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=== User: I plan on sharing this conversation, so for historical purposes here was my entire chat log with the AT&T people today: === I plan on sharing this conversation, so for historical purposes here was my entire chat log with the AT&T people today: Chat with AT&T Minimize chat Close chat Good Evening, JEFF Wednesday 10:49 PM AT&T 9:31 PM Hi, thanks for chatting with the AT&T virtual assistant. What brings you here today? 9:31 PM My iPhone 11 Pro Max has not been able to make or receive calls for about a month. Calls fail immediately — even to 611 — and incoming calls go to voicemail or drop after 1 second. SMS and data work fine. I have reseated the SIM, reset network settings, toggled Airplane Mode, and tried Wi-Fi Calling on/off. This appears to be a VoLTE/IMS provisioning failure on my line. Please rebuild my line profile, refresh IMS/VoLTE provisioning, and push an updated carrier settings profile to my phone. If you can’t do this, please escalate to Tier 2 or advanced technical support who can. AT&T 9:31 PM Sorry, I didn’t understand that. Could you ask your question again with fewer words? You can ask follow-up questions later, if you want. Tip: You can say things like "How much is my bill?" or "I lost my phone." 9:31 PM human please AT&T 9:31 PM Choose a topic to chat about: 9:31 PM Devices & Orders AT&T 9:31 PM I can help you with that! Which one of these would like to talk about? 9:31 PM Chat with live agent AT&T 9:32 PM Let me try connecting you with someone who can get you the help you need. An agent will be with you soon. Stay near your device and keep this window open. Connected to an agent Reshma's here to help! Reshma 9:45 PM Thank you for contacting AT&T. Can I get your name and the wireless number, you're chatting in about, please? 9:46 PM Jeff Keegan, 978-397-2902 Reshma 9:47 PM Thank you for the details. 9:47 PM My iPhone 11 Pro Max has not been able to make or receive calls for about a month. Calls fail immediately — even to 611 — and incoming calls go to voicemail or drop after 1 second. SMS and data work fine. I have reseated the SIM, reset network settings, toggled Airplane Mode, and tried Wi-Fi Calling on/off. This appears to be a VoLTE/IMS provisioning failure on my line. Please rebuild my line profile, refresh IMS/VoLTE provisioning, and push an updated carrier settings profile to my phone. If you can’t do this, please escalate to Tier 2 or advanced technical support who can. Reshma 9:48 PM Sorry for the inconvenience caused to your. Reshma 9:48 PM I will certainly check this and help you with it. Reshma 9:49 PM In the meantime just a quick reminder... Here are some tips to avoid from being disconnected: Please don't use the back ◀ or close ❌ this chat window and reply within 2 minutes so the system understands we're still chatting. Reshma 9:49 PM I'll be sending you an email or text message with helpful information about today's chat post our conversation today. Is that okay? 9:49 PM yes Reshma 9:52 PM let me check this for you. 9:52 PM thank you Reshma 9:54 PM If basic troubleshooting steps like reseating the SIM, resetting network settings, toggling Airplane Mode, and enabling/disabling Wi-Fi Calling have not resolved the issue, escalation to Tier 2 or advanced technical support may be necessary. They can assist with rebuilding the line profile and refreshing provisioning. 9:54 PM Excellent, thank you so much Reshma 9:55 PM Just to confirm did you try with resetting the network? Reshma 9:55 PM Go to '''Settings''' > '''Cellular''' > '''Cellular Data''' > Toggle '''Cellular Data Switching''' to ON. 9:55 PM Yes, I’ve already done Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings and rebooted. It didn’t resolve the problem. Calls to 611 still fail instantly, SMS works, data works, but voice over the cellular network does not. This points to a VoLTE/IMS provisioning problem on my line, not a phone setting. Please refresh IMS provisioning, rebuild the line profile, and push updated carrier settings to my phone. If you can’t do that, please escalate to Tier 2 or advanced technical support. Reshma 9:57 PM No worries! Reshma 9:57 PM In this case let me connect you with the technical team to get help with IMS provisioning issue. 