Still have not received S21+ Android 13/One UI 5 update

So The REAL problem is it won;t realize there are updates out there. When checking for an update it keeps saying " software up to date" but it is not.

Spoke with ATT cust service...then waited and spoke with advanced repair. They tried sending updates but no good.  I connected it to Samsung Smart Switch and it says software up to date...which is completely wrong. I got the phone from the dealer back in May 2021...and the security software still says "May 2021". It wont update the os as for some reason it "thinks" it is current but this is way off base.

Advanced tech support is having me go to the dealer...I have an appt this evening at the ATT store...the repair depart says they can update me at the store...we shall see...

I dont know of anythign else I can try to do short of a factory reset ( and I asked adv repair if I should do that and was told no...to go into the store) so guess we shall see what happans

@tortcat 

This was a common problem a few years back, but AT&T seemed to mostly finally resolve it.  I say mostly because there are some that still weren't getting updates.  You seem to be one of those that never got fixed.

What apparently happened was that somehow AT&T's back-end services that keeps track of AT&T phone updates loses the connection between your account and the phone's IMEI. 

For a while, there was a small, but significant enough percentage of AT&T's Samsung phones of all models that weren't being seen by the update services to send updates to them.  The cellular account services would see them - which is why phone calls still worked, but not the services that push the updates.

That's why even when a customer service rep would say that they pushed an update, the phone would still never actually get it.  No matter how many times they would try, it would never work.

Are they telling you that an AT&T store could install the updates?  I'm not sure.  Maybe a corporate store.  But a uBreakiFix store definitely can perform such updates. If there is one near you.  From past postings about it, usually once you are finally up to date, subsequent updates finally start coming in on their own again.

And, yes, AT&T has had Android 12 for that phone since way back early in the year.

Thanks Joel.  Ya was a bad experience tonight. The ATT store was useless...spent an hour as they kept calling people...then they told me to drive to a Best Buy with a samsung store...I would not leave until they called , so they called   and best buy was on the phone and made me an appointment...drove there... about 45 mins away...only to find out they did not have the equipment so they said to go to another store...got there same issue.  Disgusted I came home.

I have done a factory reset and same issue. Dang software still stuck at version 11...may 2021 security update.

So basicly...I am hosed. I can either file a claim with Asurion and pay the $250 deductible....or live with reduced functionality.  AND I still have like a years worth of payments to boot.

Never seen such poor customer service.  

Hey there, tortcat! That software version should have already pushed to your device.

On March 8, 2021, AT&T released a software update for the Samsung Galaxy S21 5G/Galaxy S21+ 5G/Galaxy S21 Ultra 5G (G991USQU2AUB5) via Firmware Over the Air (FOTA).

No worries. Your device should receive the latest software simply by following these steps to determine your current device software version and check for updates:

View software version

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

Check for updates

1. From the Settings screen, scroll to and select Software Update then select Check for updates.

2. Select OK. If an update is available, follow the on-screen prompts.

    

   • Note: If an update is available, follow the on-screen instructions to perform the update. If an update is not available, select OK.

If the version does not match the new specifications, then you will want to perform additional updates until it does.

Also, at Update your phone or device software you can find how to Get available software updates:

There are other steps to apply. Give this a try and let us know how it works. Thank you for reaching out to the AT&T Community Forums.

Carlton, AT&T Community Specialist 

Carlton...Kindly please read the post.

The ENTIRE problem is that when checking the "update software" button...it says " everything is current".

But is is NOT.  Same thing happan's when connecting the phone to samsung switch. It says " software is current"  but again it is now.

I spent over an hour at the Cedar Park Texas ATT store tonight while everyone fumbled around, and told me I should file a claim with the insurance as they had NO idea why ATT advanced support would send me to their store.  I was then sent to a far off best buy that could not help whom sent me to another.

ATT sold me, ( and I am still paying for it seems ) what seems to be a BAD phone.

ATT should stand behind their product ( and the fact we have 5 lines with you for years) and offer to FIX this or replace it.   It has become clear after the factory reset that this phone is stuck on its original software and has never updated.

PLEASE feel free to contact me as I would love to be able to get this worked out.

\

Thank you.

( and please...dont give people  a canned response to do the same things about updating the software when they tell you the update button does not provide that option)

Chill, it hasn't been released yet.   It was only announced it would come out before the end of this year a few days ago. 

Security patches are just going through on unlocked s22.  (I got one yesterday) 

And it has to be tested for carrier devices before they push it to branded phones.

AT&T never sends out announcements prior to releasing software updates

Yeah, it's still only in beta testing right now.  And AT&T never opens their phones to any beta test, so you can't even try that.

I have an unlocked s22 and I'm still waiting as well. I don't get it usually the unlocked versions get the updates before carrier versions. 

@Srgnt_Sniffer 

Is your phone AT&T branded? And, are you in the US with an active AT&T SIM on the AT&T network?

If so, updates tend to go out in waves. You just may be in a later wave.

Have you normally been receiving updates since getting your phone?

If it's an AT&T phone you have to use it with an AT&T SIM card and service in the United States in order to get the updates.

If I'm not in the US at the moment and I have a SIM card from the country I'm in, is there any way I can upgrade phone?

Hello @awardowich, we understand the importance of keeping your device up to date. We're happy to help with information on updating your device. 

Thank you, @formerlyknownas for that helpful information. That is correct, software updates are done over Wi-Fi, so they don't affect your data use. Make sure you’re:

• Located in the U.S. and on our wireless network.
• That your SM-S901U is able to connect to a strong Wi-Fi signal.

Software updates on our website are only available for AT&T branded devices. Keep in mind:

• The update may not work if you brought your own device to AT&T.
• You can check with the original carrier or manufacturer for software updates

For additional support while abroad, to best serve you while out of the country; please call +1.314.925.6925 (free from device). We're here if you have any questions. Thank you for contacting AT&T Community Forums.

Alasani, AT&T Community Specialist

@awardowich 

If I'm not in the US at the moment and I have a SIM card from the country I'm in, is there any way I can upgrade phone?

Not from AT&T, no.  And being an AT&T branded phone, it will only get updates from AT&T's update servers while on the AT&T network using an AT&T activated SIM.

You will have to Google how to manually install the generic firmware yourself.  We can't discuss how on these forums.  Some places to check include the xda developers forum or the android central forums.

It is pushed to your phone when it gets pushed to your phone.  AT&T never gives us a timeframe for when an update will come.  Usually, it's around the time that other devices of the same model get them.  If other Note 20s are getting them in US, then AT&T phones are usually not too far behind.  But AT&T also updates in waves - not all at once.  Usually updates are push over the course of a couple weeks.