Moto Z Play Unlocked AT&T Version - LTE data issue

[Sailindawg]

I received the unlocked MP from Best Buy in the 20th October. I took my AT&T sim card from my 2014 UNLOCKED Moto X and put it into my shiny new MP.

All was fine, I was getting LTE data & the LTE icon was showing on the new MP. Until today. Sometime this morning, I went from using LTE data to having no mobile connection.

I called AT&T & spent over an hour "troubleshooting". At the end of it, no love, no LTE, no service. The AT&T rep read some boiler plate that not all unlocked phones will work on their network or some services may not be available.

I asked to explain what services. No response more boiler plate. I asked how could moto advertise this phone for 3 months using AT&T's name and touting network compatibility. More boiler plate.

I took to the internet, searched, found a different APN from AT&T. Only difference really was the name, phone vs nxtgenphone. With this change I got HSPD+ data, but no LTE or LTE icon.

I pulled the sim card out, put it in my 2014 MX. No problems, LTE as evidenced by icon.

Put sim back in my MP, I'm still on H+, but I can use nxtgenphone as apn name.

Is anybody else, after buying a Best Buy MP having the same issue. I know this is a mixed thread, but I only want to hear from AT&T users.

I have seen this kind of thing before as phones come out & the IMEI's haven't been transferred from manufacturer to carrier. I haven't brought the phone to AT&T to get the phone reprovisioned with a new sim card.

I have not posted on MOTO's site as of yet or contacted them for their story. I'm still pretty steamed over the boiler plate crap from AT&T.

 

[dpham00]

Had the same problem on my Moto g4 unlocked. Att was useless troubleshooting but what did work was having att activate a att 4glte phone on the line. You don't need the physical phone just imei. Then pop the sim into the moto z play

 

[Sailindawg]

Please explain a bit more in detail? I have family plan & wife has Samsung S6.

Thanks.

 

[barrycinti]

I had the same problem with a different phone, Galaxy S5. I went to an ATT corporate store and got a replacement sim. Maybe they did the activate 4G LTE during the sim activation process. When I got my moto z play from moto I went to an ATT store and got a SIM from them and it worked, no problem. Maybe something is not provisioned correctly.

 

[Rukbat]

Please explain a bit more in detail?

Call them, ask for tech support and ask them to activate 4GLTE for your phone (not for any other phone on your plan - don't fix what isn't broken).

 

[dpham00]

Call them, ask for tech support and ask them to activate 4GLTE for your phone (not for any other phone on your plan - don't fix what isn't broken).

Unfortunately that didn't work for me because the phone is not an att phone.I just went in circles with Att customer service which was pretty frustrating and time consuming. I finally decided to give them the IMEI of an old att 4glte phone that I had and it worked

 

[Sailindawg]

Re: Moto Z Play Unlocked AT&T Version - LTE data issue

Calling tech support is a waste of time. They are not helpful. I think getting the phone reprovisioned at a corporate store may the my best bet. I just need to make time to get it done.

 

[Sailindawg]

Re: Moto Z Play Unlocked AT&T Version - LTE data issue

Call them, ask for tech support and ask them to activate 4GLTE for your phone (not for any other phone on your plan - don't fix what isn't broken).

I did this. I spoke directly about my phone, the moto Z, not the other phones on my account.

 

[Sailindawg]

Re: Moto Z Play Unlocked AT&T Version - LTE data issue

I had the same problem with a different phone, Galaxy S5. I went to an ATT corporate store and got a replacement sim. Maybe they did the activate 4G LTE during the sim activation process. When I got my moto z play from moto I went to an ATT store and got a SIM from them and it worked, no problem. Maybe something is not provisioned correctly.

What APN did they use for your phone? Could you post the APN values?

Thanks.

 

[Sailindawg]

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