Mobile data and wifi issues - All Carriers

[Savededa]

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. 

[usermAwJE2shHR]

Samsung. This is a serious problem. We need you to update us on the situation asap. We payed a lot of money for these devices and for them to not work in such manner is unacceptable. A brand new phone that cannot connect to its network in 2019 is ridiculous. Please stop pushing the blame on the networks. I am currently sending my phone in for warranty repair and I should not have to for a phone that's less than one month old. Now I'm stuck using a budget LG phone for 2 weeks while I send in my brand new pristine condition T-Mobile s10+. I feel cheated out of $1000. 

[userRX3TataRWc]

S10+ with sprint. No cell service, phone is getting extremely hot, and battery is draining within a few hours. Issue started last Wednesday after a security patch update that Samsung pushed out over the air. Called Samsung support line tonight, what a joke... They said that my $1,000 phone that I pre-ordered and received less than a month ago that they bricked with a security patch update last week cannot be replaced. Then the guy actually tried to tell me that Samsung didn't design the security patch. I've been driving around these last few days, losing my mind, scanning for open Wi-Fi networks so I can make phone calls, send messages, and check work email throughout the day as I now have no cell service. Unbelievably, poor customer service. I am completely shocked by their lack of response in handling this issue. As someone who has purchased nothing but Samsung electronics and appliances for the last 17 years and a huge brand advocate I can honestly say I think I'm done with the brand as a whole. Incredibly disappointed with Samsung right now.

[USGCCACM1126]

I hear your frustration completely, have you already tried a factory reset to see if it's a bug in how the patch implemented? You might want to see about doing an emergency software recovery through smart switch as well, as that fixed a similar issue on my Note 8 in the past.

[userRX3TataRWc]

Thanks for the feedback, took my phone to a Sprint store earlier today, and they did a bunch of troubleshooting on it but the issue remains. They recommended that I call Samsung for a replacement device. The sprint rep said they've had a quite a few people coming in with the same issue with their S10s the last couple of days and that an internal email went out company-wide at sprint yesterday afternoon about it. They are aware of the issue but haven't figured out how to resolve it yet, other than to pull the update apparently so it doesn't ruin any more S10 devices. Meanwhile myself and countless others are left without wireless service or any type of resolution. It's actually gotten so bad to where I have to use my wife's hotspot on her iPhone to make calls over Wi-Fi on my S10+ when we are together. Completely unacceptable way to operate a business. How can a company justify $1k for a mobile device that is clearly defective and then won't even replace or standby their product more than 14days from the date of purchase. This is a sick joke and Samsung Mobile and Sprint executives need to step up, acknowledged the issue, and come up with a resolution for their customers that are being affected by this issue.

[userUEj5BgD4mG]

As I posted earlier I had the same issues and I recently disabled both 41 bands and band 25 and I'm having reasonable service now.  Not lightning fast but bearable.  FACT: Samsung and sprint have the crappiest customer service! I guess as far as Samsung goes, all there money goes into there Technology that they cant afford to have a decent customer service option!

[userUEj5BgD4mG]

As I posted earlier I had the same issues and I recently disabled both 41 bands and band 25 and I'm having reasonable service now.  Not lightning fast but bearable.  FACT: Samsung and sprint have the crappiest customer service! I guess as far as Samsung goes, all there money goes into their Technology that they cant afford to have a decent customer service option!

[userbV6YkxtkyX]

At least sprint gave you an option to return some service to your phone. I have Verizon and am having the same issues as everyone else. Spent hours on the phone doing support and did a factory reset to no avail. They couldn't help at all and ended up saying that Samsung will just need to release some new update and I am basically  out of luck  until then

[user5sCvGKFnPI]

sprint customer here. Same exact scenario. I told the rep, WOULD YOU WANT TO PAY $1100 for a phone that does work?

I begged for my S7 Edge back. No can do. Or so they say.

[JKII]

I live in the Ft. Lauderdale area, same issues, phone works perfect for a few minutes and then will not make or receive calls, network lost, roaming, emergency calls only, RLI Notifier message pops up, phone crashes, Sprint is helpful and polite but no resolution, called Samsung and they said I could mail the phone back for 11 days and they will look at it or go to the local U Break, I Fix store who is an authorized dealer so I called them ad they have no idea there is an issue, I have been a loyal fan of Samsung and Android for almost ten years and I think i am done after this lack of response, I have tried everything, I missed calls from my wife, kids and boss, could not get worse!!!!!!!!! Why is an update or resolution taking weeks?

[userRX3TataRWc]

Thanks for the feedback, took my phone to a Sprint store yesterday, and they did a bunch of troubleshooting on it but the issue remains. They recommended that I call Samsung for a replacement device. The sprint rep said they've had a quite a few people coming in with the same issue with their S10s the last couple of days and that an internal email went out company-wide at sprint  around 5pm on tuesday about it. They are aware of the issue but haven't figured out how to resolve it yet, other than to pull the update apparently so it doesn't ruin any more S10 devices. Meanwhile myself and countless others are left without wireless service or any type of resolution. It's actually gotten so bad to where I have to use my wife's hotspot on her iPhone to make calls over Wi-Fi on my S10+ when we are together. Completely unacceptable way to operate a business. How can a company justify $1k for a mobile device that is clearly defective and then won't even replace or standby their product more than 14days from the date of purchase. This is a sick joke and Samsung Mobile and Sprint executives need to step up, acknowledged the issue, and come up with a resolution for their customers that are being affected by this issue.