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National Wireless Independent Dealer Association

AT&T Issue Update

AT&T - NWIDAWe recently wrote on the issues AT&T (and their MVNOs) were having on non 3G phones being impacted by the 3G shutdown.

Today, we spoke with an AT&T MVNO, who let us know that they are just as frustrated as their customers and distribution. We’ve been asked not to identify the specific MVNO.

First, the MVNOs were not told about any issues by AT&T. Apparently certain settings were changed as part of the 3G shutdown, and this was not communicated by AT&T. The impact is being felt by certain phones, with certain software – and when you’re dealing with Android, there are many versions of the OS being sold and used. This is also true about iOS, but to a lesser extent.

There are some easier fixes on certain phones/operating systems and the MVNO told me their trying to push that information out. Customer Service call volume is up 10x and they simply don’t have enough reps to answer all the calls in a timely fashion. As AT&T never told them about any issues, they weren’t ready for such a surge.

The general “first try” fix is to connect via wi-fi and make sure your OS is up to date (and to update if it isn’t.) This will fix some of the phones. But it’s not just one issue – we were told it could be as many as 4 or 5 different settings.

This MVNO called it an “absolute mess” – they are more than aware of it and are trying to work with AT&T (and the phone manufacturers, and the OS) to fix it across the board as soon as they can.


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