What is happening with 3G?
N

New Member

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7 Messages

Tue, Dec 31, 2019 3:02 AM

My Galaxy S9 does not receive updates

I have an AT&T branded Galaxy S9. Fully owned, no payments, not blacklisted. Using it on AT&T Prepaid's Unlimited Plan (the one without hotspot) since February 2019.

My phone's security patch level is March 1, 2019. My Android build number ends in SC7. Every time I check for updates, it says my software is up to date. According to AT&T's website, the "up to date" software for the Galaxy S9 is security patch level November 1, 2019 with a build number ending in SK6.

So far I have tried:

1. Checking for update through mobile data and through Wifi.

2. Clearing cache for the the update app.

3. Connecting to Samsung Smart Switch on my PC (it says my software is up to date (SC7))

4. Factory reset of the phone wiping all data, then checking for update.

5. Getting a replacement SIM card from an AT&T store.

Nothing has changed.

Any ideas why my phone seems singularly destined to not receive an update from AT&T?

New Member

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8 Messages

2 y ago

I have been dealing with the same issue for about 6 months 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 have noticed recently, that it is 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 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.
ATTHelp

Community Support

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175.7K Messages

2 y ago

Hi @NateHawk,

 

Thank you for reaching out to us today. We'll be delighted to assist you.

 

At this point, based on what you've already tried, your best bet would be to either visit an AT&T store and have a technician look at your phone or, if you have insurance, to file an insurance claim.

 

Darais, AT&T Community Specialist

New Member

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8 Messages

Yeah, it's not the phone that is the issue, it's AT&T that is the issue at this point. There is something going on beyond the physical device. Is there anyone at AT&T that can help, or should I expect to forever get the run around?

New Member

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2 Messages

1 y ago

as of 5/29/20 I still cannot get my S9 (AT&T) to update past ONE UI 1.0 and Android 9.0.0. It will not update. This is becoming infuriating. The AT&T store was essentially useless as I suspected. They want to shift the blame on Samsung and I don't think it's Samsung's fault

(edited)

New Member

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4 Messages

1 y ago

So floydamous...you then had the android 10? Using the stores sim?  Is it updating correctly now?  What do you mean by a store display device sim? Did they find how to fix your account?  Same thing happening with note 9

 

(edited)

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