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The Samsung Galaxy S24
GFUR23J's profile

Teacher

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14 Messages

Saturday, April 27th, 2019 10:19 PM

No mobile data on international unlocked Galaxy S10e

I recently activated a new international unlocked S10e at a retail store. I checked in advance and understood it to be simple to activate. It's a dual SIM model with only SIM1 installed (a new one). Voice and SMS work fine, but MMS and mobile data do not work at all. WiFi data is fine. Only mobile data is failing. I get the 4-bars showing network strength, but no LTE or other indicators. The phone has traveled 400 miles and has been consistent in working in this fashion.

 

I've had a couple of tech support calls and have reconfigured some of the APN information + lots of reboots. Ticket was escalated and they checked the configuration on the back-end. I'm told "it should work" but now they are now pretty much done trying to fix it. I plan to have the SIM replaced as a last ditch.

 

I have tried reconfiguring APN for "phone" instead of NXTGENPHONE and I can get data over H+ so something is working. But I prefer to get it working as it should, or otherwise I will be forced to try an alternate carrier or return the phone. I'm not sure if it's a common problem with the new S10s, an international/AT&T mis-match, or a simple configuration issue. Anyone seen this before? Thanks for any help.

Community Support

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232.1K Messages

5 years ago

Hello, @GFUR23J,

 

We'd love to look into your data issue further. To do so, we'll need account information.

 

We are sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to the message with your specific account details.

 

James, AT&T Community Specialist

Teacher

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14 Messages

5 years ago

Hi James. Thank you, I will do that.

Teacher

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14 Messages

5 years ago

Still broken by the way, although I now have service on 3G. This forum was not helpful. I visited an AT&T store and they said all they can do is set the APN. I contacted the seller of the phone and they also said I should set the APN. I have 3-4 different APN configurations and only the 3G config works (APN = "phone"). NXTGENPHONE does not connect.

 

This guide is helpful for setting APN configurations:

https://apn.gishan.net/en/apn/att/samsung-galaxy-s10

 

Mobile Voice Network Type is UMTS and Data Network Type is HPSA+ when APN = "phone". I suspect that voice is working over 3G and not LTE (never get an LTE icon... just signal bars). Some testing apps show 3G performance.

 

I have noted that my Service Provider Version is XSP (Singapore) and not ATT so I suspect a firmware flash could be required to ensure that AT&T sends me updates. The AT&T shop indicated that re-provision of the SIM and/or re-provision of LTE service to the phone won't help. AT&T will not (doesn't know how to?) flash the phone and indicate that it must be replaced for that to happen.

 

James from Customer Care (@ATTCares) here on this forum contacted me initially asking me for information. I responded to him in IM but he never came back to me.

 

I think I have 2 options left: 1) download and flash the AT&T firmware. This makes me nervous because it's new to me... I'd prefer to have AT&T do it but since it's not their phone, they won't. 2) contact Samsung for a warranty replacement. It's possible that the phone has an antennae problem, but I suspect not. But if I replace it, Samsung may well send me an AT&T flashed model that works.

 

Meanwhile, I use the phone on 3G. Love the phone. It's really great. And WiFi is great -- and I use it a lot now. It's just the mobile wireless technology that isn't working right.

 

Anyone know of a service that can flash the phone's firmware for me?

ACE - Sage

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117.6K Messages

5 years ago

I’ll tag @GLIMMERMAN76  for further comments 


@GFUR23J wrote:

Still broken by the way, although I now have service on 3G. This forum was not helpful. I visited an AT&T store and they said all they can do is set the APN. I contacted the seller of the phone and they also said I should set the APN. I have 3-4 different APN configurations and only the 3G config works (APN = "phone"). NXTGENPHONE does not connect.

 

This guide is helpful for setting APN configurations:

https://apn.gishan.net/en/apn/att/samsung-galaxy-s10

 

Mobile Voice Network Type is UMTS and Data Network Type is HPSA+ when APN = "phone". I suspect that voice is working over 3G and not LTE (never get an LTE icon... just signal bars). Some testing apps show 3G performance 

Voice with always be H/H+. The phone isn’t eligible for Voice over LTE.  

