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Re: Mobile data and wifi issues - All Carriers

(Topic created: 03-21-2019 02:02 PM)
Savededa
Cosmic Ray
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Galaxy S Phones

Let me start by saying I've escalated 3 tiers of tech support through sprint directly before I landed here. 

 

I have a s10+ and my wife has a s10. Our mobile data connection where we live isn't the best and rely heavily on wifi.

 

WiFi calling is somehow conflicting with sprints network. I drop calls anytime I use it as well as get a location timeout message from the wifi calling app. 

 

I also cannot send mms via wifi, only data which worked on my note 8 and s9. 

 

Calls drop often whether on wifi calling or mobile network. Sprint believes this to be a device issue. My daughter's LG tribute (free phone) can send mms via wifi and has zero issue with wifi calling. Multiple people on sprint community also experiencing same issues. 

 

I have updated prl as well as profile and refreshed network settings on my side as well on carrier. I'm seeing multiple reports of other s10s having similar problems.

 

Just bought 2 phones that pick and chose when they want to work for a whole lot of money. 

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Vong
Cosmic Ray
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Galaxy S Phones

@SamsungAdam, They did not offer to try a different sim card while I was at the store, and it did not cross my mind at the time. The store I was at really didn't do much in terms of trying to help me with the issue.. One technician there told me I had it in "Automatic" mode for the Network mode and that was my problem because it needs to be in "LTE/CDMA." I told him from the day I received the phone, 3-6-19, up until 3-14-19, it worked flawless in "Automatic" mode. Mind you I was not even aware it was in "Automatic" mode and not "LTE" because it worked just fine up until then. He switched it to "LTE/CDMA" and basically left it at that. While I was talking to get my phone switched, I lost service in "LTE/CDMA" mode at the store. I insisted I switch to a new device whether it fixes it or not since I was within my 14 day exchange period. I didn't want to take a chance to leave with the original pre-ordered phone and have that issue outside of my 14 day period and then have a hard time swapping it should turn out to be a device problem. So they agreed to swap my pre-ordered device for one they had in-store. Still encountered the problem on my way home from the store with the new device.. At this point, I have reset network, updated prl, profile, cleared cache, etc. I do not have another device to try my current sim card in another phone. They did not swap sim cards from my preorder device to the one I received from their in-store stock. I also did not switch the sim card from my previous device, Note 8, to the S10+ as I didn't feel I needed to since it came with one and worked well right out of the box, at the time.

kimmelchemy
Asteroid
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Galaxy S Phones

I've had the same exact issues. Got my S10+ on the 6th.. worked great till last Thursday night. Started getting offline and no connection errors like crazy. Samsung Support has been awesome attempting to help me out through Twitter DM and also following up with me. Sprint's phone rep seemed like she just wanted to get me off the phone. Sprint Care on Twitter DM wanted to have a tech specialist call me earlier but I decided to forfeit a little over an hour of my overtime at work to go to a Sprint store after they opened. They however would not allow me to get a new device. They got an email from corporate instructing them to not do this as the issue is software related and there will be an update eventually. I even brought up how hot my phone has been getting and my battery is draining super fast that it concerned me.. but just told me it was because of the phone constantly trying to establish mobile data connection. I don't know if the 6th is considered the 1st day in the 14 day return period or if I would still have tomorrow to goto a different sprint and complain. 

userfpfv1NCzq4
Constellation
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Galaxy S Phones

Had the same issues, the 14 day policy starts point of activation so you activated your phone on the 6th the 6th would be considered your first day. I went into a sprint store yesterday (my 13th day) told them the issues and they told me to call tech support I decided to do it right from their store, a little over a half hour goes by where she's resetting my phone remotely and having me try to update my profile I explain I've done this already a week ago when I originally called tech support. (Personally I was just waiting for perhaps a fix to be pushed through) anyways, I get an error message when trying to update my profile, so she asks me to open up my web browser and search something, asks me if it works and here is my response...."yeah I mean it works but like I've already told you I'm at a corporate sprint store I should hope I got service either way" she says good you're getting service, and this is where I started to get irritated, so I ask her then what the heck was the error message when trying to update my profile? And ofcourse my web is going to work at the moment I'm in one of your stores! So she asks me to hold, at this point the tech sees me and without my knowledge gets a full exchange ready for me. Comes over to me asks how it's going tells me he has an exchange ready for me and I tell them I'm in hold, he says I can just tell the tech thanks for the help and get off the phone and just do an exchange so i ask because I'm in hold if I can just hang up he says go ahead that's fine. SCORE! I get my exchange I make sure to set up the phone on LTE and turn off auto updates over wifi which I did in store incase I had any more problems and so far so good I have a phone that isn't a $1000 paper weight. Also they didn't tell me anything about an email they received where they couldn't do an exchange? 

 

As far as I'm concerned you have that 14 day satisfaction guarantee, if your 14 days aren't up they shouldn't have told you they couldn't exchange your phone I'd raise all types of commotion 

kimmelchemy
Asteroid
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Galaxy S Phones

Husband took my phone into a different Sprint store today. First said they couldn't give me a new device because they didn't have any S10+ phones at location. My husband asked rep if he could check other sprint stores in the area to get a different device, then the rep asked what location I got the phone from, preordered online through sprint. Rep said "Oh, you won't be able to change out for a new phone at any sprint stores because you ordered online. You'll have to call Sprint tech support and convince them to send you one." What in the world? 

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Samsung_duRtBBo
Constellation
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Galaxy S Phones

Same exact issue. Preordered the s10+ with sprint. First week was great than all the sudden it went down hill. Never have service can't send texts & always in roam. I've tried everything

userAnsDiRjrY3
Constellation
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Galaxy S Phones

Sprint is a horrible company and that is why you're having issues!

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luvlyt
Halo
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Galaxy S Phones

Here is FIXIT for my s10+ .... Thank you Romeo and Logan at sprint store - escondido.   Thank you @RedDragon got all your help.   Please leave comment if this works for you.   

What I was told ... the New s10+ is such a state of the art phone, that the capabilities haven't hurt "caught up"...

Here you go

Go to:

SETTINGS

CONNECTIONS

MOBILE NETWORK

NETWORK MODE

(Probably already on automatic)

CLICK ON -->

LTE/CDMA

solved my problems.  TRY IT!

 

"AUTOMATIC" means it is searching for 5G ... which is not available yet. 

 

YAY. .My phone works!!  Let me know if it works for you!!

👍🤗😉😊

 

Geno71
Samsung Care Ambassador
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Galaxy S Phones

Thanks, but what issue is this fix for?



If my post answered your question, please be sure to accept it as solution so other users can find answers quicker. And give it a Like. Thanks

Geno71-Ambassador-Signature2-1
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luvlyt
Halo
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Galaxy S Phones

@Geno71 , @RedDragon The mms texting,  roaming, network issues. 

 

The tech said until 5G is available,  and probably because it is Sprint,  this has been the "cure" for those that have returned to the site/ store   Samsung says it is a SIM CARD issue ... it works... my phone is working LOL... perfectly and i can send mms!  I don't understand the techie ... definitely agree @RedDragon this is issue between the two, Sprint and Samsung.   And a patch is being developed as well, mostly PRE ORDER phones are affected. 

 

I'm away from home...LOL and i can use my phone 😉

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RedDragon
Samsung Care Ambassador
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Galaxy S Phones

@luvlyt the S10 line do not support 5G millimeter wave antennas at all, it will not search for 5G but there is a version called S10 5G That is exclusive to Verizon only for now and that has 5G antennas and i believe it will release on april 13th.

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