In the event you receive a call from customers experiencing issues with their devices as a result of the 3G Shutdown, please take a look at the helpful info below that can assist with supporting these issues.
Issue:
Some customers with LTE/5G devices are experiencing issues as a result of the 3G network sunset. Customers with LTE capable devices still rely on the 3G network for voice calls and can be impacted due to the 3G sunset.
What’s Happening:
The LTE service may be toggled to “OFF” in device settings and therefore the could be stuck on 3G due to:
- A setting or outdated software version
- The device isn’t certified for the AT&T VoLTE network which forces them to use 3G
How can we assist the customer:
- Advise the customer to call into Business Care for assistance: 800-331-0500
- Walk the customer through network settings and updating the device to toggle LTE or VOLTE or installing the most current software
Troubleshooting Steps:
Android Devices: go to Settings > Connection > Mobile networks > Enhanced LTE services and select On.
Then turn off the phone for 60 seconds. Always keep this setting on to avoid service interruption.
iPhones newer than 6: go to Settings > General > Software Update and select Download and install to update to the most current software version.
iPhone 6: go to Settings > Cellular > Cellular Data Options > Enable LTE > then select Voice and Data and turn on LTE.
Then turn off the phone for 60 seconds. Always keep this setting on to avoid service interruption.