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New Member

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3 Messages

Monday, June 21st, 2021 2:55 AM

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2 phones suddenly useless service

As of 6 days ago, most of my, and my wife's, phone calls started answering already dead or the caller on the other end can't hear us after about 15 seconds to a few minutes.  I've tried resetting our connection via the troubleshooter and restarting many times.  Its inconsistent, except the we can count on it going bad again within the hour again if it does play nice for a bit.  I tried going in to the AtnT store, but the guy just wants to sell me phones and irritatingly shrugs when I tell him about the service issue.  I can't call technical support, because the troubleshooter can't hear us or the numbers we input most of the time. I tried telling the person at the store this, but he straight up shrugged and said we need to call support, but reiterated that he had some great new phones I could buy.  I had to bite my lip and leave before I made a scene. If we get a short way into the technical support phone menu, it fails by the time we would get near speaking with someone and the menu can't tell we're pushing buttons or speaking.  Chat on the website is showing offline right now, but I'm fuming.  The service issue has made our phones useless for phone calls and I need this phone for business and personal.  I don't know how to get help.  Hoping this can serve towards a solution, because I don't have any time to mess around on this. We need our phones!  Any help appreciated.

New Member

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3 Messages

3 years ago

If relevant, I live in Mesa AZ.  Zip 85204.

ACE - Sage

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118.2K Messages

3 years ago

Information on the phones might be helpful.  Are these recently purchased At&t phones?  IPhones 6 or newer?   

Or are you holding onto old basic phones or unlocked non US brands?

New Member

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3 Messages

3 years ago

Thank you for the response, Liz.  I was able to reach a technician via chat interface and they indicated there was an issue in my area and that it would be addressed by end of day.  I'll hope its soon to be resolved, but will touch base if this continues to remain a mystery.  Best regards.  :)

ACE - Sage

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118.2K Messages

3 years ago

If it's a tower issue, anyone with AT&T on your area is suffering the same problem.  

Hopefully it's a quick fix.

You can use wifi calling at home by activating the feature in your phones settings.  (if compatible)

Community Support

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232.8K Messages

3 years ago

Hey there @Matsjensen, we're glad that one of AT&T technicians are working on getting your service interruptions resolved. 

 

Definitely reach back out and let us know how if we're able to resolves your network connection concerns.

 

Jonye, AT&T Community Specialist 

New Member

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2 Messages

2 years ago

Our phones have been doing the same thing for last few weeks, customer service is absolutely useless

New Member

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1 Message

2 years ago

I had that similar problem.  Lasted for about 2 weeks. It mainly happened in the evenings. I would lose all signal. Phone didn’t work, no text, no internet.  My phn (out of 4 others in same household ) was the only one with that problem. I rep advised I check on storage capacity. I was short on storage.  I deleted old text, deleted vids/pics, or moved onto my Google photos, deleted apps not used. It helped.  Also I think turning off the low data mode helped. I also went into cellular data options in settings and switched voice/data to LTE from 4G. Honestly I don’t know the difference in the 2, but I believe it helped too.  FYI - I’m not confident in the knowledge I have for these phones, but just trying to help. You may want to ask a rep before making the changes. I’m not losing service anymore, though. Sorry, for the troubled phone. I know it’s frustrating. I’m grateful the reps are patient to trouble shoot me through and most times get the problem fixed.  I know what you mean by going into the store…they’re always trying to make a sale.  

ACE - Sage

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118.2K Messages

2 years ago

Please do not post problems with phone calls on a thread that's 9 months old. 3-g was shut down on February 22nd. It is most likely that any problems since February 22nd are related to your phone not being compatible with voice over LTE

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