Network/Connectivity How I fixed my AT&T LTE issue with OnePlus 5T

  1. ChadCastleberry
    Eclair Nov 30, 2017

    ChadCastleberry , Nov 30, 2017 :
    DISCLAIMER: If you don't care about the process and just want the fix, skip to the last paragraph

    Okay, so I have posted this on a couple different threads, but as it seems to be a big problem for a lot of people, I thought I would post my experience in a new thread. If you are a new customer, or getting a new sim card, with AT&T you are going to have problems. You will more than likely not have LTE service. You'll be stuck at H+. I don't know if this is a OnePlus issue or AT&T shenanigans and it doesn't matter. The important thing is getting it fixed. Here is a detailed rundown of everything I went through.

    My first step was to contact ATT tech support. This is a pain in the ***. Every person you talk to is going to give you a different answer. I'm assuming they have a company policy to never say "I don't know" so they all make stuff up. It's a bit annoying. The first tech told me I had a "Non-LTE sim card. The second tech told me there is no such thing as non-lte cards anymore. The third tech told me it was a defective phone. The fourth tech told me they would have to submit my IMEI number to be added to the database, which would take a couple weeks. The fifth tech told me they don't support OnePlus at all and then recommended I buy an ATT phone.

    The sixth tech was finally helpful. She tried a million things on her end and finally said that the store associate probably activated the card as an AT&T certified device. She told me to go back to the store and get a new sim card, this time instructing the associate to activate it as an "unrecognized device"

    It was already late, so I would have to go the next morning. In the meantime, I called my wife at work and told her to put her sim card in a coworkers certified AT&T phone. She did that, turned on the phone, waited for LTE to appear and then removed the sim card and put it back in her OP5T. She had to switch her APN back to "ATT NextGenPhone" and She immediately saw LTE appear. So that worked for her phone.

    It did not, however, work for mine. So the next morning I went to the store. First I had them put my sim card in one of their phones. Nothing. They weren't getting LTE. So the associate decided it had to be a faulty sim card. I told her what the online tech told me."The online tech I chatted with told me to have you activate a new card as an unrecognized device." She said "okay" and started the process. We put the new card in my phone and BAM! Sweet, sweet LTE. I then ran a speed test and had the store associate do the same thing on her phone. The speeds were a bit on the slow side, but they matched. So my OP wasn't being throttled or anything. I've had no problems since then.

    Long story short, if you aren't getting LTE and tech support is no help try putting your sim card in someone elses ATT phone and see if LTE works. If it does, put it back in your phone and you should be good. Otherwise go to an ATT store and tell them. "I need a new sim card and tech support wanted me to tell you that it needs to be activated as an unrecognized device" That will hopefully do the trick!

    Good luck!

  2. goldenlight
    Gingerbread Nov 30, 2017

    goldenlight , Nov 30, 2017 :
    "IMEI number to be added to the database" Good luck with that..:rolleyes: Activating it in an AT&T PHone then moving the sim chip back over to the Oneplus did the trick for me. Luckily I ran into rep that was familiar with the phone

  3. ChadCastleberry
    Eclair Dec 1, 2017

    ChadCastleberry , Dec 1, 2017 :
    Yea, OnePlus makes up such a small part of AT&T's profit margin that they have very little interest in dealing with it. I'm thinking a lot (not all) of OnePlus users issues is from associates activating the card as if it was any other AT&T phone that you bought in the store. It makes sense. They activate a thousand AT&T phones per day so they are stuck in the routine. When a non AT&T phone comes along that needs to be activated differently, they don't do it right. When I specifically told them to activate it as an "unrecognized device" all the problems vanished. OnePlus just isn't popular enough yet for associates to know how to handle their activation.

  4. crakerjac
    Froyo Dec 1, 2017

    crakerjac , Dec 1, 2017 :
    Having the exact same problem. ATT is sending me a new sim and it should be here today. I'll have it 'activated' in my wife's S7 then swap it over to my 5T.

    I'll report back what worked for me.

  5. ChadCastleberry
    Eclair Dec 1, 2017

    ChadCastleberry , Dec 1, 2017 :
    Hope it works for you! Seems like AT&T needs to do a better job training their employees how to activate non-AT&T phones.

    OH! and make sure when you put the new card in that you have your APN set to "ATT NextGenPhone" That's the LTE setting. "ATT Phone" APN is only going to give you H+

  6. husky55
    Eclair Dec 2, 2017

    husky55 , Dec 2, 2017 :
    Hi Chad, thanks for posting your experiences. I went to the att store at Clinton, Connecticut and spent more than 2 hours there. The tech Rolanto (sp ?) and the manager Mike spent hours playing with my 5t, changing apn and what have you to no avail. I tried to tell them to see your post and try the solutions you offered. Mike said absolutely att will fire him if he tried either of your solution. And so on ...I am extremely frustrated and stuck on h+. They all agreed that my plan att is lte. I tried the sim switch myself on the amazon fire phone that I own and it did not work for me.

  7. goldenlight
    Gingerbread Dec 2, 2017

    goldenlight , Dec 2, 2017 :
    Strange the sim trick usually works..

    You can Try the Legit way..
    1) Activate the sim card as a "unrecognized device."
    2) Slowest way.-->AT&T can open a ticket to have the IEMI number registered into there Database so it can be recognized.

    Update: Some how my old IMEI number Has returned.. NOt sure if ticket did it or the system just corrected it

  8. crakerjac
    Froyo Dec 2, 2017

    crakerjac , Dec 2, 2017 :
    Good news and bad news.

