Troubleshoot your device issues
rachellb's profile
rachellb
#1 Star!
The 5th element!
Helpful 1

New Member

 • 

10 Messages

Sat, Mar 12, 2022 2:15 AM

Shout Out! 3G Sunset issue

This isn't a question, just a shout out for the manager at my local AT&T store. @ATTHelp is tagged so they see this recognition.



The manager sat with me for two hours today doing everything in his power to get my unlocked Samsung S10 to make and receive calls. He succeeded at one point! But it took out my data. He tried all the work around, even called tech support, they exhausted every avenue. Their best efforts were made and I was gifted a new phone (yes, free!) from the manager. Is it the best phone, the most amazing model? No. Is it a working phone? Yes. I'm not picky and it'll hold me over for now.

Sad news for you folks with unlocked Samsung phones on the AT&T whitelist like me.They don't have an immediate solution to the problem, they're working on it, but it'll probably be a while before they fix it. I was lucky to be gifted a free phone. Many of you will probably have to purchase a new one or switch carriers if thats your preference. 

I just wanted to make this post to recognize amazing customer services as I saw it. The retailers are trying their best with information they have. Be patient with them! Kindness goes a long way!

ACE - Sage

 • 

97.4K Messages

4 m ago

Breath of fresh air among grumpy posts! 

🏆

ATTHelp

Community Support

 • 

192K Messages

3 m ago

That's great news, ! We're exited for you!

 

We appreciate you for sharing your experience with the community! We went ahead and forwarded your feedback for recognition.

 

Enjoy your new phone! Thank you for visiting the AT&T Community!

 

Jonye, AT&T Community Specialist

rachellb

New Member

 • 

10 Messages

3 m ago

@formerlyknownas 

Thanks! Hopefully other people see this post also and understand that even the unlocked phones on the whitelist are having issues. Mine was 100% on that list, approved make and model, completely updated. I did all the troubleshooting, resetting the network settings, adding in the APN, etc. As of right now the best solution for most people is to just get a new phone and hope they can fix the issue soon for the devices they have whitelisted. From my understanding from the manager it's an issue they're actively working on and it'll take some time, but they aren't purposefully leaving their customers with approved BYOD in the dust. They just didn't forsee this being an issue.

If they fix the issue I'll just gift my old phone to my boyfriend who needs to upgrade eventually. 

Good luck to everyone who reads this post! 

SPython

Voyager

 • 

57 Messages

2 m ago

@rachellb 

The only viable currently available solution is to flash your phone back to UI 4.0  Samsung borked the CSC on the UI 4.1 update for unlocked phones.  Please refer to this thread:
https://forums.att.com/conversations/more-att-prepaid-discussions/cannot-make-or-receive-calls-on-non-att-4g-phone-3g-sunset-is-to-blame/6251b822a7e2d409585d269a?commentId=62563942453e2f45c8bcc9c3&page=4

(edited)

SPython

Voyager

 • 

57 Messages

2 m ago

@rachellb  @ATTHelp 
Att really should stop wasting hours of folks time with these their useless tech support.  The update that disabled your phone is from Samsung - not ATT.  This was first reported in November 2021 with the S21 unlocked phones and the recent update in April has disabled VoLTE on the S10 series - so don't expect Samsung to get their act together anytime soon.  You need to flash your phone back to UI 4.0

https://forums.att.com/conversations/more-att-prepaid-discussions/cannot-make-or-receive-calls-on-non-att-4g-phone-3g-sunset-is-to-blame/6251b822a7e2d409585d269a?commentId=62563942453e2f45c8bcc9c3&page=4

rachellb

New Member

 • 

10 Messages

2 m ago

@SPython 

They've already fixed this issue and I'm back to using my S10. They sent out an update that enabled VoLTE and Wifi Calling. 

SPython

Voyager

 • 

57 Messages

2 m ago

@rachellb 
As I have explained to you - your phone model is US issued.  The series ending in "F" is an international phone and some of those - eg; the SM-G975F - are whitelisted by ATT but are affected by the UI 4.1 update and no patch has yet been released for those.  I was unaware that this problem also existed on US S10+ phones.  The UI4.1 update affected a range of international phones with serial numbers ending in "F".  Good that your problem was resolved - but it has not been for other users, unfortunately.

The last update available from Samsung for the SM-G975F is G975FXXUEHVC6 released 2022-03-25 and available in the US at the beginning of April.  Anyone who installs that update on an unlocked international phone will not be able to make or receive calls.  This affects other phones than the S10 in the "F" series.

Here is the link to Samsung's announcement page for their updates.  Hopefully, in the future there will be a patch that fixes this and when it is released it should appear on that page:
https://doc.samsungmobile.com/sm-g975f/dbt/doc.html

(edited)

Need help?
Fix, replace or check device delivery
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.