Reasons why your cell phone can't...

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Reasons why your cell phone can't...

[ Edited ]

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.

 

  •  phone/SIM - if only your phone is having the issue on the account/area it's the phone/SIM
  •  network - when everyone in your area is having the same issue

 

 

receive calls - it's the phone/SIM/network/caller

 

  •  phone/SIM - if only your phone is having the issue on the account/area it's the phone/SIM
  •  network - when everyone in your area is having the same issue
  •  sender - if it's only happening with one specific number or one specific non-at&t carrier, it's the other person. 

 

 

Send SMS - it's the phone/SIM/network

 

  • phone/SIM - if only your phone is having the issue on the account/area it's the phone/SIM. Now it may also be the message center number. Refer to the device tutorials as to where to locate/update this number
  • network - when everyone in your area is having the same issue

 

 

receive SMS - it's the phone/SIM/network/sender

 

  •  phone/SIM - if only your phone is having the issue on the account/area it's the phone/SIM
  •  network - when everyone in your area is having the same issue
  •  sender - if it's only happening with one specific number or one specific non-at&t carrier, it's the other person. 

 

 

Send/rec mms - it's the phone/SIM/network/

 

  •  now with MMS you must have access to the internet, if you can't access the internet then you can't send/rec MMS. Also make sure the settings are correct on your phone. Please refer to device tutorials for this. 
  •  If you can access the internet then it's probably stuck settings on the device. Perform a "Master Reset". Make sure if the option is available to do the one where it only resets the settings so you don't lose all your information. 

 

 

Access the internet - it's the phone/SIM/network/website

 

  •  if you can access a single website then you have access to the internet. If specific sites don't load there is nothing we can do about that.
  •  if it won't load at all, check your APN/browser settings. If they are correct and no one else is having the issue, it's your phone/SIM. Perform a master reset or replace the SIM card. If everyone can't access the internet on a specific area then it's an outage.

 

 

Ringtones/apps (from att.com)/ringback gone/ AT&T Navigator/ FamilyMaps

 

  •  these are specialty situations where you will probably need to call in everytime there is an issue. But it could be something as simple as SmartLimits/Purchase Blocker so doesn't assume it's the network right away

 

 

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.

 

 

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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. 

Employee Contributor*
*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.
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