9:57 PM Thank you so much Reshma transferred chat to Steve's here to help! 9:58 PM Hello! Steve 9:58 PM Thank you for contacting AT&T. Can I get your name and the wireless number you're chatting in about, please? 9:59 PM Jeff Keegan, 978-397-2902 Steve 9:59 PM Hello, Jeff. Steve 9:59 PM Thanks for letting me know. 10:00 PM I'm not sure if you get the whole chat history during a transfer, so if not: My iPhone 11 Pro Max has not been able to make or receive calls for about a month. Calls fail immediately — even to 611 — and incoming calls go to voicemail or drop after 1 second. SMS and data work fine. I have reseated the SIM, reset network settings, toggled Airplane Mode, and tried Wi-Fi Calling on/off. This appears to be a VoLTE/IMS provisioning failure on my line. Please rebuild my line profile, refresh IMS/VoLTE provisioning, and push an updated carrier settings profile to my phone. Steve 10:01 PM We am sorry about the ongoing issue. Steve 10:01 PM Please do not worry. I'll do my best to resolve this issue. 10:01 PM Thank you! Steve 10:01 PM Since when you are facing this issue? 10:01 PM About a month Occasionally I can get a phone call in but it fails 9 out of 10 times, and when it fails it fails 100% of the time for some chunk of time. Text messages fail 4 out of 5 times. Incoming phone calls go straight to voicemail I can't even call 611 today I removed the simm card, wiped it with a microfiber cloth, replaced it, rebooted. Nothing. Tried switching to wifi calling and then back, nothing/ . Steve 10:03 PM Got it! Steve 10:04 PM Thanks for the info. Steve 10:04 PM Are you now chatting from the same device? 10:05 PM I am on my MacBook pro talking to you via a chat interface in Chrome My phone is sitting here Steve 10:05 PM Perfect! Steve 10:08 PM First of all I would like to inform you that as I check and see that you are having the old grandfather plan on your line. This might be the reason for the calls disconnect and other issues. The plan is no longer available with ATT. But still few of the old customers are using the same plan and continuing with the plan. 10:09 PM I’d like to keep my current grandfathered plan. This issue only started about a month ago after years of reliable service, so I don’t believe the plan itself is the cause. Could we please focus on refreshing the IMS/VoLTE provisioning and carrier settings without changing my plan? My calling issue is a network provisioning problem, not a rate plan feature — the plan doesn’t affect whether my SIM is correctly registered for VoLTE/IMS on AT&T’s network. Steve 10:10 PM Sure, I will help you doing that for you. Steve 10:11 PM I am just trying to let you know that few of the old customers who face the similar issue got fixed after the plan change. 10:11 PM I will actively fight changing my grandfathered plan. Steve 10:12 PM But we will work on network refreshing first. Steve 10:13 PM Is the issue happing only at your location or multiple locations? 10:13 PM multiple locations Steve 10:14 PM Got it! Steve 10:14 PM What does the signal strength show? No signal 1 to 2 3 to 5 10:14 PM It’s showing 3 out of 4 bars right now. So signal strength is good — the problem isn’t reception, it’s that calls fail instantly even with a strong signal. That’s why I think it’s an IMS/VoLTE provisioning issue. Steve 10:16 PM Yes, I understand that I am checking with the device condition on your end. Steve 10:17 PM Does it show LTE near the signal bars? 10:19 PM I have an iPhone 11 Pro Max. At the top right of my screen I see the bars indicator then the wifi signal indicator then battery life. If I turn off wifi it says "5GE" where the wifi signal was. Steve 10:19 PM Noted! Steve 10:21 PM I have once refresh the network settings on your device line 2902. Steve 10:21 PM Can you please once turn off and on the devie and check with calls and text internet? 10:22 PM Will do, one sec Steve 10:22 PM Sure, take your time. Steve 10:22 PM I will be on chat. Steve 10:25 PM Did you check? 