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be2704's profile

New Member

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3 Messages

Thu, Mar 17, 2022 4:51 PM

Can't make or receive calls but data works

Hello, 

I have a Samsung s9.

I have a prepaid connection.

 I cannot make or receive phone calls. Data works and text works but we can't make a single phone call.

Could anyone please help?

Accepted Solution

Official Solution

ATTHelp

Community Support

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200.6K Messages

7 m مضت

Hey there, @be2704! We want to help you resolve the inability of your Samsung Galaxy S9 to make and receive phone calls.

 

On February 22, 2022, AT&T phased out 3G network. If the exact make and model of your device isn't found among those tested and approved to work on our network, you may need to swap or upgrade to a new one. Here's how to get started:

 

Upgrade your AT&T Wireless device

 

Talk and data services will only work for AT&T Wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how you can replace your device:

Don’t want to replace your phone? Make sure you cancel any lines you don't use.

 

Upgrade your AT&T PREPAID device

 

Talk and data services will only work for AT&T PREPAID wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how to upgrade an AT&T PREPAID device:

  1. Visit one of our stores to get a new phone.
  2. Place your SIM card into the new phone. (If your SIM card doesn’t fit, get a new SIM card kit from our store.)
  3. Sign in to AT&T PREPAID.
  4. Select My Device, then Update Device.
  5. Follow the prompts to update your IMEI or SIM card number.

Have session-based pricing for a data-only device? Your data-only device will only work if it supports 4G LTE speeds and higher.

 

If your device's model number is found, view the FREQUENTLY ASKED QUESTIONS and click Will my phone automatically work if it supports HD Voice? There, you will find these instructions:

 

Your phone will work if the HD Voice feature is turned on. If you can’t make or receive calls, or you’re having trouble accessing data, check out the VoLTE or LTE status of your phone. Here’s how:

  • iPhone 7 and above: Go to Settings, then General, and lastly Software update. Select Download and install to update to the most current software version.
  • iPhone 6: Go to Settings, then Cellular, and then Cellular data options. Choose Enable LTE then select Voice and Data and turn on LTE.
  • Android: Go to Settings and then Connection. Choose Mobile networks and then Enhanced LTE services and select On.

Give this a try and let us know how this works for you. Thank you for contacting AT&T Community Forums.

 

Lar, AT&T Community Specialist

New Member

 • 

3 Messages

7 m مضت

I have Samsung SM G960U1

New Member

 • 

3 Messages

7 m مضت

I could not upgrade online -   Is this a trick to sell new phones? I had this phone for several years.

ATTHelp

Community Support

 • 

200.6K Messages

7 m مضت

Hi be2704! We are here to help you upgrade your device!

 

First, if your device is an AT&T device, it is on the approved list and requires a software update to work on our network after the 3G sunset. To update your device software, swipe down the Notification bar>Settings>Software update>Check for updates. 

 

If your device is an unlocked phone, check out the service capabilities to ensure that your device will work on our network. HD Voice is required for voice calls. 

 

For Prepaid customers, check out our available Prepaid devices, installment plans are not provisioned with Prepaid accounts. You can also navigate to shop to check out the available device offers we have. 

 

Let us know if this worked for you! Thank you for reaching out to the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist 

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