A55 phone connection problems

[Kerry121]

My daughter’s A55 phone won’t connect to 4 or 5G.  She can only make and receive calls and messages when connected to WiFi.  We’ve had the sim checked and it’s fine.  Anyone know how to solve this problem please? 

[lminvti]

Hi @Kerry121 and warm welcome 👋

Sorry to hear issues about your daughters A55..

Does it says no signal when card inserted? Or it works just can't get connected to 5G ?

First thing you could try is to reset network settings.
Settings > general management > reset > reset mobile network settings.

Try wipe cache partition.

Safe mode to see if there's any 3rd party apps causing this:
https://www.samsung.com/uk/support/mobile-devices/how-to-start-my-galaxy-device-in-safe-mode/

Also may I ask where did you get phone from? Was it second hand or it was from high street retailers? Also have you tried different network sim cards as well?

[BandOfBrothers]

Hello there @Kerry121 and may I personally extend a Warm Welcome to the Samsung Community Forum 👋 

Does this happen everywhere or in a particular area 🤔 I'm thinking of a network mast issue or network congestion  !

I'd suggest to remove the sim and pop it into the secondary sim card slot to see if that helps. 

https://www.samsung.com/uk/support/mobile-devices/how-to-troubleshoot-mobile-data-issues is an official Samsung Help Link. 

Also look in Settings > Connections > Data Usage > Mobile Data is On. 

There is also a diagnostic test tool found in your Samsung Members App. 

If you perform a forum search you may find existing threads with some further help or guidence within.  

If i can be of any further help please don't hesitate to ask  😎 

A Samsung Service Centre can assess your phone. 

[Kerry121]

Thank you, it was purchased as unlocked and she’s on 02 but a phone shop have just tried an EE SIM in it for me and that seems to work whereas 02 doesn’t! 

[lminvti]

Then it might be locked, if only EE network works, and no other network shows signal or anything, best bet would be check imei if it's locked unlocked or go back to store where you got the phone and ask refund or replacement, or you can get it unlocked depending on network but it's quite simple , you just have to reach the network who phone is locked to, or even if its EE you can do it online on their website.

[Piper123]

Hey there and welcome to the Samsung UK and EU Community Customer to Customer Forum

Sorry to hear of your daughter's issues.

Have you checked (please forgive what might sound a silly question) that O2 have 4g and 5g in your area?

Does it work at all if she goes to your local town / city for example?

O2's coverage checker is notorious for being inaccurate too.

[Kerry121]

Thank you for getting back to me.  I am also 02 and there’s no connection problems in the area.  On my daughter’s phone it won’t work at all when out of the house, only when inside on the WiFi. 

[lminvti]

Did any other sim card worked apart from EE one?

[Kerry121]

No, they tried others but only EE sim worked so it must be locked to EE even though we purchased it as an unlocked phone. 

[lminvti]

If you purchased through eBay, Facebook marketplace or places like this most of the times sellers won't tell you the whole truth and it's advisable to as imei before purchasing, but even that imei could be counterfited, I suggest you to get back to the shop or retailer you bought your daughters phone from and try to get replacement or refund.
Also if it's on EE you can request to be unlocked
https://ee.co.uk/plans-subscriptions/mobile/settings-permissions/device-unlock

Also to check phones imei there's websites like this who will tell you more about the phone:
https://www.imeipro.info/samsung_imei_check.html