Samsung Galaxy S20 - Major Fault with connection drops and failing to receive calls and SMS

Forums › Android › Samsung Galaxy S20 - Major Fault with connection drops and failing to receive calls and SMS

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#2502734 11-Jun-2020 08:31

That gels with what I've seen also on other geekzone threads. The handsets are a single SKU and will download and update carrier specific settings on first boot.

https://www.geekzone.co.nz/forums.asp?forumid=97&topicid=265413&page_no=10

"I can shed some light on this.

The S20 series is the first implementation of a new methodology for Samsung's per-telco software variations. My current understanding is that there is in effect a single set of hardware and software SKUs for NZ - "NZO", and the devices will download the appropriate settings and customisations for Vodafone, Spark, or 2degeees - VNZ, TNZ, NZC - at first boot.

Unlike, say, Huawei who do this based on the SIM inserted at first boot, Samsung are doing this via an activation server, a server-side switch that allocates the specific IMEI/serial to a set sales channel. So devices sold through a particular operator's distribution channels will download and apply the settings for that particular operator.

This is as opposed to the previous method in which devices were flashed to a specific network operator's software build at the factory.

It remains to be seen how this will work if, for example, you buy a Spark variant and want to install the Vodafone software for ~reasons, e.g. splash screens or branding, or how this will affect software update deployment. I've not had enough time with the devices to be able to elaborate on what this looks like in practice, nor do I yet know to what extent each operator has customised this year (2d historically have the least "branded" Samsung software), but it's certainly a step in the right direction to software unification rather than disparate variants.

All official NZ S20 hardware is dual SIM + eSIM regardless of where you buy it from.

Product Manager @ PB Tech

https://pbtech.co.nz/smartphones

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#2502738 11-Jun-2020 08:53

If that is new with handsets moving forward that is fantastic news

restecp

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#2502746 11-Jun-2020 09:10

for flagships it should be :)

Montana308

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#2503586 12-Jun-2020 12:25

Hi everyone - first post - long time viewer but never had anything to contribute (and perhaps still don't...)

I have the Samsung S20+ and have had it for a month now. I seem to find on some calls (usually when home (Rural)) that the other persons drops out for 15-20 seconds and then comes back so I can hear them. I've also had missed calls when the phone has been on beside me.

My software says it is up to date. Long time Samsung user but this frustration is close enough to push me to the dark side.

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#2503590 12-Jun-2020 12:31

Montana308:

Hi everyone - first post - long time viewer but never had anything to contribute (and perhaps still don't...)

I have the Samsung S20+ and have had it for a month now. I seem to find on some calls (usually when home (Rural)) that the other persons drops out for 15-20 seconds and then comes back so I can hear them. I've also had missed calls when the phone has been on beside me.

My software says it is up to date. Long time Samsung user but this frustration is close enough to push me to the dark side.

@Montana308 Which carrier are you on?

Montana308

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#2503592 12-Jun-2020 12:34

My apologies. I am on Spark.

hio77

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#2503642 12-Jun-2020 14:11

Is it a spark supplied s20 or through another channel. Can you double check the software update too. There was one pushed a little while back that I'm told is the fix here.

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Martin_NZ

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#2503643 12-Jun-2020 14:12

This is a different issue to the topic of this thread however the missed calls bears some similarity.

Whats your mobile signal strength like. Are you in WiFi coverage when the calls fade in and out.

Do you have VoLTE on. If so try turning it off. (Settings, Connections, Mobile Networks)

After missing calls, if you toggle flight mode on then off again do you receive the missed call notifications.

It sound primarily like a signal strength issue especially as you have said you're rural, but we don't have a lot of information to go on.

ShinyChrome

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#2503647 12-Jun-2020 14:17

I don't know, it's looking awfully like a Spark network issue...

Given every device so far (that I know of) exhibiting issues is using the Spark network in some fashion, regardless of where the device is sourced. Again, is there anyone who has these issues and isn't using Spark at all? Maybe there is an issue with the Spark profile that is being distributed OTA?

