Troubleshoot your device issues
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woodb01
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The 5th element!

Contributor

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18 Messages

Thu, Mar 10, 2022 1:22 AM

S10 G973U1 BYOD stopped working with 3G network shutdown

My wife's S10 stopped working when they shut down the 3G network in our area. It is listed as a SUPPORTED phone (G973U1) and had been working for almost a year on the AT&T network when it stopped.

I have reset the caches. I reset the network. I have been online to tech support at least 5 or 6 times to get it whitelisted. I have gone to the AT&T store and gotten a new SIM card. When I got the new SIM the phone worked for about 10 minutes then back to the same problem again.

At home if I turn off the WIFI on the phone, it connects to the LTE data network AND it works fine to download data. HOWEVER, it still does not make calls.

On the SIM Card status it shows:

AT&T Network

Service State: In Service

IMS: Registered

Voice and Data Network Type: LTE

Etc., etc., etc.

This is a MAJOR problem with the AT&T network backbone that you have no way to whitelist these phones on the new platform! This is a total MESS!!!

WHAT CAN I DO TO GET THIS RESOLVED?

I have been an AT&T Wireless Customer for OVER 25 years. My family is all on the wireless plan. Before that I was an AT&T customer for many years. This has me at the point of going with a different carrier. If I have to switch phones I might as well switch to Verizon. After all, if I have to change phones why not switch carriers too?

New Member

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18 Messages

4 m ago

@woodb01 Welcome to the club. Despite being on the list of approved phones, there are no reports of anyone getting one to work successfully.  I had a thread going on this exact topic, but @ATTHelp actually deleted all their comments, then marked it private so that nobody could read it anymore.

25 years is a pretty good run, but ATT doesn't care.

woodb01

Contributor

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18 Messages

4 m ago

GET ON ALL OF THE STOCK MARKET FORUMS and post this for people to see! Let them know that ATT is running customers off and will be showing fewer subscribers! HIT THEM WHERE IT HURTS IN THEIR SHARE PRICE!

ATTHelp

Community Support

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192K Messages

4 m ago

We understand how important it is to have a properly working device, @woodb01 and @vtbeerloverguy! Here are a couple of steps that can help to resolve your experience.

 

First, make sure that the exact model of your phone is at least one of these supported devices: G970U*, G970U1*, G970W, G970F, G970F/DS. Please note that the model numbers marked with an asterisk will need to have their software updated in order to continue making and receiving calls.

 

To update your software version with models G970U and G90U1, follow these steps which are found at our Device Support Center:

  1. Make sure your device is fully charged and connected to Wi-Fi.
  2. From the device home screen, swipe down from the Notification bar and tap Settings.
  3. Scroll to and tap Software update, then Check for updates.
  4. Follow the on-screen prompts to download and install the update. The device automatically restarts once the new software successfully installs.

Besides software updates, customers have reported that the steps below have helped resolve their experience:

  • Updating the SIM card. (To upgrade your SIM, visit your nearest AT&T Store.)
  • Updating the APN settings following these instructions:
    1. Tap your Settings menu.
    2. Choose either Wireless & Networks, More Networks, or Connections.
    3. Tap Mobile Networks, then Access Point Names.
    4. Find and select the option to add a new APN. You may find a plus (+) symbol on the screen, or tap the menu button.
    5. Program each field using the settings found in the table.
    6. Save your changes to return to the APN's menu and choose the new APN.

If these solutions do not work, you will need to upgrade to an HD Voice capable device, upgrade your SIM, or both.

 

Also, please be advised that devices not sold by AT&T may not be compatible with all services, so even if AT&T sells the same make/model, a device sold by another carrier or by the device manufacturer may function differently.

 

We hope this info helps. Thank you for contacting AT&T Community Forums.

 

Lar, AT&T Community Specialist

woodb01

Contributor

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18 Messages

4 m ago

@frustratedusergoogleplex - unable to use the temporary fix code you provided. That code seems to assume you are currently ON the ATT network and not denied access.

woodb01

Contributor

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18 Messages

4 m ago

For the devices that need a software update, where can we find this update?

