03-27-2017 05:22 PM
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  1. Nate W's Avatar
    Well that didn't go as planned. They did the update to the imei had me reboot and still on H. They escalated me someone else who told me that the SIM is not compatible with my phone and I would need to go to AT&T to pick up a compatible SIM. I would imagine if the SIM is not compatible, I would not be able to use the phone and text. So I guess at this point I am heading to AT&T to see if someone there can fix it.
    If it's a pretty old sim passed down from phone to phone they might be right.
    03-12-2017 11:38 PM
  2. jenny311's Avatar
    If it's a pretty old sim passed down from phone to phone they might be right.
    I'm not sure what would be considered old in the world of SIM cards, but I can't imagine it is old. Got it from AT&T when I got the 950 from them last year, 2/28/16 to be exact.

    The phone call was pretty negative from the start. It was mostly a bunch of windows bashing with a bit of amazement that we found a place that actually still sell such things.

    Part of me believes it is their goal to shame windows phone users into using Android or Apple due to the bad experience they manufacture!
    03-13-2017 02:59 AM
  3. PerfectReign's Avatar
    SIM cards are the same as they have been for years. The only difference is size and form factor. I recently put a cut down micro sim from my wife's flip phone into her Lumia 640

    Sent from mTalk
    03-13-2017 02:37 PM
  4. Nate W's Avatar
    That is not entirely true for AT&T, and you can reference this document. I am not saying that is the problem with the Elite x3 in this thread but it is possible being an AT&T sim card that it might be. Then again all older sim cards incompatible could have been micro but it does not hurt to check...
    03-14-2017 01:51 AM
  5. jenny311's Avatar
    That is not entirely true for AT&T, and you can reference this document. I am not saying that is the problem with the Elite x3 in this thread but it is possible being an AT&T sim card that it might be. Then again all older sim cards incompatible could have been micro but it does not hurt to check...
    I'll be making the trip to town on Friday unless I can make time sooner. Guess we will see what AT&T says when I get there!

    On a side note if anyone knows why my Hotspot is showing up as 'Uninstalled app' in data usage and how I can get it to display as 'Hotspot' please share!
    03-14-2017 04:03 PM
  6. jenny311's Avatar
    Well AT&T was not much help. When we got close enough to the tower in town my phone switched from H+ to LTE. So the lady that helped us couldn't really see the problem. She went through all of my settings. The second SIM card was turned on in the settings and she turned it off. It was also set to not roam so she set the phone to roam. She didn't feel it needed a new SIM card but put one in there any way. She had hoped that turning off the second SIM would help, and also thought that the H+ could be showing because the phone wanted to roam. But of course because it wasn't showing H+ there she did not know. I also can't imagine why the phone would be trying to roam when I can see the tower from my house!

    As soon as we got into range of the tower by my house it switched back to H+ and now that I am home I am at just H no +. She also kept saying that it might be showing H+ plus on our local tower because "the phone is probably not compatible with AT&T". This of course makes zero sense that the phone is compatible with AT&T when in town but not at home. The one thing I do know is my 950 always showed 4g at home and LTE in town.

    She also thinks that the Hotspot is showing as 'Uninstalled App' in my Usage because I deleted an app needed for Hotspot. Obviously not the case because Hotspot is working and I wiped it last night and deleted nothing!

    This is very frustrating!
    03-14-2017 11:29 PM
  7. The SilentMajority's Avatar
    Hi jenny 311. Let me start off by thanking you, and all who have contributed, for a wonderfully detailed thread. Thanks to it, and my wife driving off with her 950xl on top of her car, we went out and purchased two new X3's.

    My phone bounces between 4g, LTE, LTE+ on the regular depending on where I am. Although I'm no expert, I can tell you that it is not your phone but the quality of service in your area.

    AT&T Service for me hovers around 50Mbps download to 3Mbps-20Mbps upload. The 950's never got close to that performance. Our X3's on home Wi-Fi runs circles around previous performance as well.
    aximtreo likes this.
    03-14-2017 11:48 PM
  8. The SilentMajority's Avatar
    I also had to change my mobile plan to add hotspot service to our lines ( although it worked out of the box with the 950xl). It did not work until the accounts updated, but works just as it did before with our previous phones. (shows 0/8 connected until connection is made).
    03-14-2017 11:55 PM
  9. jenny311's Avatar
    Hi jenny 311. Let me start off by thanking you, and all who have contributed, for a wonderfully detailed thread. Thanks to it, and my wife driving off with her 950xl on top of her car, we went out and purchased two new X3's.
    Well I certainly hope you both enjoy your new phones.