 

I have noted that my Service Provider Version is XSP (Singapore) and not ATT so I suspect a firmware flash could be required to ensure that AT&T sends me updates. The AT&T shop indicated that re-provision of the SIM and/or re-provision of LTE service to the phone won't help. AT&T will not (doesn't know how to?) flash the phone and indicate that it must be replaced for that to happen.

You will not get updates through AT&T and the software can’t be flashed because At&t doesn’t have license to do that.  

 

James from Customer Care (@ATTCares) here on this forum contacted me initially asking me for information. I responded to him in IM but he never came back to me.

AT&T has shown no interest in supporting the BYOD community.  And buying a non US unlocked phone, especially difficult, so they can’t be bothered. 

I think I have 2 options left: 1) download and flash the AT&T firmware. This makes me nervous because it's new to me... I'd prefer to have AT&T do it but since it's not their phone, they won't. 2) contact Samsung for a warranty replacement. It's possible that the phone has an antennae problem, but I suspect not. But if I replace it, Samsung may well send me an AT&T flashed model that works.

Very likely Samsung will send you an At&t model.  

Meanwhile, I use the phone on 3G. Love the phone. It's really great. And WiFi is great -- and I use it a lot now. It's just the mobile wireless technology that isn't working right.

 

Anyone know of a service that can flash the phone's firmware for me?  That’s glimmerman turf

 


 

Teacher

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14 Messages

5 years ago

@lizdance40, thank you for your reply. Sorry for the belated response. You confirm what I suspected but I couldn't get firm answers.

 

AT&T has shown no interest in supporting the BYOD community.  And buying a non US unlocked phone, especially difficult, so they can’t be bothered.

This upsets me because I specifically went to the AT&T store and asked before I got the phone. I was assured that it was compatible with the AT&T network and that they could configure it. After I bought the phone, they could not get it to work. They could have just as easily warned me that they can't (or won't) support it fully.

 

I'm considering to move it (and my whole family) to T*Mobile if they'll support the phone.

 

Anyone know of a service that can flash the phone's firmware for me?  That’s glimmerman turf

I'll follow-up on this. Thank you.

 

ACE - Sage

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117.6K Messages

5 years ago

@GFUR23J 

@GLIMMERMAN76  hasn’t responded to the tag in.

  I’m not sure if the Singapore version differs from global.   

99 times out a 100 activating a sim with a working At&t phone (any cheap phone will do) can provision the sim and the IMEI will dummy in At&t system.  It’s up to you if you want the expense and trouble to stay with At&t.  

I always advise purchasing unlocked devices from verified sources, like Best Buy.  BB carriers over a dozen unlocked phones, as well as unlocked versions of the Samsung flagships.  Those are phones that will work without hassle.  

 

ACE - Expert

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23.9K Messages

5 years ago

You may have a region locked phone...  You can't flash US firmware on a overseas phone.  The North American models use different SOC than everywhere else.

Teacher

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14 Messages

5 years ago

You may have a region locked phone...

How to determine this? I bought the phone specifically identified as international, unlocked, and suitable for US activation on AT&T or T-Mobile.

 

Here's the eBay phone listing (or similar). As indicated, I verified with AT&T before purchase.

 

- Our items can be used World Wide with any GSM network that support phone's bands.

* No Region Lock - can be use worldwide *

Teacher

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14 Messages

5 years ago

You can't flash US firmware on a overseas phone. The North American models use different SOC than everywhere else.

Ah... you are saying that a AT&T NA S10e uses a Qualcomm Snapdragon 855 while the international model uses the Exynos 9820 Octa.

 

Honestly, I'm having a hard time understanding how the international phones are ever intended to work on the AT&T NA networks -- despite my prior (perhaps inadequate) research and verification that indicated that it should not be an issue.

ACE - Expert

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23.9K Messages

5 years ago


@GFUR23J wrote:

You may have a region locked phone...

How to determine this? I bought the phone specifically identified as international, unlocked, and suitable for US activation on AT&T or T-Mobile.

 

Here's the eBay phone listing (or similar). As indicated, I verified with AT&T before purchase.

 

- Our items can be used World Wide with any GSM network that support phone's bands.

* No Region Lock - can be use worldwide *

You need to get a cheap ATT prepaid Phone that has LTE data and give ATT the IMEI of that phone.  Then put the sim back in your phone.  ATT's system thinks your phone is 3g only.  I reread your first post as you have 3g aka 4g working by it saying H or H+.

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