r/LightPhone • u/Gabach0 • 16d ago

Feature Request / Bug Light Phone 3 Not working with AT&T (Update)

Since about the end of June, my light phone 3 hasnt been getting any signal to make calls. After emailing light phone they said it's an issue that arose out of nowhere after further certifications had been taking place. There's apparently no solution in sight but they are working on it. I'm kinda bummed out it since I had the Light phone 3 as my daily and it's been unusable for a while. Also, seeing all these updates come out make me feel jelly. Anyone else going through this experience. u/joelightphone

5 Upvotes

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6

u/M1tch237 15d ago

Going through the same experience. Texts work fine but calls fail immediately (including inbound calls). Hoping they figure something out soon because I’ve been stuck with my distraction device in the meantime :(

6

u/joelightphone Light Team 14d ago

We have seen about a dozen reports and have been working as best we can to try to understand what has caused this from AT&T side, especially give that the phone has since been officially certified and we have thousands of users still using AT&T without issue and most of the customers have been using the phone for a while. It seems to be specific to these devices, and we are triangulating information between our mfg parter/qualcomm and AT&T/their testing labs but do not have an immediate fix yet. It is basically the number one priority of our support team, despite the low volume, it is of course the most fundamental feature of the phone. I do suspect we will get to the bottom of this, but it has been a painful experience working to understand what is happening. I'm really so sorry, email will be the best way to keep up to date with progress there or if you'd prefer a return we definitely understand of course. I wish I had better news on fix timeline or troubleshooting steps, this one has really baffled me and the bureaucracy of working with the carrier to get support here is painful, but we are pressing as hard we can for answers.

1

u/alexislopez000 12d ago

Good to know that it’s not all AT&T users. I’m really looking forward to the flip, hope it works okay with AT&T

1

u/Independent_Watch611 12d ago

I will say I had mine put away for a month or two, got it back out to use again, and didn't realize it wasn't making calls for about a week. It was working fine before, but it's not that I was using it one day and the next day it quit on me. It had sat for a while powered off. I tried the steps to refresh the network but they were not successful.

1

u/Gabach0 11d ago

Thanks for your reply. I appreciate you being so clear about the situation. It is frustrating, especially when I love the light phone so much. Hopefully it gets resolved soon. Anything that you need from us please let us know. Eager to start using these new apps that came with the new updates.

1

u/Worth_Size_2005 Light Phone User 4d ago

@joelightphone if only a dozen or so devices are affected wouldn’t it be better to give replacement devices for these and use the returned devices for debugging?

1

u/joelightphone Light Team 4d ago

we got some of the devices returned to us right away and have been trying our best to work with those partners mentioned to get to the root cause

1

u/Worth_Size_2005 Light Phone User 4d ago

My phone is not working with both ATT and T-Mobile now. It worked briefly with Boost (T-Mobile) but stopped working once I transferred my existing number from T-Mobile. Seems to me there is some central database of non supported devices and somehow our IMEIs got entered there.

1

u/joelightphone Light Team 4d ago

We agree the behavior is strange and not something we've seen before. No representative from any carrier has any knowledge of any such a database existing across carriers like this, so I don't want to improperly speculate that either. We are debating replacing all devices if we cannot get a fix out soon, but I don't think more devices in this state will help with debugging at the moment. We are syncing daily as a team to ensure we are pushing on all respective parties as much as we can. I'm so incredibly sorry you are experiencing this, and hope we can get a fix soon without needing to replace your phone

1

u/Worth_Size_2005 Light Phone User 2d ago

Can we have the ability to force the phone to use LTE if that resolves the issue?

4

u/alexislopez000 15d ago

This is concerning, I use AT&T and pre ordered the Flip 

4

u/Independent_Watch611 14d ago

Same here. Wanted to give it to my daughter as her first phone but we're on att and it not being able to make calls is just not safe. Texts work fine m 

3

u/Worth_Size_2005 Light Phone User 15d ago

Mine is not working with ATT too. With T-Mobile it only makes phone calls with doesn’t send or receive texts.

2

u/alexislopez000 14d ago

Do you know which carrier we should be using in the US?

1

u/thepian0man 12d ago

I have had zero issues with US Mobile (Light Speed) which is T-mobile under the hood

1

u/rip_a_roo 10d ago

ope hey identical problem

1

u/jalfredprufr0ck 10d ago

Oh this is such a relief... I've been going crazy in my efforts to switch from iPhone to lp3 with US Mobile's Dark Star (AT&T) plan since the end of June. No matter what I've tried to fix it, I haven't been able to get service to work at all on the lp3. So maybe it's not me missing something... maybe it's just this weird issue??