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

[confusedcust11]

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

[ATTCares]

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

[pv8851]

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. 

[confusedcust11]

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

[ATTCares]

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

[confusedcust11]

I reset the network setting numerous time still nothing

[t00nz843z]

I had the same problem with my generic Android phone.  Here is how I corrected it.

Dial *#06# to get your phone's IMEI number.  Write it down.

Next contact AT&T by calling them directly (Recommend avoiding the AT&T stores.  Their store employees do not seem to be the brightest bulbs in the box, if you get my drift.).  AT&T will need the IMEI number to reset and update their system to allow your phone to access their 4G network.

[pv8851]

It took 2weeks 3 days to get my service working. 16 different associates. 4
visits to ATT store for 3 new SIM cards and a phone swap twice. On final
call, associate said my phone was not provisioned for data. During the call
I got a call from ATT ticket submitted who said he fixed the problem. Phone
help associate also claimed she fixed problem. One of the two did since I
finally got LTE data working.

The problem never was my phone or SIM card. I knew that when ATT store
associate put my sim card in her phone and it would not work. The problem
was not my IMEI number. It was all how ATT did not assign my prepaid plan
to my number properly.

Because plan was prepaid for a year and on available on internet only, the
associates on the ATT help line were not able to help. Huge hole in the ATT
support system.

[confusedcust11]

Well,

Tried all the options. Still no 4G or LTE data. Called ATT they are pretty much telling me because it is not ATT phone you wont get it. What bothers me is I was using the same phone last year with no issues. I deployed and came back and now I am trying to use it no 4G or LTE data.

Every time I call they asked me to either change the APN ( Which I changed numerous time). So frustrating!!!

[confusedcust11]

Another Update:

Called call center and they recommended to change SIM card. I changed the SIM card and still the issue persists. Tried APN, Network Reset even Format the whole phone. Still nothing.

Hey ATT: any solution???