IvanPiacun

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#2504382 14-Jun-2020 10:48

The problem with missed calls still appears to be there after the latest update a few days ago. I had two bars reception and was using VOLTE at the time on the Spark network plus my phone was sitting beside me unused for about 20 minutes before the two missed calls notified afterwards by a text message from Spark for which the relevant calls did not appear in the recent call log. Question: If the Samsung Galaxy S20 Ultra was from PB Tech and appears to have the 2degrees app on it does this mean the operator network is incorrect even though PB Tech say it is compatible with all the NZ networks?

Ivan Piacun CITPNZ

Ivan Piacun CITPNZ

Montana308

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#2504385 14-Jun-2020 10:58

Martin_NZ:
This is a different issue to the topic of this thread however the missed calls bears some similarity.

Whats your mobile signal strength like. Are you in WiFi coverage when the calls fade in and out.

Do you have VoLTE on. If so try turning it off. (Settings, Connections, Mobile Networks)

After missing calls, if you toggle flight mode on then off again do you receive the missed call notifications.

It sound primarily like a signal strength issue especially as you have said you're rural, but we don't have a lot of information to go on.

Yes it happens at home with wifi on. Yes Vol is on.

No the missed calls come through as though it kost signal and picked uo again.

Never had this problem at home since I shifted from Vodafone years ago because Spark is a good signal. I thought Samsung mustve downgraded the phone's antenna ...!

IvanPiacun

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#2504578 14-Jun-2020 18:32

Do other carriers other than Spark send a text message on a missed call? If not then this may explain why only Spark customers are noticing the problem.

Ivan Piacun CITPNZ

Ivan Piacun CITPNZ

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#2504642 14-Jun-2020 19:36

IvanPiacun: Do other carriers other than Spark send a text message on a missed call? If not then this may explain why only Spark customers are noticing the problem.

Ivan Piacun CITPNZ

@IvanPiacun Yes 2degrees and VodafoneNZ send SMS of missed calls when Voicemail is not left

Martin_NZ

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#2504647 14-Jun-2020 20:16

IvanPiacun: The problem with missed calls still appears to be there after the latest update a few days ago. I had two bars reception and was using VOLTE at the time on the Spark network plus my phone was sitting beside me unused for about 20 minutes before the two missed calls notified afterwards by a text message from Spark for which the relevant calls did not appear in the recent call log. Question: If the Samsung Galaxy S20 Ultra was from PB Tech and appears to have the 2degrees app on it does this mean the operator network is incorrect even though PB Tech say it is compatible with all the NZ networks?

Ivan Piacun CITPNZ

At first boot out the box, the phone will download OTA the correct network operator settings, which I can only assume is based on which SIM is in the phone at that point in time. So even though the phone may have the 2 degrees app, it should obtain the correct settings automatically dependant on which carriers SIM you have installed.

I have not established (and samsung have not confirmed) what happens if like me you have dual SIMs in the phone.

Also, ShinyChrome this issue is not unique to New Zealand. It's occurring globally with various carriers. Samsung NZ have told me mine is the first S20U that they have seen which is NOT using Spark for calls/txt. Yes I do have a spark data sim installed, but the issue is calls and txt not data.

In any case Samsung NZ have agreed to ship me a brand new handset, mine's bound for Korea for their engineering team to try identify the issue. They also offered me a full refund which I considered applying towards a note 20, but as that's a wee while away and other than this fault I like the handset I'm going to give i another go.

With a brand new handset, I think I'll fairly quickly be able to establish if this is a hardware/firmware issue. I should have it this week so will report back soon.

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#2504650 14-Jun-2020 20:26

The same issue will happen with a new handset, I could be 100% wrong here but the issue looks to be an issue with Spark / Samsung S20 series

Edit: SamsungNZ and SparkNZ need to be doing some testing together and getting logs off the handset and logs off the Spark network to work out what is going on

Guessing it looks like an issue with (RAU) Routing area update messages

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