New Member
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4 Messages
Whitelisted phone, unhappy customer
Wanted to try att PP. Carefully did my due diligence, and located their whitelist: phones that work on the prepaid system. Settled on a Motorola G7 Power, expected it to work since its ON THE LIST.
Got the phone, sim, and service. Almost works...fine internet, text no problem, but no phone calls in or out.
Am now told to buy another phone. I would recommend AGAINST att prepaid. Exceedingly poor customer support.
Accepted Solution
Official Solution
ATTHelp
Community Support
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210.6K Messages
2 months ago
We understand how frustrating it is to not be able to make or receive calls with your G7 Power device, Revjack.
We'd be sad to see you go, and we want to turn your experience around.
Our first recommendation would be to locate your device on our list of compatible unlocked devices.
It appears that you would have to add HD Voice to your PREPAID plan, in order to make or receive calls.
Our second recommendation would to be use our resource to add HD Voice to your plan.
With AT&T HD Voice, you enjoy a higher level of voice quality when you make and receive calls. The key is wide-band audio technology and noise cancellation on our network. To get HD Voice, both calling parties must:
SIM card compatibility
AT&T HD Voice requires a SIM card that is UICC-G or higher SIM card installed in your smartphone to enjoy the rich calling experience of AT&T HD Voice. Want to make sure to find out if your SIM card is HD Voice compatible? In the SIM card number, look for the digits 27 or higher in the 9th and 10th positions.
Don't have a compatible SIM card? You can get one at our store location. Just simply click 'Filter", then "Company Owned Stores" to get get started.
Our third recommendation would be to update your device software.
2. Scroll to and select About phone.
If you’re a member on a AT&T PREPAID Multi-Line only, the Multi-Line account owner can change your rate plan.
Change your AT&T PREPAID plan from myAT&T
Please let us know if this helps. If not, we can continue offering you more solutions. Thanks againg for reaching out to AT&T Community Forums!
Nelson, AT&T Community Specialist
(edited)
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Revjack
New Member
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4 Messages
2 months ago
Phone is on the whitelist: I bought the G7 Power specifically because its on the list of OK phones.
SIM has HD voice: Positions 9 and 10 show 27
Update phone: phone is fully up to date.
Change plan: the suggestion to cange the prepaid plan doesn't make sense. How woud that help?
I ve been in contact with ATT many times. So far the problem remains: text and data work, but calls do not.
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ATTHelp
Community Support
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210.6K Messages
2 months ago
We appreciate your response and certainly understand your concerns, Revjack.
Based on the information you've provided, we want to bring you into a Direct Message for further assistance. Please check the message icon in the upper portion of the page and reply.
We look forward to investigating this for you!
Thanks for contacting the AT&T Community Forums for help.
Lynn, AT&T Community Specialist
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Revjack
New Member
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4 Messages
2 months ago
I'm not finding a "message icon in the upper portion of the page"
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Revjack
New Member
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4 Messages
2 months ago
To those following this thread, wondering what happened, they shunted the discussion off into some private message system. I have been assigned an "Urgent Case" number, apparently so important that there's been no response from the at&t cadaver at all.
Turns out, VoLTE is being disabled for this sim. Phone supports it, but it's greyed out, cannot be turned on at the phone.
Still No response from the att cadaver
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