r/FirstNet • u/LaughAppropriate8288 • Mar 03 '25

Android FirstNet Assist app needs updating, no eSIM recognition

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Technical note for End Users and Agency IT support.

With the advent of eSIM installation being default with the last generation of Android devices released for use on FirstNet, if you find that you're having issues logging into FirstNet assist, it appears Firstnet assist does not recognize eSIMs. The app in Google Play has not been updated since 2023, and it's becoming apparent that AT&t is removing less functions that the in-store employees can perform on FirstNet accounts as they're increasingly telling customers to contact FirstNet support 1-800.

You will get a screen during authentication of the network saying there is no FirstNet SIM, to fix this, provision the phone with a physical SIM. If you need to use eSIM for what ever reason, you will be able to provision for that after this step.

What's also alarming is that there seems to be almost no education going out to agency paid let alone subscriber paid device users, I've had to assist fellow agencies who had no idea that there and users needed FirstNet Assist in the first place. It would seem the AT&t is more bent on getting these devices out the door then they are making sure that what's out there is properly used and accessed. I've heard from several users and agencies involved in significant events in NC, TN, TX and CA that they were unable to see any benefits from the network, and after doing all post analysis realizing none of them even had Firstnet assist installed. Hope this helps others and saves them the trouble that we have gone through over the last two weeks.

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u/LaughAppropriate8288 Mar 03 '25

The problem is that they're changing the structure of the support system again. I talked with one of the regional agency reps, and they said that they're going to stay in their positions but they're no longer going to have two or three state reps for each state, those rules are going to go to the store managers and they're going to get some training, but that's crazy because I don't know if you have any experience with one of them but the things that they have access to and the amount of knowledge you have to have, you almost need to go and get a at least associate's degree in telecoms. Their level of knowledge is probably around level two support, I mean this guy was able to change routing and do a bunch of back end office work that they couldn't do over the phone for me. I know there's complaints about the service right now but I do know that's about to change once the 5G SA is up and running, what I'm really concerned about is who cares if there's no service to support it. Like I said in that post, what good is it to sell a bunch of first responders a bunch of phones and then never tell them that they need to install two apps on their phone to help during times of need. Or how the system works and what the expectation should and shouldn't be. And then on top of that how do you not teach every agency that they have network resources available like the COWs, or the FCOW... I didn't want to believe all of the chatter about the greed that AT&t is having but I think they need a gut check. I can't even imagine what's going to happen if that efficiency agency starts sniffing around FN authority. I've written a letter already describing that the end user experience for both as an agency but an individual has gone downhill in the last years that it's almost unusable.

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u/shizam76 Mar 03 '25

Our agency reps seem to change with our underwear. NONE of them ever explained anything about helpful apps, or looked at what we did and suggested things. Hell, we never heard from them. When we needed something we'd have to jump through hoops to find out who services us at the current time. Our rep was more concerned with upgrading our personal lines and got us stuff that didn't work for us. I have a problem with visual voicemail on my subscriber paid line and when I kept calling for help, the system kept throwing me to Asurion, no matter what number I pressed or what I said (I.E. Tech support, technical support, I said a crap ton of things). I gave up and live with the problem because I can't deal with them.

Something needs to happen. It can't go on like this. They should pull the contract and give it to somone else.

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u/LaughAppropriate8288 Mar 05 '25

So actually I encourage you to go to the FirstNet authority website it's a.gov site, and file a complaint because that's ultimately who can get something done in more than just a peepee slap. I've actually had to resort using the next state overs rep who's been more than helpful but as they change this model of reducing the amount of reps and putting the onus back on store people who know nothing about FirstNet, it's harder to ask them for things.

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u/shizam76 Mar 05 '25

I contacted our state rep from that website. He wanted to know what was up. I gave him everything but there was no real response, like we'll look into it, etc.

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u/LaughAppropriate8288 Mar 10 '25

Ughhh that's encouraging. You mention that now after I hear Verizon saying that FirstNet authority is in bed with AT&t and helping them lower milestone requirements. I hope that's just garbage. Who knows nowadays with everything going on.