New Member

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211 Messages

4 m ago

@woodb01 you'll have to find it on XDA forums or similar and use the Odin app on your PC to flash the firmware.

New Member

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5 Messages

4 m ago

I am hearing reports from friends of devices "magically" starting to work between 12-2 today after reboots. 

This coincided with the time window where I backed up and factory reset from the hidden boot menu  my phone and it started working again.
 
Smells like ATT quietly changed something. 

New Member

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211 Messages

4 m ago

@frustratedusergoogleplex are you using a G973U1 as well?

What's this hidden boot menu? 

Thanks! 

New Member

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6 Messages

4 m ago

I hate it when ATTHelp says stuff like, "If these solutions do not work, you will need to upgrade to an HD Voice capable device..."

This is so condescending.  Those S10s are all HD Voice/VoLTE capable, but if AT&T refuses to either provision the device or push the appropriate updates, you're hosed!  AT&T just needs to be honest with people.  They are extorting you, so you'll buy a new phone.

New Member

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18 Messages

4 m ago

Hey @ATTHelp , guess what? After dozens of hours with ATT support and two visits to the ATT store I got my G973U1 to make a VoLTE call!!

 

Wanna know how I did it?  I didn't buy a new phone.  I put in a T-Mobile SIM, where their system permits G973U1 to do VoLTE and Wifi Calling. Shortly after I put in the T-Mobile SIM, I got this message.

And when I looked at the carrier provisioned settings, low and behold, VoLTE was enabled!

I put the ATT SIM back in....
Please help us. Here's a list of things it's NOT:
1) The phone hardware
2) The phone software
3) The SIM
4) User configurable settings
The ONLY thing I did for my test was to swap out the ATT SIM for a T-Mobile SIM, and immediately my phone was making both VoLTE and Wifi calls.  If you see all of this and you still don't see where the problem lies, you should consider another line of work.

New Member

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5 Messages

4 m ago

My sim worked in 2 other phones so it wasn't the sim
My son's sim did not work in my phone and mine worked in his. 
My son and wife have identical phones and service and their phones work fine so it isn't the hardware version. 

Too many people with identical issues so blowing part of the chipset while possible is really really unlikely and should not affect the code. 

I wondered if my phone might have had a an update that went weird so I backed up my phone to my pc and performed a factory reset and it works fine now.   

Just to be clear I used recovery mode for my factory reset. 
My hypothesis is that sometimes bundled updates(reset and get the latest update) are a bit different than stacked updates(get a monthly update). 

I have seen monthly updates allow rare errors to creep in. 

Yes this is a pain. 
I was lucky enough to have a spare phone I could transfer my work 2factor auth to so I could wipe my phone. 



New Member

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211 Messages

4 m ago

@vtbeerloverguy not surprising! Did you switch to t mobile... Or just borrow a friend's sim to test?

Just leave. It's just not worth it imho. 

New Member

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18 Messages

4 m ago

@frustratedusergoogleplex are you saying that you have a g973u1 on ATT, making VoLTE calls after a factory reset(via recovery)?

@centaurus3200 I haven't switched yet. Just testing out my daughter's Red Pocket (TMobile) sim to confirm what we already knew.

Fl_retire

ACE - Professor

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2.5K Messages

4 m ago

@frustratedusergoogleplex What does the T-Mobile Sprint 3G (CDMA) network retirement mean to me? On March 31, 2022, Sprint's older 3G (CDMA) network will be retired

Is Tmobile shutting down?
T-Mobile US has confirmed that it will shut down its 3G network on 1 July 2022. The cellco's official clarification comes a matter of weeks after internal employee documentation indicated that T-Mobile was on course to deactivate the platform in October 2021.
woodb01

Contributor

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18 Messages

4 m ago

I did finally get my wife's phone working. What I did was download the Samsung Band Selector app from the Play Store. Then I activated the WDCMA All option. It forces all of those toggles to "on" in the backend. The phone has been working fine since then. 

For me, the Samsung star "*" code did not work. However, there is a way around that and I will be doing that soon to make the VoLTE toggle setting directly available rather than through the app.

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