Cell Phone Problems?
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What are the most common problems experience with cell phones? As a technical support rep with AT&T I get calls every day with numerous issues, some are original but most are the same thing over and over again. Below are some of the most common problems i get and the fix:
1. I cannot send text messages but I can receive them: This is normally an easy fix and it stems from the “Message Center Number” that is stored in the phone being incorrect. Most phones will allow you to change this and the setting is located, usually, within the text messaging settings. AT&T uses one message center number which is +13123149810. The + is important and must be used for your text to work properly. On the rare ocassions that correcting this information in the device does not correct the issue you will have to call technical support to have the provisioning on AT&T side checked.
2. When I hold the 1 key down to access my voicemail it asks me to insert a voice mail number: Again, this is caused by a programming error in the device itself, this time the number is called a retreival number or pilot number. This setting is found in the voicemail settings and if not correct will cause this issue. the number varies depending on which platform you are on so simply using the same one that someone else has in their phone may not work. To find which retreival number should be in your phone you will need to contact customer service. Another fix, in most cases, is to simply change the pilot numer to your own 10 digit number, though this does not work all the time.
4. When I dial a number I get the message “Cannot be completed as dialed.” message: This usually stems from not dialing the area code and number. It is very important, no matter where or who you are calling, that you dial area code and number, even if you’re calling your next door neighbor. This is an FCC regulation, not an AT&T rule. Sometimes dialing 7 digits may work but that will not be true for long. Even land lines are slowly beginning to require 10 digit dialing, even for local calls.
5. When I make a call I get an error message saying “Network Busy”: This error is exactly what it sounds like. the network is bogged down and cannot take another call. each tower can hold X amount of calls at one time, when that number is reached, you will get this message. The only thing you can do is keep trying. This usually occurs when a tower in your area is down and another tower is picking up the slack, which causes it to exceed its call limit. It also happens at certain times of the evening when call volumes are at their highest. There is nothing wrong with your phone. Powering your phone off and on again may cause your phone to pull from a different tower, thus relieving the problem.
6. I get no service indoors but get fine coverage when I go outside: Unfortunately, indoor coverage is not guaranteed and we cannot troubleshoot it, even if it worked in the past. There are too many variables including what the building is made out of, electronics in the home that might interfere with signal, internal wiring and any number of things that can prevent indoor signal. I know this is frustrating but this is not an issue that anyone can fix.
7. I always drop my calls when i get to a certain point while driving: There will always be “dead zones” or specific areas where coverage just is not adequate. For me, I know when I get near the police station, my call will drop and i plan for that. Once I get past that point, my signal comes back. Signals are not 100% and there will be places, even within best coverage areas, where the signal just is not strong enough.
8. I cannot get service on my cell phone but all other AT&T customers I know can: This indicates a problem with either your cell phone or the SIM card. To find out, put your SIM card in another AT&T phone, if the issue follows your SIM card it will need to be replaced. If the issue stays with the device then it will need to be replaced. All new devices come with a 1 year warrenty. As long as there is no physical or water damage, the phone can be replaced at no charge within that time.
9. I have a non-AT&T cell phone that is unlocked and I cannot access the internet: This is a common problem with unlocked devices and we cannot, for liability reasons, help you with this. Go to www.wireless.att.com and look for “Device Tutorial” to get the data settings that are needed to access the network. You will then need to manually enter those settings into your device. AT&T does not guarantee that data will work with unlocked phones, or even voice for that matter.
10. I keep dropping calls everywhere, all the time: This is probably the most difficult problem to troubleshoot. You should call technical support so we may check your device, our network and other settings. Usually we will have to create a case to send to our engineers to have this issue resolved. To make things easier, try to note when and where the problem occurs, give as much information as possible, including cross streets, time of day, indoors/outdoors, were you in your car, etc. the more information you have the better.
Probably the most annoying thing for us when a customer calls with a problem is when they call from the device they are having issues with. We are severely limited in troubleshooting when you are talking on the problem phone. Please call from another device so that you will be able to remove the battery, power cycle, access menus, etc. on the phone that is having issues. Trust me on this, it will make things go allot smoother and the chances of getting your issue fixed right away will be much greater.
90% of problems can be fixed by simply turning your phone off and then right back on again. Please try this before calling technical support. If everyone in the area that you know is experiencing the same issues you are, it is likely that the problem is on the network, we already know about it and are working to fix it. When a network issue occurs, alarms go off in out networking offices and engineers are dispatched immediatley.
I could go on and on but I will end this post here. If you have any questions, please do not hesitate to leave a comment.
14 Comments
Tom Fritts
September 8th, 2008
at 5:59am
You forgot the one where the salesperson assures the buyer that certain features are included with the purchase and they are not. Then when the buyer misses them he or she is told that they are “extra cost” options.
You work for the most unethical organization in the universe!
T. Smith
September 17th, 2008
at 11:40pm
Have you ever encounted the error type message “max numbers are reached! I am getting this an unable to dial any number besides 911 . which of course you don’t need “service” to do. I have Net10 which in my area uses ATT towers. Also the read out that tells minutes remaining since t is prepaid used to say minutes now it says units also if trying to access “web browser” it says GPRS not allowed” the phone seems perfectly fine it rings even sends sms/ems text messages without charge oddly enough when you try to answer a call you get the Max numbers are reached error again. If I try to “buy airtime” as soon as the button is pushed it makes the phone screen go black then a few seconds will pass an it pops back on an you get no servicee for few seconds then it finds the signal an is backs to normal. my phone is a motorolla v176 . thanks hope you can help. TS
T. Smith
September 18th, 2008
at 7:14pm
error message is actually “max call numbers are reached” net10 says the phone is broken can not be repaired and must be replaced.
teddgcm
September 20th, 2008
at 9:12am
T.Smith, sounds like a phone problem to me. For some reason it will not allow you to dial the appropriate amount of digits. It is possible a master reset may correct the issue but if the service provider is willing to replace i suggest doing that.
