H

New Member

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3 Messages

Sat, May 2, 2020 2:49 PM

No updates

I'm currently on my 3rd Samsung phone (2 Note 9's, and my current S10+). I've tried for over two years to get updates resolved. AT&T says they will push them, sent me to local store, Best Buy, Samsung, etc. No updates will happen on my number. I've reset the phone and tried to use the Samsung software connected to my PC. I've had this S10+ for over a year and it is still running Android 9, with a security update from March 2019. Checking for updates says there are no updates. Since this has occurred on 3 different devices it seems to me this issue is related to the number/account at AT&T. I've tried their support, but it is horrible. I keep getting transferred, and the last wait time was 60 minutes, but then it times out due to inactivity. I'm honestly done with AT&T, but wanted to try this route to see if anyone else has experienced this.
ATTHelp

Community Support

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180.7K Messages

2 y ago

Hello, @HogsRule,

 

Thanks for reaching out. Here's things to know about mobility software updates through AT&T.  Does your device meet the requirements to receive the update? The requirements are:

 

  • It must be an AT&T branded device.
  • The device must be on the AT&T network to receive the update.
  • The device must be compatible for the update.
  • The device should be on a Wi-Fi connection.
  • The device must have the space to accept the update.
  • If the device wasn't originally on the network, the update may fail.
  • The device should be at least up to 80% power.

If your device meets those requirements, you should be able to follow the steps in the preceding link to manually update your device.

 

Have a great week.

 

James, AT&T Community Specialist

New Member

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3 Messages

Yes it meets ALL of these, and yet AT&T, Samsung, Best Buy or UBreakIFix can't figure it out. AT&T sent me a new Note 9, same issue. Purchased a new S10+ from AT&T, still same issue. Nobody has ever seen this and nobody knows how to fix. As I told AT&T this has to be on the number or account, since exact same thing happens on 3 different phones, all meeting the above requirements.
ATTHelp

Community Support

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180.7K Messages

Hello, @HogsRule,

 

Thank you for that information. Which OS is your S10+ running? What's the base band version? You can find the baseband version by following these steps:

 

  1. Swipe down from the Notifications bar, then select the Settings icon.
  2. Scroll to and select About phone.
  3. Select Software information to view Android version and Baseband version.

Please let us know.

 

James, AT&T Community Specialist

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*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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3 Messages

Android Version is 9

Baseband version is G975USQU1ASD3
ATTHelp

Community Support

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180.7K Messages

Greetings @HogsRule,

 

Thanks for providing the latest software update that you've on your mobile device. We'd recommend you reaching out to our Advanced Technical Support at 800.331.0500.

 

Jacob, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.
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