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AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

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Contributor

AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

Not having a micro SIM, and only the nano SIM from my iPhone 6, I went to the AT&T store to get provisioned over to a micro SIM.

 

There the associate decided, without my knowledge, to change my data plan based on the ZenFones IMEI number.

 

Long story short, I no longer have an LTE based data plan. I was on AT&T chat for 2 hours as they tried to explain to me that:

 

  1. Data plans are based on your IMEI number.
  2. They can't change me back to the iPhone plan.
  3. Since the ZenFone is not an AT&T branded phone they can't guarantee LTE service anyway.

Then I mentioned that my iPhone SIM has been receiving LTE just fine in my OnePlus One for 2 months as I tried out Android. They didn't have an answer for that.

 

So they are taking my case to AT&T technical support to see if an LTE plan can be programmed for me. The employees try to tell me that the reason the phone is not getting LTE is because the phones IMEI number dictates the data plan, and so far, the data plan it dictates is only 3G.

 

If this is the case, then ASUS and AT&T need to work together, fast, to program in an LTE plan for ZenFone 2's. Otherwise my plan is to reprovision my iPhone then swapping sims.

 

Anyone else having luck with AT&T giving you an LTE plan to use on the ASUS ZenFone 2?

 

 

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Message 1 of 68
Teacher

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

You dont need to tell them what the sim is for. Just tell them what size and which line for it to be. Don't even bring your phone in with you.

 

[Inappropriate content removed]

Message 2 of 68
Contributor

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

Same problem here. Same response from customer service. Jedi71, are you also capped at H+? Would an AT&T rep please advise on how to connect the ZenFone 2 ZE551ML at 4G LTE without resorting to lying about the phone's IMEI # (see http://forum.xda-developers.com/zenfone2/general/4g-lte-confirmed-att-t3073711) or switching carriers?

Message 3 of 68
Contributor

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

Yes, exact same problem. I can get H+ data but no LTE. My conversations with AT&T indicate the plan they "had" to put me on is not an LTE plan as my IMEI says it's not LTE capable. At least thats how AT&T sees the IMEI.

 

Even the Asus FAQ on this phone says:

 

If you use AT&T’s monthly mobile cellular data plan on our ZenFone 2 (ZE551ML) and cannot get 4G/LTE speeds with our device(s) only showing HSPA speeds. Please visit AT&T’s website below and contact AT&T to have AT&T provide access on their 4G/LTE networks with our ZenFone 2 (ZE551ML) device(s).

 

http://www.asus.com/support/FAQ/1012017/

 

So ASUS knows there is something about the phone that makes AT&T (T-Mobile was not mentioned) think the ZenFone 2 can't get LTE. But we all know it can if we put in our SIM cards provisioned on other known LTE capable phones.

 

Is that the fix AT&T suggests?

 

 

Message 4 of 68
ACE - Expert

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

to be really candid att could careless about making the phone work.  That is why they pull the you may not get all features when you bring your own phone.

 

I have a nano sim and sim card adapter.  I use it in all my phones when I switch.  I have LTE on my zen 2.  But it was provisioned with my s6 imei number.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 68
Contributor

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

Does your phone say LTE or just 4G? I'm trying to determine if i'm actually getting LTE on my zenfone 2 but all it says is 4G.

Message 6 of 68
Teacher

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

Did you ever get the 4g LTE working on the zenphone 2 ? I want one bad but want to make sure it works.

Ken

Message 7 of 68
Contributor

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

Yes! I did get LTE working on the ZenFone 2. It only shows a 4g indicator, but they are LTE speeds.

I actually did nothing, I finally got an AT&T rep over the phone that gave me an LTE smartphone plan. This flies in the face of what every other rep told me which was "you have a data plan, and if your phone does LTE, it will get LTE." And of course that is not the case, they have to give you a plan capable of LTE.

Unfortunately the zenfone2 IMEI number still doesn't show that it's capable of LTE, so you have to cross your fingers you get a rep to actually give you an LTE data plan.
Message 8 of 68
Teacher

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

Thats great. I have a phone that has a micro-sim card with LTE already programmed. Does the zenphone have a micro-sim and would all I need to do is move the sim ? I still don't understand if you are getting LTE why the phone would not display 4G-LTE.

Message 9 of 68
ACE - Expert

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

The phone will display h or h+ for HSPA which ATT calls 4g.  so 4g=LTE in asus eyes now some phones will say just LTE.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 68
Contributor

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

I had the same problem. I was just getting H+ (3G) data on my Zenfone 2. The rep and manager in the ATT store gave me the same run-around saying that just because the phone is LTE capable does not guarantee that it will get LTE speeds on ATT. I knew that was wrong. So I called the ATT customer service number for tech support and explained my situation. The rep on the phone just reprovisioned my data plan for LTE by rolling it back to the last time that I had an "officially supported" ATT LTE device. So now I am getting LTE data. I guess all the store reps and managers are clueless about this. So yeah, for some reason in ATT's system the Zenfone 2 does not show as an LTE device, but obviously it is. In the information bar on the Zenfone 2 it will now say 4G. That is actually LTE. The rep in customer service tech support confirmed the LTE speeds also.
Message 11 of 68
Teacher

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

So...  I have an HTC M7 4G LTE phone with a MicroSIM.

If I buy the ASUS Zenfone 2, not say anything to AT&T,

and just transfer the MicroSIM from the M7 to the AZ2

should I get 4G LTE ???

I am currently on the MSV15GBw/RO plan.

 

Pete...

Message 12 of 68
Teacher

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

They aren't clueless, they just want you to buy a phone and extend your contract so they get the commission. They are not helping you, because you are not making them any money.

Message 13 of 68
Teacher

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML

My wife and I swap sims to our different phones all the time. Never a problem.

Message 14 of 68
ACE - Expert

Re: AT&T LTE situation with US ASUS ZenFone 2 ZE551ML


@HitShane wrote:

They aren't clueless, they just want you to buy a phone and extend your contract so they get the commission. They are not helping you, because you are not making them any money.


that might be true if ATT was doing contracts in store which they are not and they are not at any authorized retailer.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 15 of 68
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