    So far aside from my two issues, I am certainly enjoying mine.

    My hotspot is actually working just as expected. But for some reason the fact that it says 'Uninstalled App' where it should say 'Hotspot' is messing with my OCD. But to it's credit it looks like it is displaying how much data the "Uninstalled App" has used accurately so that is what really matters.

    I am absolutely jealous of your speeds. Even if I solve this H+ problem I will never get close to those speeds!
    03-15-2017 12:40 AM
  10. Nate W's Avatar
    Well I certainly hope you both enjoy your new phones.

    So far aside from my two issues, I am certainly enjoying mine.

    My hotspot is actually working just as expected. But for some reason the fact that it says 'Uninstalled App' where it should say 'Hotspot' is messing with my OCD. But to it's credit it looks like it is displaying how much data the "Uninstalled App" has used accurately so that is what really matters.

    I am absolutely jealous of your speeds. Even if I solve this H+ problem I will never get close to those speeds!
    Are you still restoring from the 950 backup? Wonder if it showed that after the first restore you did and maybe that is part of it (Hotspot not looking right)? And yes moving from LTE to H+ is bummer. Maybe try putting roaming on? I am still trying to understand how AT&T's interoperability with Tmobile's LTE band 12 works exactly. If the phone has band 12 but an ATT sim it would seem logical that roaming be on to be able to know to jump to a band other than what is suppose to run on...anyway maybe worth a try I guess.
    03-15-2017 01:01 AM
  11. PerfectReign's Avatar
    I still need to call AT&T to turn H+ to LTE..
    Isn't H+ LTE lite? I think it was a precurser to LTE I had that on my Note 2 after I rooted and installed CyanogenMod.

    Sent from mTalk
    03-15-2017 01:15 AM
  12. jenny311's Avatar
    Are you still restoring from the 950 backup? Wonder if it showed that after the first restore you did and maybe that is part of it (Hotspot not looking right)? And yes moving from LTE to H+ is bummer. Maybe try putting roaming on? I am still trying to understand how AT&T's interoperability with Tmobile's LTE band 12 works exactly. If the phone has band 12 but an ATT sim it would seem logical that roaming be on to be able to know to jump to a band other than what is suppose to run on...anyway maybe worth a try I guess.
    Nope, when I wiped the phone the other night I did not bother with the backup. It was definitely the long way to do it, but I manually redid every setting, added every account and downloaded all of my apps. I kept my photos and music on my SD card but that is it. I should have thought to backup my ringtones from the phones drive before proceeding because it turns out the X3 has a pretty stark collection of tones. But I can pull them off my 950 at some point.

    Nope turned roaming back on but everything is the same.

    I'm going to give HP a call and see if they have any ideas. Hopefully they can help as I am running out of options. I really do not want to have to return the phone as I love it. But if my data speeds aren't much better then what I get through my DSL I might have to think about it. Now that I have Hotspot available on my phone at no extra cost I do not want to go back to using my 'pay as you go' hotspot which costs me $50 or more per month.
    03-15-2017 01:57 PM
  13. Nate W's Avatar
    You might be getting only or mostly bands 5 and 2 out there for AT&T. Bands 12 and 17 are the primary LTE bands.
    03-15-2017 02:25 PM
  14. jenny311's Avatar
    Isn't H+ LTE lite? I think it was a precurser to LTE I had that on my Note 2 after I rooted and installed CyanogenMod.

    Sent from mTalk
    Unless I mistaken H+ is more like a 3g+
    03-15-2017 03:08 PM
  15. Nate W's Avatar
    Unless I mistaken H+ is more like a 3g+
    Pretty much...depends on who you ask...anything up to 21Mbit/s. You can see an updated matrix on Wikipedia if you search in it for AT&T Mobility.
    03-15-2017 03:25 PM
  16. jenny311's Avatar
    Pretty much...depends on who you ask...anything up to 21Mbit/s. You can see an updated matrix on Wikipedia if you search in it for AT&T Mobility.
    Who you ask is correct. I've been told by AT&T that it is both slower and faster, HP says it is faster.

