04-16-2011 8:04 PM - edited 04-16-2011 8:09 PM
here are some basic rules of thumb when it comes to issues with your cellphone.
Before we jump in if you're an iPhone user make sure that if you have the latest software version for your phone. The software updates also come with carrier updates that can improve bad situations. Now since the original iPhone and the iPhone 3GS no longer receive updates you can't do that. It can be something as simple as not having the latest carrier updates and unfortunately you're not going to get them anymore and it's time to buy a new device. You can blame Apple for this as they release the software, not AT&T.
Make calls - it's either the phone, the SIM or the network.
receive calls - it's the phone/SIM/network/caller
Send SMS - it's the phone/SIM/network
receive SMS - it's the phone/SIM/network/sender
Send/rec mms - it's the phone/SIM/network/
Access the internet - it's the phone/SIM/network/website
Ringtones/apps (from att.com)/ringback gone/ AT&T Navigator/ FamilyMaps
now if it's ever the phone that is the issue and you don't have warranty or insurance then don't complain, it's time for a new phone. While warranty does run out if you didn't choose to add insurance it's only you to blame. I insure every thing I can if it cost me over $100-200 because I don't have money just laying around.
If it's the SIM card, you can prove this by swapping with a similar phone. 2G to 2G/3G to 3G/4G to 4G test. Testing your 3G SIM in a 2G phone won't prove anything or vice versa.
If the issue follows the SIM card, replace it. If the issue does not follow the SIM card, it's the phone
if it's the network. Please call and if need to be speak to tech support if it's not a known outage/issue. We'll have our engineers look into it.
If it's the sender, no need to call in, since you probably can't verify their account there is hardly anything we can do. But if they live out of your area it's possible there's a down tower in their area, they'll need to troubleshoot that
if the issue is with one specific carrier, then very very rarely is it an AT&T problem. It means they messed up their routing information and you call in there is nothing we can do to help. If it's all non-at&t carriers causing a problem then your routing information isn't correct and we can fix that.
Hopefully this helps and explains what you can do before posting or calling in. It might even save you time to check some things out beforehand and if you need to call in having all the information possible not only helps us but we can help you faster and more efficiently.
© 2016 AT&T Intellectual Property.This link will open a new window All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.
Congratulations! You earned the Liz badge!