T. Smith
September 20th, 2008
at 6:24pm
If ya type this “max call numbers are reached” into google it will bring up several sites that discuss this message. Several folks complain that after several phone exchanges the problem still exist. I guess I will know soon since they are supposed to be seding me a new phone sometime in next few days. Most people seem to think the problem occurs when charging, possibly when a call comes in during this time. It seems to send the phone into ‘Tracphone’ mode making it impossible to dial or recieve calls except 911, It will let you text, both send an recieve at no charge. I just find it hard to believe to its the phone since everything seems to be working perfectly fine ring tones to time date functions battery life all perfectly normal. Net10 offered me a LG 1500 as a replacement for my v176 which I totally refused because of reviews I have read tell of battery problems having to charge ever 48 hours or so the v176 will hold a charge for a full week. Thanks for reading hope this problem is resolved soon. Does AT&T use “code entry mode” I have been instructed to enter several codes trying to correct the problem. Thanks again.. T.S.
Cheryl
October 3rd, 2008
at 12:57pm
My husband’s new LG phone keeps turning off? Any clues as to how to resolve this. Battery is fine???
T. Smith
October 13th, 2008
at 10:33pm
?????????????????
Sarah
November 5th, 2008
at 8:40pm
Ok.. I have at&t, everyone I know has at&t, they don’t have problems. I never had a problem with them until my boyfriend moved to the city 25 miles away and he rarley got reception in his apartment. He decided to get at&t as well so we could save on some min. and we also assumed better service by getting him to switch from alltel. So now we have at&t and we try calling eachother and sometimes it works and most of the time it dosn’t! I try calling him and it rings and goes into his voice mailbox. He calls me and says it does the same thing.So we sit there, trying to call eachother when it doesn’t work..so, With new phones we decided to switch and change out the sims cards with new ones. It was fine for a whilw, then about one month later, it started again. It is the wierdest thing. untill he goes out to work the next day, calling eachother on the way to work, then it works. We don’t have problems calling other people. then we spend the whole time wondering why we couldn’t get through. must be the apartment or something. anyone have a solution?
brett
June 17th, 2009
at 8:37am
ok i have a LG voyager and this morning i went to go turn it on and it turns on for a second then shuts off. can anyone help it has a full battery to i dont kno whats goin on!!
DALE BERENSON
July 13th, 2009
at 9:45am
OUR FAMILY HAS 3 WIRELESS PHONE NUMBERS WITH AT&T MOBILITY. ALL 3 ARE USED FOR BUSINESS AND ARENOT WORKING PROPERLY.
I HAVE SPOKEN WITH SO MANY REPS IN SO MANY DIFFERENT DEPARTMENTS AND HAVE BEEN GIVEN SO MANY DIFFERING POSSIBLR CAUSES OF OUR PROBLEMS, THAT I CIOULD SCREAM.
THIS PAST WEEK, AT&T OVERNITED ME A REFURBISHED PHONE AND TOLD ME TO SWAP OUT THE SIM CARD WITH MY SIM CARD IN ONE OF THE OFFENDING PHONES. THAT HAS NOT WORKED.. THIS A.M., A WOMAN WHO WORKS FOR ME TOLD ME SHE TRIED ABOUT 6 TIMES TO CALL ME TO LET ME KNOW SHE WOULD NOT BE IN TO WORK TODAY, ONLY TO HAVR MY PHONE RING ONCE AN TOTALLY GO SILENT. I NEVER EVEN HAD 1 RING FROM HER. NO NETWORK, NO NETWORK, NO BARS…..I CAN NO LONGER STAND TO HEAR OR SEE THOSE WORDS. INITIALLY, THEY TOLD US THE PROBLEM WAS WITH THE TOWER IN OUR AREA, WHICH WAS SUPPOSEDLY FIXED ON JULY 1, 2009; TO NO AVAIL FOR US.
NO ONE CAN HELP; I AM CONVINCED OF THAT. WE HAVE ANOTHER YEAR TO GO ON ALL 3 CONTRACTS AND WE WANT OUT, WE WANT OUT, WE WANT OUT. HOWEVER, WE ARE NOT GOINGTO PAY A DIME TO TERMINATE THESE USELRSS CONTRACTS.
THIS IS A DISASTER!
Jezz
July 28th, 2009
at 7:40pm
Have a strange one for you. This will test your skills.
Have a family member on my plan who has had the worst time with cell phones.
She has the instinct, cell phone heats up real hot after just a few min call. Not everytime but almost daily. She has had the screen image magnitize on her like 10 time the size it should be. And the newest one is while making a outgoing calls (while you here a phone rining) the phone rings in a pulse sound.
Keep in mind that this phone has been swapt out 3 times in a month or so. Can’t get them to swap out with another phone with out a upgrate fee. ( Which I just resigned a 2 yr contract and payed out the but for the phones. ) But the phones they keep giving her all do the same thing with the next being worse than the last.
What on earth would cause all this to happen in the first place. Then how and why would this happen to several phones. The heating started first and of course they thought it was the battery, but was not.
HELP!!!!!
ash
October 9th, 2009
at 11:41am
ok so my cell phone keeps turning on and off on its own….Is this a problem having to do with the possiblity of some one tracking it?
kristie
November 1st, 2009
at 9:05am
my phone says network busy to only one person every one else i call goes through but this one person says network busy what causes this
caye
November 12th, 2009
at 11:01pm
my 6600 volume is low if i call i cant hear and if i charge. there,s a word comes out app.memory delete. always come out. what should i do. please help me i dont know what to do