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Re: Not getting 4G LTE, only H on Moto Z2 Play

Contributor

Not getting 4G LTE, only H on Moto Z2 Play

Hello,

 

I activated my AT&T Prepaid service on Friday, and for some unknown reason I'm not getting 4G LTE service on my phone, all I see is the H.

I have correct APN settings (verified by in-store AT&T guy and couple of customer service reps over the phone) on my Moto Z2 Play Unlocked.

It worked last year smoothly, then I went overseas and after returning I ported my number back to AT&T, but now it's not working which is annoying as I am paying for LTE service and not getting any.

I would really appreciate if someone look into the matter and help me.

Thanks

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Message 1 of 6
Administrator

Re: Not getting 4G LTE, only H on Moto Z2 Play

Hello @confusedcust11

 

Allow us to check this out for you!

 

  • To get started, are you able to send/receive phone calls, texts etc?
  • Do you receive any error notifications, and what does the error messages say?
  • Have you checked if there is a available device software update?
  • Do you experience mobile connectivity issues in public areas, at home, or at work?

Fill us in more details to investigate.

 

We look forward to hearing from you!

 

Dwight, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 6
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Tutor

Re: Not getting 4G LTE, only H on Moto Z2 Play

I set up my ATT prepaid (8gb plan 300/yr) on Oct 2, 2019. I have a moto X4 device. I also am not getting any data. Only get an H connection. I have spent hours on phone with ATT reps without success.  I have been to local ATT store ywice for new SIM card.  Last time they re-provisioned my SIM, I I still was not getting data. I asked the store clerk to put the SIM in her phone she was not able to get data also. The problem appears to be with how the data is provisioned in my plan and to my number.

 

I Had this phone less then two weeks earlier on ATT MVNO  (Red pocket)  with great speeds and connections. Switched to ATT and getting nowhere.  I thought that was an upgrade, more data low price. boy so far no data higher price. 

Message 3 of 6
Contributor

Re: Not getting 4G LTE, only H on Moto Z2 Play

Hello ATTCares,

 Thanks for the reply.

-> are you able to send/receive phone calls, texts etc?

Yes I am able to send/receive phone calls and texts.

_> Do you receive any error notifications, and what does the error messages say?

There is no error messages on the phone

-> Have you checked if there is a available device software update?

Yes I have checked everything. There is no device software update.

->Do you experience mobile connectivity issues in public areas, at home, or at work?

No connectivity issue. Just not getting high speed LTE internet. Just getting H on mobile data. I contacted ATT customer Rep line numerous times but they are unable to solve it. All they are telling me to keep changing my APN settings which I did it numerous times.

 

Thank you

 

Message 4 of 6
Administrator

Re: Not getting 4G LTE, only H on Moto Z2 Play

Hello, @confusedcust11,

 

Thank you for the information. We'd love to help with this. Have you reset your network settings yet? If not, do this:

 

  1. Go into Settings>System>Reset.
  2. Tap Network Settings Reset.
  3. Tap Reset Settings. You maybe prompted to enter PIN, password, pattern, or fingerprint.
  4. Confirm by tapping RESET SETTINGS.

Resetting your network will remove saved passwords so you'll need to add them fresh. Let us know if this helps.

 

James, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 5 of 6
Contributor

Re: Not getting 4G LTE, only H on Moto Z2 Play

I reset the network setting numerous time still nothing

Message 6 of 6
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