    The good: I got my new sim in the mail, inserted that sim in my phone and activated the sim with the ATT All Access app. Sim activated as a Nokia something and once completed, I had LTE. Yay. I should have stopped there.

    The bad: When the sim activated, it assigned me a new phone number (which I didn't want). Back to the ATT store I go and they delete the new number on my account and set me up on a new sim with the current number. Guy said people on the internet are stupid and registering as an 'unknown device' will change nothing. With the new sim activated at the ATT store I'm back to H+ and I cannot connect to the NXTGENPHONE APN. He said it will take an hour or so for my phone to connect. I call bull ****.

    love1plus1specs likes this.
  9. goldenlight
    Gingerbread Dec 3, 2017

    goldenlight , Dec 3, 2017 :
    try typing *#*#4636#*#* in dialpad . Under Phone info Choose Network type LTE/UMTS auto(PRL)..

    love1plus1specs likes this.
  10. crakerjac
    Froyo Dec 3, 2017

    crakerjac , Dec 3, 2017 :
    No dice. Doesn't change anything.

    I've got one more unregistered SIM that I can try something out on. I'd like to try registering myself the way I did before (registered as a Nokia phone and got LTE), but keep my number. I just don't know how to do that without bringing in someone from ATT and end up back on H+.

    Oh. And now more than an hour after leaving the ATT store and I still cannot get data on the NXTGENPHONE APN.

  11. crakerjac
    Froyo Dec 3, 2017

    crakerjac , Dec 3, 2017 :
    Update. Just spent the last hour with 2 technical support guys. The last guy apparently did an "IMEI and ICCID update on my account". He sounded purposefully vague on what exactly he did, but I now have LTE.

  12. husky55
    Eclair Dec 4, 2017

    husky55 , Dec 4, 2017 :
    I am so happy you posted this info. I have the same exact problem. How did you chat with the technical support guy. Sign in your account and click chat? I did that and the guy told me to reset the network on my 5t and that did nothing except it deleted all my info.

    I have an extra att phone, I put the att sim from the oneplus in it. But I only get H+ on that phone. So I plan to go to att store and ask them to activate lte on that old phone. Now when I put the sim back into the oneplus, in my account does it show as oneplus, unknown or the old att phone? In other words, what imei will it be for my oneplus? I would assume it will be the old phone imei since the sim was activated on it. I am kind of one track mind about lte, because I had trouble sending pictures over H+. I don't know why I seemed to have problem when other oneplus owners seemed to fix their lte easily.

    PS. I took the 5t to the att store and bought the sim from them. They activated the oneplus imei so that might be the original problem. I really need to fix this.

  13. crakerjac
    Froyo Dec 4, 2017

    crakerjac , Dec 4, 2017 :
    I contacted via chat here: https://www.att.com/contactus/index/wireless.html

    Do you have a 2nd line on your account with an LTE sim? How about a friend with an ATT LTE nano sim. Put that sim in your phone and see if you get LTE. If so USE THAT information with the chat support. They will try and say that H+ is basically LTE or that your phone doesn't support LTE. If you say that you put your (for example) wife's sim in your phone and got LTE, then put your sim back in and got H+, it HAS to be something with either the SIM and/or information on your line not allowing you on the LTE network. Also, with your sim, check the APN settings. I did NOT get data on the NXTGENPHONE APN and I could only get data on the Phone APN. With my wife's sim, I got on the NXTGENPHONE APN. Also, once my issue was fixed, I'm also on the NXTGENPHONE APN. As stated above, it appears that ATT is not allowed to say 'I don't know'. So as long as they haven't resolved the issue or say they don't know, keep pushing. Worst that will happen, is they transfer you to a specialist that will 'look into your account'. That's a dead end.... I went down that route... no issues found on my account... So I just hopped back on chat and tried again.

    ATT stores have been less than helpful. One store I swear the guy was sleeping at the desk he was so bored... he just told me to call ATT support and went back to his nap.

    love1plus1specs likes this.
  14. husky55
    Eclair Dec 4, 2017

    husky55 , Dec 4, 2017 :
    thanks. I chatted with a wonderful tech and she knew about the CDCID and she is fixing it for me. You don't know how much I appreciate this.

    love1plus1specs likes this.
  15. love1plus1specs
    Gingerbread Jun 9, 2018

    love1plus1specs , Jun 9, 2018 :
    I've heard this twice now... Putting sim in a networks phone... I've got about 45 amps out of my phone using a prior networks phone sim... I think common name phones curtail to networks conditions, one plus is like kinda who gives a **** about America's corporate capitalism... Like Tesla, I think who wanted to decentralized electricity... Electric companies been killing us... Well, natural gas did back in 2008 peak of economic crisis, therms went to 1.40 from.. 35? Now about .25! American corporations r trying everything they can to rape us... Maybe, Hotspot still works without networks knowing? I have hot spot included in my plan.. Unsure if 6 is like the one allowed Hotspot? Networks know? Idk? They don't like not making a profit... That's probably the ISSUE. .. REMEMBER VIDEOON DEMAND STREAMING ISSUE, ONEPLUS PROBABLY had to fork money to get license, software rights... America corporations tries every which way to get money... Yet, those unaffordable, barely any prescription insurance covers that harvoni, $1000 a pill, cure... Whereas totally 88k for cure, whereas India is license to make same drug, cure costing measly 1000, not 88k... I do not enjoy this nation much... Fortunately we have many compete domestic companies competing for our business... Not like the straight talk owner, Mexico movil owner Carl Sims? I think his name... Phone prices r high in Mexico... He jogged the phone mar

  16. love1plus1specs
    Gingerbread Jun 9, 2018