At&t unlocked for use on T-Mobile glitching

[BryanH79]

Right away after putting in the sim card the phone operated perfect. Little less than a week later it stopped connecting to the network. Could only call and text. One weird thing is hot-spot internet worked.
I Factory reset the phone. Everything worked again. First it started to drop Wi-Fi when screen goes black. Now it doesn't connect to T-Mobile network again.
We have tried calling T-Mobile and their support on the S7 active is limited.
Could the AT&T software interfere somehow?
Any help will be appreciated.

 

[bmhillegass87]

Hi BryanH79!

Great choice on phone, super jealous! It's on my bucket list of devices. First, is the device fully paid off/unlocked, or are there still remaining payments on the AT&T account?

Second, have you tried adjusting the APN settings of the device when you have the T-Mobile sim in?

To change APN settings on a galaxy:

Settings > Mobile Networks > Access Point Names > Is T-Mobile showing up here? Does it match the same information i'm posting below? > You can hit the "add" button to set up a fresh APN setting. The settings should be set up in the following manner:

Name: T-Mobile US LTE
APN: fast.t-mobile.com
Proxy: <Not set>
Port: <Not set>
Username: <Not set>
Password: <Not set>
Server: <Not set>
MMSC: http://mms.msg.eng.t-mobile.com/mms/wapenc
MMS proxy: <Not set>
MMS port: <Not set>
MMS protocol: WAP 2.0
MCC: 310
MNC: 260
Authentication type: <Not set>
APN type: <Not set> OR Internet+MMS
APN protocol: IPv4/IPv6
APN roaming protocol: IPv4
Enable/disable APN: <greyed out unless there are multiple APN's>
Bearer: Unspecified

 

[BryanH79]

Hi BryanH79!

Great choice on phone, super jealous! It's on my bucket list of devices. First, is the device fully paid off/unlocked, or are there still remaining payments on the AT&T account?

Second, have you tried adjusting the APN settings of the device when you have the T-Mobile sim in?

To change APN settings on a galaxy:

Settings > Mobile Networks > Access Point Names > Is T-Mobile showing up here? Does it match the same information i'm posting below? > You can hit the "add" button to set up a fresh APN setting. The settings should be set up in the following manner:

Name: T-Mobile US LTE
APN: fast.t-mobile.com
Proxy: <Not set>
Port: <Not set>
Username: <Not set>
Password: <Not set>
Server: <Not set>
MMSC: http://mms.msg.eng.t-mobile.com/mms/wapenc
MMS proxy: <Not set>
MMS port: <Not set>
MMS protocol: WAP 2.0
MCC: 310
MNC: 260
Authentication type: <Not set>
APN type: <Not set> OR Internet+MMS
APN protocol: IPv4/IPv6
APN roaming protocol: IPv4
Enable/disable APN: <greyed out unless there are multiple APN's>
Bearer: Unspecified

Thanks for the quick reply. I haven't had the chance to enjoy the phone since it is my wife's. I'm running an HTC 10 so I don't have much to complain about. Lol
She loves it and this is the first issues we have had with it.
Yes it is fully paid off and unlocked properly.
Yes we played with these setting. This is what T-Mobile had us do and it shows 4G LTE in the header full signal but won't allow a connection.

 

[bmhillegass87]

Don't you love the canned "limited support" line. Hmmm this is a puzzling one. I'll report back later today when I have a chance to dig into this a little further. The good news is I have had good success with moving phones from AT&T to T-Mobile prior.

 

[BryanH79]

Cool thanks again. We are both working today so can't mess with it till later tonight.

 

[Cricket Jiminy]

I just put mine on TMO last night. A lot of frustrations: one of the main one being it loses cell call ability unless I toggle Airplane mode on and off.

I'm considering Swappa'ing the Active and getting a regular TMO "Galaxy S7".

 

[Cricket Jiminy]

"Don't you love the canned "limited support" line."

I can't begrudge them not giving the most full-on support for an AT&T phone, considering that T-Mobile can't be expected to know all the quirks of it.

However, despite this claim, I've been on the phone with T-Mobile support for HOURS trying to get my unlocked Galaxy S7 Active working right.

 

[bmhillegass87]

"Don't you love the canned "limited support" line."

I can't begrudge them not giving the most full-on support for an AT&T phone, considering that T-Mobile can't be expected to know all the quirks of it.

However, despite this claim, I've been on the phone with T-Mobile support for HOURS trying to get my unlocked Galaxy S7 Active working right.

Fair points for sure! I appreciate the further conversation on the post. I should rephrase, if they offer great deals on bringing your device, they should be ready to receive a lot of other carrier devices on their network. I actually took the liberty of talking to their twitter support staff. I'll post a screenshot in a bit of 1 other thing you should try to verify the phone is truly unlocked by AT&T. The rep fears they may be saying its fully unlocked, but they might be preventing something.

 

[bmhillegass87]

You may have tried this already when you were on the phone with T-Mobile, but its still worth a shot. Please see the below screenshot, you should be able to find this in the Cellular Network Settings > Network Operators (should be in the general area you have been working in). You'll want to search networks manually. If an error comes back, can you report the message back to me?

 

[Cricket Jiminy]

Looking back on the unlocked S7 Active ordeal, I am convinced that by default the phone won't work with certain T-Mobile towers, probably including the important Band 12.

I can't find a way to make all of its radios work to the full extent with T-Mobile towers. The Axon 7, in contrast, ships that way and works much better (for me) on TMO.

 

[BryanH79]

We game up. Seems to be AT&T bs. She's probably getting an S7 edge. Can probably sell the active to make up the difference.

 

[bmhillegass87]

We game up. Seems to be AT&T bs. She's probably getting an S7 edge. Can probably sell the active to make up the difference.

Hi Bryan,

Sorry to hear AT&T is being a pain about it. You should be able to recoup much of your money in that exchange (S7 edge vs S7 active). If you need me to go back to my T-Mobile rep to try something else please let me know. I'd be happy to do it for you! You may also want to talk to CS at T-Mobile and ask if they could give you a bill credit or something for all the trouble trying to get the device to work on their network. Seems crazy I know, but their staff is great, and they are always looking to bury the competition!

 

[BryanH79]

Cool I appreciate it. We have been back and fourth with them I love tmobile service but her frustration almost had her going to another carrier. I kept telling her it's the phone not the service.