    OK for anybody experiencing the same H+ issues on AT&T with the X3 here is the complete journey, I'm posting it all as I don't know which if any of the earlier steps were needed to get to the end result. Also keep in mind I live in an extremely rural area (middle of nowhere Montana) and the AT&T tower closest to my house might not have been updated this decade, so your experience might vary. There are no T-Mobile towers any where near but there is a Verizon tower right next to the AT&T tower. I don't know if the existence or lack of other towers matters in this case, but it might be relevant to point out only because I know I did not get the below results roaming a near by T-Mobile tower.

    Day 1:
    • AT&T phone support changes imei. This is no help, speeds still slow but they tell me H+ should be faster then 4g

    Day 2:
    • Visited AT&T
    • They checked all settings
    • Put in new SIM Card
    • Turned off roaming.
    • Told me that H+ is slower than 4G.
    • When I got home I was still on H+
    • Husband changed several settings in many variations still H+ and slow speeds.

    Day 3:
    • As per Nate's suggestion turned roaming back on. Still H+
    • Called HP, not able to help with this, but told us it's all good because H+ is faster than 4g
    • Speed tests still struggling to go above 1mbps
    • Last ditch effort, called AT&T again.
    • First rep is no help but again tells me H+ is slower than 4g
    • Transferred to 2nd rep who looked up the stats for my local tower & the tower in town. According to him local tower only gets 3g capable of 3.5mbps town tower gets LTE
    • He also told us that H+ = 3.5g and for marketing purposes when phones with AT&T software (not unlocked phones) show 4g they are really getting 3.5g in other words H+
    • So the question we presented to the rep was why is my phone slower than all others in the house if the other phones 4g is = to my H+
    • AT this point AT&T rep had us change the APN to NXTGENPHONE. Not sure why he did not suggest this in the first place.


    End result I'm still showing H or H+. BUT now have the fastest download speed I have ever seen at our house. I don't know officially if H+ is faster than 4g as my local tower does not support 4g only 3.5g. I do know my H+ is now faster than the "fake for marketing purposes" 4g on the husbands droid. I'm Averaging between 4 and 5mbps with a high of 6.30. Upload speeds not as good but usable. My download speeds since the APN change have been consistently better by 1 to 2 mbps than the Androids & iPhones in the house as well as MUCH better than my 950 ever got.

    speed.jpg

    If anyone needs the settings Internet APN settings are below.

    iapn1.jpg

    iapn2.jpg

    And now that I know I am keeping the phone I am going to apply the Liquid Glass Screen Protector that just arrived in the mail.

    Thanks for the input and assistance it is much appreciated.
    Attached Thumbnails mmsapn1.jpg   mmsapn2.jpg  
    Last edited by jenny311; 03-16-2017 at 02:19 AM.
    TgeekB, Nate W, libra89 and 2 others like this.
    03-15-2017 05:30 PM
  17. TgeekB's Avatar
    Amazing how when you finally get to the right person it can make a world of difference.

    Sent from mTalk on my SP4
    jenny311 and libra89 like this.
    03-15-2017 05:33 PM
  18. Nate W's Avatar
    Who you ask is correct. I've been told by AT&T that it is both slower and faster, HP says it is faster.

    OK for anybody experiencing the same H+ issues on AT&T with the X3 here is the complete journey, I'm posting it all as I don't know which if any of the earlier steps were needed to get to the end result. Also keep in mind I live in an extremely rural area (middle of nowhere Montana) and the tower closest to my house might not have been updated this decade, so your experience might vary.

    Day 1:
    • AT&T phone support changes imei this is no help



    Day 2:
    • Visited AT&T
    • They checked all settings
    • Put in new SIM Card
    • Turned off roaming.
    • Told me that H+ is slower then 4G.
    • When I got home I was still on H+
    • Husband changed several settings in many variations still H+ and slow speeds.



    (so if you are paying attention at this point it seems as if H+ is slower then 4G at least in a rural area on AT&T)

    Day 3:
    • Called HP, not able to help with this, but told us it's all good because H+ is faster then 4g
    • Speed tests still struggling to go above 1mbps
    • Last ditched effort, called AT&T again.
    • First rep is no help but again tells me H+ is slower then 4g
    • Transferred to 2nd rep who looked up the stats for my local tower & the tower in town, according to him local tower only gets 3g town tower gets LTE
    • He also told us that H+ = 3.5g and for marketing purposes when phones with AT&T software (not unlocked phones) show 4g they are really getting 3.5g in other words H+
    • So the question we presented to the rep was why is my phone slower then all others in the house if the other phones 4g is = to my H+
    • AT&T rep had us change the APN to NXTGENPHONE


    End result I now have the fastest download speed I have ever seen at our house. Averaging between 4 and 5mbps with a high of 6.30. Upload speeds not as good but usable.

