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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#2504656 14-Jun-2020 20:55

ShinyChrome:

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?

@ShinyChrome Does look like a conflict with the SparkNZ network but never rule out the handset

Logs off the Spark network and logs off the handset will prove where the issue is and I bet it's a simple fix

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#2504665 14-Jun-2020 21:53

Please let me know if the issue was fixed but from a quick reading, it seems not. So here are my thoughts.

A few months back I received a Nokia for review - these devices are tested on Spark as this the NZ network HMD partners with.

I used it with a Vodafone SIM and every few hours the phone would drop from the voice and SMS network. It would still show as connected and mobile data still worked - but not voice or SMS.

Talked to my PR contacts at Nokia and sure enough, their firmware had problems with a Vodafone setting, which caused the phone to kill the connection because of its inability at some times to drop to 3G to answer calls (before VoLTE). It took them a couple of months but an updated fixed the issue.

My point here is that a similar thing might be happening - I just don't trust the Samsung NZ call centre to be good enough to realise what is happening or properly pass the information to their tech people. It would really need some help from the operator here @hio77.

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#2504715 14-Jun-2020 22:40

freitasm:

My point here is that a similar thing might be happening - I just don't trust the Samsung NZ call centre to be good enough to realise what is happening or properly pass the information to their tech people. It would really need some help from the operator here @hio77.

It's on my list to mention to the right folk, who probably are silently reading here anyway.

i do know there was an update pushed out to solve this issue too, which is why i've been asking the question about device source etc.

I know this series of samsungs is meant to not be dependant on purchase origin, but it wouldn't surprise me if there was still some sort of quirk, like the huaweis and using the connected network..

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#2504745 15-Jun-2020 08:57

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ShinyChrome Does look like a conflict with the SparkNZ network but never rule out the handset

Logs off the Spark network and logs off the handset will prove where the issue is and I bet it's a simple fix

Sorry, I realized my answer may have come off like a bit of finger-pointing, which was not my intention.

My point was that it appears the Spark network seems to be the common factor, given that the device is used on multiple networks, therefore something in the way the device is configured for Spark. Whether that is an issue with the Spark profile or the device firmware is something for the technical teams at Spark & Samsung to tease out. Given some of the comments, I would be leaning towards the device.

Martin_NZ:

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.

I'm aware, but given that our network infrastructure is most likely not unique, as above, it appears that the device is not playing ball with something in the particular way the Spark network (and others) is configured for the S20 series. Even though the Spark SIM is not active, as I understand it, it is still passively on the Spark network for receiving, therefore I would think you would have to have the Spark profile loaded on your phone to use the network in any capacity.

Hopefully our man in ~~Japan~~ Spark can get some traction with the appropriate people

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#2504990 15-Jun-2020 12:35

If this is a configuration issue since Samsung are already aware of the problem one would hope that they are already talking with Spark and other carriers across the globe. I know that's a utopian view, but since this issue is affecting their flagship phone I'd be pretty annoyed if they aren't already in dialog with carriers. It's not a good look regardless of circumstances for a 2000 plus dollar phone to not receive calls reliably.

I appreciate it's technical and I admit I don't understand the intricacies of how specific networks require different settings on the handset (nor should I have to), I do understand is that the symptom appears to be fairly consistent across multiple countries and carriers.

What is especially frustrating though is the deafening silence from Samsung. I have had to resort to banging multiple drums all over Samsungs social media channels, and hounding them relentlessly to even get an acknowledgement of the problem.

Yes they are going to send me a brand new handset, but if it's a config issue that's unlikely to help.

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#2504995 15-Jun-2020 12:44

Those still having issues with spark, can you please confirm for me your software version

dial *#1234# and copy out the Build version.

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#2504998 15-Jun-2020 12:48

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#2505001 15-Jun-2020 12:58

Mines on it's way back to Samsung but I can confirm I had installed build ATE6 which did not resolve the issue.

My situation may be slightly different from others in that I'm running dual (physical) SIM. Voda for Calls & Txt (tray1), Spark for Data (tray2).

The problem presents itself as I originally described. ie no calls or txt. Toggling flight mode on and off again restores connectivity. So if this is a spark issue or not I'm still not sure on that.

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#2505035 15-Jun-2020 14:20

Martin_NZ:

Mines on it's way back to Samsung but I can confirm I had installed build ATE6 which did not resolve the issue.

My situation may be slightly different from others in that I'm running dual (physical) SIM. Voda for Calls & Txt (tray1), Spark for Data (tray2).

The problem presents itself as I originally described. ie no calls or txt. Toggling flight mode on and off again restores connectivity. So if this is a spark issue or not I'm still not sure on that.

I suggest you use it with Spark only for a while and then with Vodafone only. Then with both.

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#2505077 15-Jun-2020 14:37

On a call right now and it ghosted out then back...then dropped it. Had to dial back in.

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#2505078 15-Jun-2020 14:41

and dropped out again.

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#2505080 15-Jun-2020 14:44

@Martin_NZ please let us know how you go with the new handset. I might be able to help test individual SIMs depending on the result.

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#2505101 15-Jun-2020 15:14

hio77:
Those still having issues with spark, can you please confirm for me your software version

dial *#1234# and copy out the Build version.

Ivan Piacun CITPNZ

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#2505106 15-Jun-2020 15:24

@IvanPiacun can you crop that picture and post again :(

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#2508484 19-Jun-2020 21:34

So had an important call today and it dropped out or dropped altogether 6 times in 45 minutes.

I'm going to get PA to return the phone and tell Spark store it is dropping calls and is a known problem. Will seek iphone 11 Pro replacement.

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