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Galaxy A5 2017 WIFI Problem.

First Poster

The most wierd problem in the world. when my wifi connect to my wifi at home, nobody can use the wifi. all the devices dont have internet connection. when I turned my wifi off at my phone, all the other devices works fine.

 

HELP!!!

7 REPLIES 7
Superuser I
Superuser I

If this was my situation i would split the frequencies in the router to 2.4ghz and 5ghz and then try choosing the best for the phone as some prefer one over the other. 

 

Try changing wireless channel in the Router too. 

 

The phone connecting to the routers WiFi should not have any impact on other devices. 

 

Try also looking in your routers preference settings and reboot it. 

 

 

Current Phone ~

Samsung Note 10+ 5G _256Gb > Model: SM-N976B._ Samsung One Ui / Pie.

Samsung Gear s3 Frontier Watch
Samsung Galaxy Tab A {2016}SM-T580

First Poster

Hi, Thank you for the answer.

I dont want to change my router frequencies because my router is fine. I reebot it and also, a technician come to my house and check the problem: the router seems to be ok...

So, the problem is in my A5.

I heared a lot of people with A5 that have the same... why samsung cant help us??

 

Superuser I
Superuser I

Try forgetting the network on your phones wifi settings snd look to clearing the cache of WiFi in Settings- Apps - WiFi- Storage.

 

If the phone was supplied by your mobile network via a contract then they would normally be your first port of call for help. 

 

That said Samsung can help. 

 

Take it to a Samsung Experience Store or Samsung Service Centre location can run a diagnostic on the phone or you can arrange to send it to them. 

 

 

Current Phone ~

Samsung Note 10+ 5G _256Gb > Model: SM-N976B._ Samsung One Ui / Pie.

Samsung Gear s3 Frontier Watch
Samsung Galaxy Tab A {2016}SM-T580

Apprentice

Think you've seen my post on another thread about this.. it's not your WiFi. There is obviously a fault with the A5 model. Phone Samsung and get them to "repair" it. After 3 attempts they will replace - I'm hoping not with another faulty A5 and a different model entirely!

Apprentice

I've been having the same problems with my A5. Virgin (my network provider) took it away for repair first and Samsung have also taken it. Both have said that it is working fine, but it still has this problem. When I get the frozen page or only parts of a page loading I've found that if I press Aeroplane Mode leave for a few seconds then press it again, it can bring the wifi signal back again. Obviously though you shouldn't have to do this on a new phone!! I've had my internet connection checked and all seems to be working fine, every other device in the house works perfectly, and according to what I've checked the router should be able to support about 20 devices, we don't have even half that!! I will have to chase it up with Samsung again, they did tell me to take it one of their Support Centres. Have you had any further success with Samsung? You mentioned that after 3 repairs they would replace? Is that correct and have you got that far with them?  Thanks.

Apprentice

Hi,

I had a reply from Samsung who said they don't deal with replacement handsets and I would have to go back to my service provider, EE. Samsung also said about going to their support centre, the nearest one to me was about 70 miles so I point blank refused as that it is ridiculous. 

I spoke to EE last week and they've been pretty good. That being said I have to send it off to be repaired for one last time and if there's no solution they will replace with another A5. I pointed out that if the problem is with the handset I could well get another faulty handset and I'm not spending another 3 months going back and forth with repairs and factory resets etc. They said if I DID get another faulty one they would replace it with another model entirely, and they have refunded a month's contract payment to me for the faff so far. I did escalate my complaint to the next level so I have one person dealing with it and I don't have to keep explaining my problem to different customer service reps.
Luckily EE have been really good so far, I've always found their customer service to be better than any other phone company I've been with. 

 

I would suggest that you phone Virgin again and ask for another repair and what will happen after that. It's also always worth keeping a note of when you have phoned and who you've spoken to. There have been MANY times dealing with other companies where I've had to get them to listen back to calls because I've been promised something but then it's never materialised. 

Hope you have more luck! I'm taking it to my EE store in Friday as it's the earliest chance I'll get to send it off.

Apprentice

Hi C-d91

Thank you for replying. EE sound a lot more sympathetic than Virgin! When I last spoke to them they just kept saying that they found nothing wrong with my phone! I was stumped as it certainly has a problem when I'm using it. It is an intermittent fault, and maybe they only checked it for a few minutes, and as luck would have it, the ***** thing worked!! Samsung have asked me to take it to a Support Centre, which I will do when I  get the chance, there is one in my local city centre. I predict that when I do go the phone will work again and make a liar of me. I have also tried it on a member of my families WiFi and the fault still occurred, so I do definitely think it's the phone itself. I keep checking for updates to the software, in case that may make a difference, but so far it's all up to date. It is very frustrating!! It is also such a nuisance having it looked at as they invariably take it back to factory settings and you have to set it all up again. I have tried that many suggestions of repair myself,  checking on line etc. I think I could apply for a job at one of their support centres myself!! 

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