seem to fix it.

And, why the CS rep would still be telling you it's Samsung's fault is beyond me. Sure, the monthly security updates and OS updates are made by Samsung, but once it's out, it's up to AT&T to send them to their branded devices. That has always has been the case.

Now, that does bring up one question... is your S20 an AT&T branded phone, bought from AT&T?

Another question... the latest update for the S20 is the March 1 security update (ATCH) they pushed out on March 24th. Which update are you on?

- Joel
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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1 Message

I am having the same issue; AT&T bought on launch day. I did not even get the security update (ATCH). I am still on ATBN

New Member

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1 Message

Same here. I'm still on February security patch level and ATAW.  I've called both att and Samsung service and they both point to each other. I'm probably going to switch to another carrier. So frustrated. 

New Member

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7 Messages

5 months ago

I have been dealing with the same issue for about a year now. I had an LG V35 previously and it never received updates. I assumed this was an issue with the device and I decided to upgrade through AT&T to an LG V40. I had this device for a few weeks and noticed that it was also not receiving updates. I tried everything that was suggested to do to get updates and nothing worked. Frustrated, I went to an AT&T store and asked to try another LG V40 to see if it was the phone or maybe just and LG issue. The second V40 also didn't receive updates. I then proceeded to ask to exchange for a Samsung Galaxy S10+. This phone seemed to be updated when I received it. I noticed pretty quickly, that it was also not receiving updates. Again, I have tried everything that is often suggested. I called tech support and spoke with someone who was not listening to my issue at all and not understanding that I had tried everything I knew she would tell me to do, yet she still told me to do all of those things anyway. Realizing she had no idea how to help me she apologized and told me there was nothing she could do and to call Samsung. Now I know this is not a Samsung issue, because AT&T is responsible for ota software updates to the user, not Samsung. Even the managers at AT&T stores don't know how software updates are pushed. I proceeded to take my device into an AT&T store again to try and troubleshoot this issue with someone. I spoke with two people the second being the store manager. I told him the entire back story and he told me to get in contact with Samsung, again, I had to inform him how os updates work and that Samsung would just tell me to call my carrier for software update issues. I mentioned I thought that it was clearly not a phone issue and that it was maybe an issue with my account. He scoffed and said that it wasn't possible, so I asked him if I might try inserting one of their store device Sim cards into my phone to see if a Sim not connected to my account would be able to get an update for me. The guy humored me and grabbed a store display device SIM and inserted it into my phone. You know what? Updates rolled in when he did this! So I'm not crazy and there is an actual issue related to my account. You might be thinking that it's the SIMs issue, no, I have replaced the SIM card multiple times to fix this issue. Definitely not my SIM card having an issue. This is a problem I think more people than they understand are having and I hope this helps people troubleshoot their issues with this particular odd problem.

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