    Click image for larger version. 

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    If anyone needs the settings Internet APN and MMS APN are below

    Click image for larger version. 

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    Click image for larger version. 

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    mmsapn1.jpg

    mmsapn2.jpg

    And now that I know I am keeping the phone I am going to apply the Liquid Glass Screen Protector that just arrived in the mail.

    Thanks for the input and assistance it is much appreciated.
    One day I will figure out how to delete my default apn out of every unlocked Windows Phone I use on AT&T, which defaults to apn phone instead of nxtgenphone. Good job on that. Unless the unlocked phone was made 5 years ago it should default to nxtgenphone. I have no idea why Microsoft cannot provision this correctly.
    03-15-2017 05:36 PM
  19. jenny311's Avatar
    One day I will figure out how to delete my default apn out of every unlocked Windows Phone I use on AT&T, which defaults to apn phone instead of nxtgenphone. Good job on that. Unless the unlocked phone was made 5 years ago it should default to nxtgenphone. I have no idea why Microsoft cannot provision this correctly.
    I’ll be honest I was truly getting ready to return the phone. I had my figure on the return button in Amazon when my husband decided to give AT&T one last try! Had rep 1 not transferred him to rep 2 the phone would be in a package and on its way back!
    03-15-2017 06:15 PM
  20. jenny311's Avatar
    Amazing how when you finally get to the right person it can make a world of difference.

    Sent from mTalk on my SP4
    Which tells me there are too many people in tech support who might not be qualified to do what they do!
    03-15-2017 06:16 PM
  21. TgeekB's Avatar
    Which tells me there are too many people in tech support who might not be qualified to do what they do!
    Probably, but I'm not sure what the answer is.
    We have the same thing at work. Calling the help desk gets you a variety of possible scenarios. I imagine it is due to the vast array of situations and variables issues can bring. I also doubt these are highly paid tech gurus. Most are following templates or schematics to see if they can solve the problem. Often times it works if its a common issue. If its more difficult it may take days for a solution.
    Anyway, I'm glad you got it resolved and can enjoy your new X3!

    Sent from mTalk on my SP4
    jenny311 likes this.
    03-15-2017 07:15 PM
  22. Nate W's Avatar
    Probably, but I'm not sure what the answer is.
    We have the same thing at work. Calling the help desk gets you a variety of possible scenarios. I imagine it is due to the vast array of situations and variables issues can bring. I also doubt these are highly paid tech gurus. Most are following templates or schematics to see if they can solve the problem. Often times it works if its a common issue. If its more difficult it may take days for a solution.
    Anyway, I'm glad you got it resolved and can enjoy your new X3!

    Sent from mTalk on my SP4
    Any time "Call Center" is involved or prefaces the type of support you are getting, then quotas are factor too. Time on the call, resolution count, time to resolve, all those play a factor. I too can relate, and it burns me when the call center sends their problems to us or others, with either incorrect assumptions/info/details, not enough, or the worst is with no info or details at all.
    TgeekB and jayblazer like this.
    03-15-2017 07:40 PM
  23. jenny311's Avatar
    Just an FYI it was not my intention to shed a light on call centers or tech support. My husband managed call center for years. But there is no denying that there are always those that want to win the day for fastest call times and you can tell they aren't interested interested in actually helping. Many are wonderful, I was referring to those that make you wonder when you hang up if they actually got paid for that call!
    libra89 likes this.
    03-16-2017 02:18 AM
  24. jenny311's Avatar
    If anyone uses the settings I posted above please note I have removed the MMS settings as they were incorrect. Turns out the settings we had worked until I tried to send an attachment OR tried to open some but not all attachments. The default settings on the phone are the ones that work, so you do not need to change the MMS settings!
    paschott likes this.
    03-16-2017 02:22 AM
  25. GuarDeanne's Avatar
    So, Mrs Jenny.. :) after and while having dealt with your SIM and LTE issue, what can you tell us about your usage experience with x3 Elite? you know, the usual ( battery life, smoothness of operation, stability of apps, browsing experience)..
    libra89 likes this.
    03-20-2017 08:14 PM
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