[HTC U11  Questions & Answers] JEANRIVERA:
this is a converstion transcript from htc chat support

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Me:5:57 PM

I need help connecting to my network

Gina G.:5:59 PM

Hi, thank you so much for contacting us through the HTC chat technical support channel. I will be more than happy to help you today.

Gina G.:6:00 PM

How has your day been so far?.

Me:6:01 PM

hi gina I have bben back and forward with AT&T with this phone

Me:6:01 PM

*been

Me:6:01 PM

every time they register the IMEI on their system I don't get LTE data

Me:6:02 PM

but if I give them HTC 10 I get LTE data

Me:6:02 PM

I have to use a generic apn stting to connect to their network and have only 3g

Me:6:03 PM

and if I use u11 IMEI on their system or the HTC 10 IMEI I never get VoLTE to work either

Me:6:03 PM

but your web page says it is compatible

Gina G.:6:03 PM

It is, just to make sure have the updated the PRL?.

Me:6:04 PM

they tell me HTC hasn't certified the U11 on their network and that is the reason why it doesn't work

Me:6:04 PM

at&t is a gsm carrier it does not have prl update like sprint does

Me:6:05 PM

can you transfer me to somebody that knows what i am talking about because apparently you don't know or you are not reading my messages

Gina G.:6:06 PM

Jean, It’s perfectly understandable that you’re very upset about what’s happened.

Gina G.:6:06 PM

The thing is that in order to activate the mobile data ATT needs to refresh the network.

Me:6:07 PM

I spent 2 hours with at&t on the phone and chat support trying to figure this issue

Me:6:07 PM

and you apparently don't know what this is related to

Gina G.:6:08 PM

But no problem I can provide telephone information to a higher department, they will be sending a request to ATT to refresh this service, you might be reached in the next 24 hours.

Me:6:08 PM

everyone knows that at&t is a GSM carrier not a CDMA carrier that have PRL update on the settings of the phone

Gina G.:6:09 PM

I will need to gather some information from you, then I will let you know the ticket number of your case.

Gina G.:6:10 PM

May I have the SIM number?.

Me:6:11 PM

give me a minute

Gina G.:6:11 PM

Take your time.

Me:6:11 PM

and what this will do? giving you me SIM?

Gina G.:6:12 PM

We will be sending a notification to ATT in order to reset the network on your phone.

Me:6:14 PM

and how long does this can take?

Gina G.:6:14 PM

24 business hours.

Gina G.:6:14 PM

Do you have the order number of the phone?.

Me:6:14 PM

yes I do but why does it matter?

Me:6:15 PM

it doesn't matter where I got the phone from HTC.com amazon ebay.... still not going to work that doesn't change anything

Gina G.:6:15 PM

I need to send this information to a higher department, they will be sending ATT a request to reset the network on your phone in order to activate the mobile date on the phone.

Me:6:16 PM

give me a reason related to my issue that will require me giving you my order number and i give it to you

Gina G.:6:16 PM

Because you need to activate this service.

Gina G.:6:16 PM

The system requires this information.

Me:6:17 PM

what about if I received the phone as a gift and I don't have an order number?

Me:6:18 PM

I think the serial number or the phone or the IMEI will be more helpful

Gina G.:6:18 PM

No problem, no I need the ID number of the Sim card.

Me:6:18 PM

IMEI 358xxxxxxxxxxxxx

Gina G.:6:19 PM

Is a little number that stars with 89.

Me:

sim 8901xxxxxxxxxxxxxxxxxxxxx

Gina G.:6:20 PM

Thank you, is this a new sim card?.

Me:

yes just got it yesterday

Me:

before that i was using the one from htc M8 since it was the I was using on my HTC 10 and it was working perfectly fine

Me:

I know it was an 4 or 5 years old sim so I requested a new one

Gina G.:6:22 PM

Oh, much better.

Me:

I have been using HTC phone for more than 10 years

Me:

and I would like to keep it this way and not walk away from HTC because they false advertise something

Me:

I have been with AT&T 12 years also and never had this kind of issues with their network

Me:

I am a loyal person if the service and devices work fine and as they should

Me:

I understand I might not get wifi-0calling because the carrier restrict it only to their own sell devices but VoLTE is a different thing and worked fine o the HTC 10 a device they did not carried

Gina G.:6:27 PM

I understand why are you feeling this way now.

Me:

so how do I contact htc again regarding this issue without having to explain everything again, if it not resolved within 24 hours?

Gina G.:6:30 PM

I have a ticket number for you, it is the: #117245892327.

Me:

I can call or chat and give them the ticket number and it they will open my case?

Me:

even on phone support?

Gina G.:6:32 PM

We have both channels open you can give us a call to the # 1-866-449-8358 or contacting us via chat.

Me:

can i use phone support via calling and they will have access tomy ticket also?

Gina G.:6:34 PM

Yes.

Me:

ok perfect within 24 hours this issue should be resolved?

Gina G.:6:35 PM

Exactly in the next 24 hours, ATT should have this issue resolved.

Gina G.:6:36 PM

They should have reset the network.

Me:

can you send me a transcript form this conversation to my email?

Gina G.:6:38 PM

In this case, we recommend to take screenshots of this interaction or you can copy and paste the interaction to a word document.