1. LinH 1's Avatar
    I know my Model XT1922-9 Moto G6 Play is on the AT&T approved list for the roll to 4G & 5G next yr. Motorola has also said my phone is 4G capable.
    Yet, Consumer Cellular keeps sending me notices that my phone needs to be replaced before this roll. How am I to be certain? I spoke with their cust serv and went thru the details. But she didn't know exactly. She did say: They may not have the complete data in their computers. I would appreciate input.
    10-08-2021 06:39 PM
  2. belodion's Avatar
    Welcome.

    What reason do they give in support of that? “Your phone needs to be replaced because…” what?
    Laura Knotek and J Dubbs like this.
    10-08-2021 07:50 PM
  3. Laura Knotek's Avatar
    Is your Consumer Cellular SIM for AT&T network or T-Mobile network?
    10-08-2021 08:09 PM
  4. smvim's Avatar
    Your Moto G6 Play is not the problem, it sounds like the actual issue you need to work around are the people working at this particular Consumer Cellular shop.
    It's not a 4G issue, it's been the common industry standard for years now and has been in place for years before the Moto G6 Play even existed. (.... Motorola would not be making and selling phones that aren't compatible with the existing cellular phone networks). And Consumer Cellular does not own its own cellular networks, its just an MVNO that contracts with the big carriers to use their cellular networks (in this case, AT&T and T-Mobile). So any phone that's AT&T compatible is going to be Consumer Cellular compatible, that's a given. Which all comes back around to something really odd about the staff at this Consumer Cellular shop not having any documentation to refer to nor your previous history records. Are you positive whomever you were talking to actually worked for Consumer Cellular? Did they call you (be suspicious) or did you call them (if so, never mind)?
    Have you tried calling a different Consumer Cellular shop in the area? A different CC service center should have access to the same customer account records and hopefully someone with enough knowledge to refer to them. (and be more familiar with smartphones and Consumer Cellular itself)
    J Dubbs likes this.
    10-08-2021 11:42 PM
  5. J Dubbs's Avatar
    I know my Model XT1922-9 Moto G6 Play is on the AT&T approved list for the roll to 4G & 5G next yr. Motorola has also said my phone is 4G capable.
    Yet, Consumer Cellular keeps sending me notices that my phone needs to be replaced before this roll. How am I to be certain? I spoke with their cust serv and went thru the details. But she didn't know exactly. She did say: They may not have the complete data in their computers. I would appreciate input.
    My wife's Moto G6 is working perfectly fine on AT&T, and is using VoLTE (Voice over LTE), which is what's required for it to work on AT&T's network after February of next year. Your phone SHOULD be fine . When VoLTE is enabled you'll see a little HD symbol next to your call timer during a call, and next to some of the numbers in your recent calls list.

    The only worry is that VoLTE has to be enabled through your provider, but since your phone is VoLTE capable like pretty much all recent phones that really shouldn't be an issue I would think, unless Consumer Cellular is trying to force you to buy a new phone from them
    kct1975 likes this.
    10-09-2021 01:21 AM
  6. Kizzy Catwoman's Avatar
    I had a G6 Play and it worked on 4G LTE. You should be fine.
    J Dubbs likes this.
    10-09-2021 08:06 AM
  7. LinH 1's Avatar
    all they said is that it is not going to be compatible to work on 4g networks. That is why i am doing my own research.

    the SIM works off all 4 major networks. AT&T being the main.

    I agree. However, this was with their main customer service number. I think they are as confused as I was. plus I spoke with Motorola & my "about phone" shows 4G LTE, VOLTe capable. Thank you for your detailed response. I did call them myself by the way.

    Thank you for the positive response. I agree after doing all this footwork. Wouldn't be like them to try to force a new phone but never know. When I purchased this phone I actually looked ahead knowing this was coming to know I would be ready for the 4g roll. I appreciate the heads up regarding the HD symbol. Good to know.

    Thank you!!
    belodion and J Dubbs like this.
    10-14-2021 05:30 PM
  8. belodion's Avatar
    all they said is that it is not going to be compatible to work on 4g networks.
    That's not good enough. You need to know why. Complain.
    J Dubbs likes this.
    10-14-2021 06:19 PM
  9. kct1975's Avatar

    The only worry is that VoLTE has to be enabled through your provider, but since your phone is VoLTE capable like pretty much all recent phones that really shouldn't be an issue I would think, unless Consumer Cellular is trying to force you to buy a new phone from them

    Personally...just my two-cents is this is exactly what it sounds like to me
    J Dubbs likes this.
    10-16-2021 03:30 PM
  10. J Dubbs's Avatar
    all they said is that it is not going to be compatible to work on 4g networks. That is why i am doing my own research.

    the SIM works off all 4 major networks. AT&T being the main.

    I agree. However, this was with their main customer service number. I think they are as confused as I was. plus I spoke with Motorola & my "about phone" shows 4G LTE, VOLTe capable. Thank you for your detailed response. I did call them myself by the way.

    Thank you for the positive response. I agree after doing all this footwork. Wouldn't be like them to try to force a new phone but never know. When I purchased this phone I actually looked ahead knowing this was coming to know I would be ready for the 4g roll. I appreciate the heads up regarding the HD symbol. Good to know.

    Thank you!!
    You're welcome
    10-17-2021 05:00 AM

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