10:25 PM Reboot just finished. Turned off wifi. 611 failed. Calling regular phone number failed. SMS text outgoing seems to have worked, but that worked 1 out of 5 times anyway usually. But SMS did work. Steve 10:27 PM Got it! Steve 10:27 PM I will go ahead and once resend the network activation on your line 2902 from our end. Steve 10:29 PM I have reset network activation on your line 2902 from our end. 10:29 PM btw, my first pass at a web page fetch without wifi failed. google.com didn't load, then it seemed to but might have just been cached, because when I searched for "food" it came back with nothing Excellent, my phone says "Could not activate cellular data network right when you said that What do I do now? Steve 10:30 PM Please once power off the device and remove the sim card and re insert it back into the device and power on the device and check. Steve 10:31 PM After the resend network activation we need to follow up with the above steps. 10:31 PM powering down removing simm powering back up Steve 10:34 PM Did you re inserted the sim card? 10:35 PM Yes. Powered up with simm card installed, turned off wifi, call to 611 worked. That's a good sign, but we need to check more. One sec. Steve 10:36 PM Yes, please take your time and check with everything. Steve 10:38 PM Did you check? 10:38 PM Yes please be patient you're all I'm doing. :) At first it didn't seem that web pages were loading but they are now. I also verified an outgoing phone call to work. I don't have any way to test an incoming phone call - can you call me to test it? Steve 10:39 PM Also check with voicemail on your device line ask someone to drop a voicemail and check if you can hear and receive Steve 10:40 PM Can you ask your friend or family member to to call to on your line and check. 10:40 PM Trying, but I'm not sure who is awake. Texted them - waiting, this may take a minute - please be patient. Steve 10:41 PM I am sorry As we are from chat support we don't have access to call support. Steve 10:41 PM Sure, Steve 10:41 PM I will be on chat waiting for your confirmation. 10:42 PM Thank you. Trying some other friends too. Steve 10:43 PM Sure, 10:44 PM Spamming all of my friends, trying to see who's up. one sec. Excellent, just got an incoming call from my brother. Steve 10:44 PM Perfect! Good to hear that. Steve 10:46 PM Also ask him to drop a voicemail. 10:46 PM So if we've tested me making outgoing calls, receiving an incoming call, texting, and web browsing, then is the only thing left to test voicemail? Would that have changed from the reset? Yeah will do. One sec. Steve 10:46 PM I want to make sure everything is working fine for you. Steve 10:46 PM Thank you! 10:47 PM He's calling now, letting it go to voicemail Steve 10:47 PM Got it! 10:48 PM Just got the voicemail. Excellent! Thank you so much, you've solved something that I had previous called AT&T about with no luck, and this has been bugging me for a month. Thank you! Steve 10:48 PM You 're welcome: ) Steve 10:48 PM If you ever face the same issue again please do this on settings on your device. 1. Open the Settings app. 2. Scroll down and select General. 3. Tap on Transfer or Reset iPhone. 4. Choose Reset and then select Reset Network Settings Steve 10:49 PM And do the sim card remove and re insert with device power off and on. Steve 10:49 PM Please save the above steps. Steve 10:49 PM I do not want you to spend your valuable time contacting us regarding this issue. 10:49 PM Will do. Thank you again! Steve 10:50 PM You're welcome. Steve 10:50 PM Before we close the chat, do you have any other issues in billing or account related information? I want to make sure everything is covered on chat. Steve 10:50 PM Is there anything else I can help you with? 10:50 PM I believe I have a credit on my account for months, so no I think that's all! Thanks again! Wait a bit so I can copy those instructions before the chat ends. Steve 10:51 PM Sure, let me know once done. 10:52 PM Saved! Steve 10:53 PM Sure, I will mention it in your account notes and make sure getting it in your next billing cycle. Steve 10:53 PM Is there anything else I can help you with? 10:54 PM Nope! Goodbye! Steve 10:55 PM I would like to inform you can Manage your account with my AT&T App, make payments and also reschedule/cancel/ check status of your order/technician. Please save the link below for future reference: https://www.att.com/support/topic/wireless/ Steve 10:55 PM Thank you for choosing AT&T! We appreciate your business. Have a wonderful day Steve 10:55 PM Take care and stay safe: ) Steve 10:55 PM If you are happy with my efforts to assist you. Please click 'X' on top right corner of this chat window and close the chat, and you can give your valuable feedback Thanks again!
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