Surface Duo 2 on AT&T unable to make or receive calls

Question

Surface Duo 2 on AT&T unable to make or receive calls

Anonymous

My Surface Duo 2 recently stopped being able to make or receive calls on the AT&T network. The sim card works on other phones, just not my SD2. It worked well up until last week. The two changes were that I enabled line synching between my watch and phone. That has since been removed but not solved the problem and AT&T claimed the number syncing was set up and working on their end. The other change was a trip to Mexico where I enabled data roaming. I have turned that off and am back home. The network appears on the phone so it appears that I am connected, and AT&T claims this is a device issue. I have reset the Phone app and all the network settings multiple times with no impact. When making a call, the call simply ends immediately. When receiving calls, all calls go straight to Voicemail.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

Accepted answer

6 additional answers

Answer 1

So I dropped by ATT and picked up a new SIM card today in the hopes that would help. It did! Just glad to have it working again. There were a few others in the store, including ATT employees, that were having the exact same issues on BYOD phones. New SIM cards were helping in about 1/2 of the cases. Luckily it appears to be a simple solution for Surface Duo 2 users.

Answer 2

Hi NedScheetz,

We understand that AT&T claims this is a device issue.

Can you please provide a screen capture of your APN settings: Settings > Network & Internet > Mobile Network > (Select your mobile network) > Access Point Names > (Select the default APN) > Scroll down to 'APN Type' - and provide a screenshot of what you see here. If you would prefer to provide this via private message, please let us know.

Thank you

Answer 3

Attached is the screen shot. One other thing of note. In looking at the ATT forum, I found the comment below for others experiencing this issue. If I do change the "Set Preferr Network Type" from "NR/LTE/CDMA/EvDo" to "TDSCDMA/WCDMA" I can then make and receive calls. OF course then all data speeds drop tremendously.

I also spoke with an ATT Advanced Support person who told me that with the drop of 3G, ATT is no longer supporting BYOD (Bring your own Device) devices. Not sure if that is real or not, but if so then Duo 2 will no longer work on ATT. Can't believe that to be the case.

Answer 4

Can you continue with the evaluation of this problem even though the Sim card change has fixed the OP's problem? I have a brand new Surface Duo 2 and the Sim card was just replaced in my previous device 2 weeks ago. I am able to receive calls but unable to make calls. My only differences in the screen shot you asked for are the MNC is 280 and the APN Roaming Protocol is IPv4/IPv6.

Answer 5

NedScheetz, I'm glad the new SIM card fixed the problem.

That line about bring your own that you were given by the AT&T reps is ridiculous given the current information on att.com: at https://www.att.com/buy/phones/universal-sim-card-bring-your-own-phone.html. I've often gotten 3-4 answers to the same question when speaking with an AT&T rep so I never really believed them.

I was using an AT&T SIM that was about seven years old and it worked fine. I'm not sure why yours didn't.

(I have since departed the clutches of AT&T -- because our plan was so old it did not include 5G and only allowed 2GB of data shared by two lines. To move to a 5G plan would have cost $50 more per month. Needless to say that wasn't going to fly, so we moved to T-Mobile and have a 5G unlimited plan for two lines that is $10 less per month than our old AT&T plan -- which included a corporate discount by the way -- and $60 less per month than had we stayed with AT&T.)

Share via

Surface Duo 2 on AT&T unable to make or receive calls

6 additional answers