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shannaschueller's profile

New Member

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8 Messages

Thu, Feb 24, 2022 1:20 AM

Phone cannot make or receive calls

I have an unlocked Samsung Galaxy S9+ that I bought already unlocked at Best Buy a few years ago.  I was able to receive a phone call last night, but today I can't make or receive calls. My internet, etc. work and I can send and receive texts but not calls. I called customer service from my work phone and she tried all she knew but nothing fixed it. I restarted multiple times, even tried safe mode, nothing changes.  I got a new sim card. The rep used my phone to make a call and it worked.  I got to the parking lot and tried to make calls but couldn't. I went back in the store and he said there's nothing else he can try. I spoke to another customer there who had an unlocked galaxy S10 doing the same and that he had to get a new phone.

Accepted Solution

Official Solution

ATTTimCS

Employee

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349 Messages

9 months ago

Hello Community,

 

There is a lot of great information included in this thread, but we wanted to make sure one troubleshooting step was called out, so it isn’t missed. 

  • A common issue is that some or all LTE service may be toggled to ‘off’ within the device settings inadvertently.  This can cause both voice and data issues depending on the device.

 To Resolve:

  • First:  Determine if the device is “HD Voice-capable” (a.k.a. “LTE Calling”, “VoLTE”, or “Voice over LTE”)
  • Second:  For those experiencing loss of Voice and/or Data service, check the following settings and then power cycle the device. 
    • Apple - based on iOS version:
      • Settings->Cellular->Cellular Data Options->Voice & Data->LTE (select LTE option)
      • Settings->Cellular->Cellular Data Options->Enable LTE (select LTE option)
      • Settings->Cellular->Cellular Data Options->Enable LTE->Voice & Data (select Voice & Data option)
    • Android
      • Go to Settings > Connection > Mobile networks > Enhanced LTE services and select on.

Once complete, please ensure you power your phone off and back on to establish a fresh connection with the network.

The information below is specifically geared to the recent 3G shutdown.  If you were not part of the 3G shutdown, please troubleshoot as normal using the information included in other posts.

Tim, AT&T Community Specialist

New Member

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5 Messages

9 months ago

I have the same problem on my Samsung Galaxy S10 phone. I can receive and send text messages and my Internet works just fine. But if I try to dial a number, it ends immediately and if someone tries to call me it goes directly to voicemail on their end.  I have tried starting & restarting my phone, I've turned it off, I've checked my Airplane mode. I cannot find anything that will make my phone work. There's another phone in this same household that's also on AT&T and they are not having any problem.   Can anyone help me?  I'm not text sabby so please use simple words words and terminology. Thank you.

New Member

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8 Messages

9 months ago

@Wildcatpat do you know if your phone is unlocked (meaning that you can change carriers from at&t to another like t-mobile or another)?  Mine is unlocked and doesn't work same as yours but my husband's phone isn't unlocked and his works.

ATTHelp

Community Support

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203.8K Messages

9 months ago

Let's help shed some light on who's all affected by our recent change, @shannaschueller.

 

We understand the confusion. The same make & model can have different capabilities (Voice, Data, Messaging) based on the carrier. Since you have a non-AT&T branded device bought from a 3rd party, please check its service compatibility.

 

Let us know if you require additional assistance. 

 

Sydne, AT&T Community Specialist

ATTHelp

Community Support

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203.8K Messages

9 months ago

Hey, ! Allow us to check if your Samsung Galaxy S10 is compatible with HD Voice.

 

As you may have heard by now, AT&T is shutting down the 3G network which is enabling our network to better accommodate next generation technologies and services. It’s important to check the model numbers next to your device to make sure it’s still supported since the 3G network shutdown. Read our list of supported devices and check if your phone is on there. If so, then you can still use it. Keep in mind, even if AT&T sells the same make/model, a device sold by another carrier or by the device manufacturer may function differently.

 

Compatible Samsung Galaxy S10 models:

  • G973U (May require a software update to enable HD Voice)
  • G973UC
  • G973U1 (May require a software update to enable HD Voice)
  • G973W
  • G973F
  • G973F/DS

Android Version 12 is the latest software version. If your device requires an update and there aren't any more updates available to download, you can reach out to Samsung Support and ask if they can push the update to your phone. Also, you can find more helpful details on our Forums article titled 3G Sunset Updates and Information. Come back and let us know what model and software version you have. 

 

Jonye, AT&T Community Specialist

New Member

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3 Messages

9 months ago

There is NO reason anyone with a Galaxy S10 should have to get a new phone to make calls.  AT&T can update firmware and solve this issue instantly. Since they won't, leave the company FOREVER! I have a Galaxy 21 but I see what they're doing to customer's now and I won't be around to have it happen to me. 

They can deny this claim all they want bit it's totally possible, simple,  and quick. 

(edited)

Constructive

Employee

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29.9K Messages

9 months ago

Nope if it’s not on the list it won’t work. 

New Member

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3 Messages

9 months ago

Why would you spread that misinformation? Anyone that has a galaxy s10, regardless if it's locked to a provider or unlocked,  email me. I will give you VERY simple instructions on how to cure this issue for FREE! 

It takes 15 mins to d/l everything and about 2 mins to apply the firmware. 

After we get a few ppl share this experience then maybe 'constructive' will quit trying to "help" ppl. 

(edited)

New Member

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14 Messages

9 months ago

itswill99  . Whats you email. 

I have the same issues as Wildcatpat and ATT was no help. Pretty much since my S10 is a G973U1 it won't work. 

(edited)

New Member

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3 Messages

9 months ago

I believe it's in my profile here. [email scrubbed] 

(edited)

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