Moto G Power 5g Missing Features

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Just to put that response into perspective, AT&T can't change your phone. Whatever programming is on your phone is not compatible with AT&T. If it was originally sold for Verizon, or for straight talk, it's not too surprising that it's programming does not function on AT&T. It may or may not function on a different service provider.

Unfortunately, the current rules only require that the phone be unlocked for use on compatible carriers. All of the features are not guaranteed. Especially not on phones our programmed specifically for the carrier that's sold them. 

Since you're stuck for a year, it might be best to sell the phone and purchase a similar or identical phone that is more compatible. 

It's kind of ironic because AT&T used to be very flexible and as long as something had compatible bands, it would work. Now AT&T is the least flexible service provider. I've had better luck with some phones working on Verizon 

No, my phone is compatible, even says it is according to the list that they make and was updated in February of 2024.  It is At&t that has my phone locked from using these features, even though it states in their literature that it is comparable and has no special conditions.  It's not my handset that is the issue, it is the network and At&t that is making it this was.  According to their literature, the list of comparable devices, I should have HD voice, wifi calling, video calling and 5g.  While I have 5g, the other features are not provisioned correctly and I can see that from my phone's info screen.  It's not my phone, it's the service.

@ATTHelp I have attempted to work this out through the customer care, both text and by voice call, they have done little to solve the issue.  The last agent connected me to Motorola, who could not offer any solutions other than reinforcing that my phone is capable of these features.  Can you give me a link to use to work this out through email instead of by text or voice call?

@bender654 

I would agree with you that between being on AT&T's whitelist (assuming it's the exact model number they specify - XT2311-3), and the fact that it's not even listed on the other AT&T list that shows "supported services for unlocked devices", that device should be fully functional.

But can you verify the model number?  There are apparently 6 other model numbers for that phone. XT2311-1, XT2311-2, XT2311-2PP, XT2311-4, XT2311-5, XT2311DL 

Any other number besides XT2311-3 will not be completely compatible.

@joeldf It is the XT2311-3.  And all features should be supported. It should not be on a blocked list or have any features deactivated.  Yet ATT support is being far less than considerate when it it comes to their support on this issue and I'm just being passed around.  I very much regret this choice.

@ATTHelp I hope that you consider updating your company's device profile so that these features are available.  It would be appreciated.

Oh that's not up to AT&T. It's entirely on Motorola, and the previous service provider that your phone was sold by.  

AT&T does not have the right to update software on a phone that they didn't build and they didn't sell 

It is your problem now 

@formerlyknownas There is no reason for you to stick up for this company and offer your 2 cents and in the process blame me, as if it's my fault.  My phone is retail and unlocked, not carrier specific.  You have made an assumption and you are in the wrong.  All this company has to do is fix one IMS setting.  I can guarantee that it is in the software they use for activation and provisioning.  The issue is that there is no protocol for dealing with this issue, at least not yet, and whoever I randomly get on a chat or call either does not know where to change this setting, or has been trained not to do this work.  And that's that.  What do you have to gain for vouching for this company?  If you were in my position I'm sure you wouldn't think the same. 

@bender654  File an online complaint with the BBB. That gets forwarded directly to AT&T Upper Management and someone will contact you. It could be a corrupted file on your account or something on the backend that will take AT&T IT to fix. Or, if not, hopefully they can give a reason as to why. My guess is that it has something to do with the hardware/firmware configuration not being certified by Motorola for use on AT&T.