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ervinjason's profile

New Member

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3 Messages

Monday, April 18th, 2022 10:24 AM

Galaxy S9 won't update... Need Help!

Last security patch level is dated December 1, 2021. When I try to update, phone says software is current.

Also can't make calls since 5G launch a few days ago... help.

ATTHelp

Community Support

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207.9K Messages

10 months ago

Hey there ervinjason, we want to help get your phone updated. 

 

Please let us know if you brought your own device or if it is an AT&T device. This will help us to better troubleshoot why it is not working after the 3G shutdown

 

Devices that still work

 

Devices Working on ATT Network. It’s important to check the device model numbers to make sure it’s still supported since the 3G network shutdown. This includes iPads, tablets, and wearables.

Once you know your device still works, you may need to restart your device or check the VoLTE or LTE status. (See the FAQ for more details)

Don’t see your phone make and model on the list? That means it may not work anymore. You may need to swap or upgrade to a new one.

 

Some customers with a Samsung device that should be supported based on the supported device list may experience trends making or receiving calls or accessing the data when the 3G network shuts down. 

 

BYOD Models that require the S OS or One UI updates, when available.

  • These will not work until the S OS or One UI updates are available from Samsung and taken by 
    the individual customers
  • Customer availability dates are not definite and may be as late as June 2022 depending on the 
    model
  • Devices should be replaced until the software updates are available from Samsung

Please reach back out and let us know how you obtained the device so that we can further assist. Thank you for contacting AT&T Community Forums.

 

Lorie, AT&T Community Specialist. 

Nicolas81

New Member

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290 Messages

10 months ago

@ervinjason  I won't pretend to be an expert or anything here. 

I don't think that Security updates would have anything to do with your phone not being able to make calls... which may also be the reason why the At&t representative started asking questions/providing information about the 3G shutdown and compatible devices according to At&t whitelist. 

The exact model number of your S9 is what will determine whether or not At&t allows your phone to work on the network. 

There is a whitelist that At&t has that lists devices that they claim are guaranteed to work by specific model number. 

Any other model number... even if it's the same brand (Samsung) and model (S9) ... may have issues if it's not the exact same variant (SM-???)   

You might have to purchase a new phone for guaranteed issue free usage from the At&t whitelist. 

If you want to keep the one you have, changing carriers is the best option... however there may be a workaround to remain with At&t... if you choose to try it. 

ATTHelp

Community Support

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207.9K Messages

10 months ago

Hello ervinjason, we're here to help you with enable HD Voice.

 

We have a few questions for you. This will help you enable HD Voice (Volte).

  • What is the make and model of your device? This will help us give direct device support.
  • Do your calling plan include 5G or 4G? This will help you enable Volte.
  • Do you have a 5G SIM card? This will also be needed to enable Volte.

Having trouble making or receiving HD Voice calls? If you meet all the requirements and don’t have any restrictions, make sure you:

Please answer all questions so that we may give you the appropiate support.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist 

 

New Member

 • 

3 Messages

9 months ago

We have a few questions for you. This will help you enable HD Voice (Volte).

  • What is the make and model of your device? This will help us give direct device support.
  • Do your calling plan include 5G or 4G? This will help you enable Volte.
  • Do you have a 5G SIM card? This will also be needed to enable Volte.

Having trouble making or receiving HD Voice calls? If you meet all the requirements and don’t have any restrictions, make sure you:

Please answer all questions so that we may give you the appropiate support.

 

Thank you for visiting AT&T Community Forums!

as of 5/1/22 I still cannot get my S9 (AT&T) to update past ONE UI 1.0 and Android 9.0.0. It will not update. This is becoming infuriating.

The AT&T store was essentially useless as I suspected. They want to shift the blame on Samsung and I don't think it's Samsung's fault

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