AT&T Community Forums

Two brand new S20 Ultra has Advanced Messaging turned on but it stopped functioning on August 4th.

I just chatted with AT&T for this issue with our brand new S20 Ultra phones. We purchased the phones on 7/29 from an AT&T store. The Advanced Messaging worked for literally two weeks and then, although turned on, stopped working. The chat is no longer showing delivered, or read, you can't see when the other is typing. The transcription feature on the Visual Voicemail doesn't work either (though that never has).

AT&T online support person (on 8/10) claimed they ordered a push from the manufacturer (Samsung) to fix our phones. We were to receive the fix within 6 hours and that will correct the issue. No push was ever received (unless there is no sign of the push). The phones still aren't functioning properly. They are $1400 each!!!!!

Ready to return these phones.

Responses

ATTHelp

Community Support

•

221.3K Messages

3 years ago

We apologize about your experience, @Harrmandi!

Let's look into the issues you're currently experiencing with your Samsung Galaxy S20 devices. It's recommended that you first power your devices off then back on again. This action usually helps devices function effectively by closing background apps and clearing any data remaining in the RAM.

Also, check whether your phones are truly installed with the latest software update. Follow the steps presented at our Device Support center and follow the instructions to update your phones. Simply select your make and model then select System followed by Software version. Update if prompted.

Let us know how this worked for you.

Lar, AT&T Community Specialist

0

H

Harrmandi

New Member

•

9 Messages

3 years ago

Hi Lar,

We have rebooted both phones numerous times and have them scheduled to reboot every morning at 2am.

Additionally, we have both verified that our phones have the correct software update.

I would love to get this issue resolved, as we are considering returning the phones.

0

formerlyknownas

ACE - Sage

•

111K Messages

3 years ago

Just an fyi, none of AT&T phones have voice mail transcripts anymore. And Verizon charges extra for it.

0

H

Harrmandi

New Member

•

9 Messages

3 years ago

Then AT&T needs to educate their support team. The person I chatted with stated that transcription was an option and he supposedly turned it on in the backend so that it would work. (It doesn't) We had it for free with Sprint. :( If this is accurate, there is another strike against AT&T. At least the Sprint help desk could resolve your technical issues.

0

formerlyknownas

ACE - Sage

•

111K Messages

3 years ago

@Harrmandi

Transcription? Or visual voicemail? Most people don't get the difference.

I assume it doesn't work because even if they provision on the backend, it's a phone feature you don't have.

The industry turnover is a little longer than the lifespan of facial tissue. Employees barely have time to learn their own pervue, not that of the various manufacturers. And tech support ain't sales.

Transcription is a phone feature, that AT&T elected not to pay extra for on androids anymore because the feature stunk. I stopped using it because it often transcribed wrong. I almost deleted a message because it was obscene when transcribed, and nothing like the actual voicemail left (thank goodness I listen to the voicemail as well)

It's built into iPhone.

It was a feature with operating systems prior to nougat/android N.

I see no reason phone support would know this unless they use Android with AT&T, which you have about a 10% chance of that being the case when you call.

0

H