I have a new A20e on which my house wifi keeps disconnecting. This didn't happen with my previous S7 so it seems a problem with

[AJP1]

Yes please give me the instructions

Thanks Andrew

[SaudA]

Sure, @AJP1. Back up your phone via our Smart Switch application which can be found here http://spr.ly/618687yzy. Install the app onto your desktop, accept T&C's/license agreements and connect your devices via USB when prompted. Once your phone is connected, the app will show a "Backup" option. Select this and ensure the backup has completed to 100%.

Once completed, disconnect your phone and perform a Factory Data Reset. To perform a reset: Open Settings > General management > Reset > Factory data reset > Reset > Delete all.
Please ensure your Google and Samsung account have been removed prior, as during set up, your phone will ask you for these details.

If you don't know these details, you won't be able to proceed from this page.

[AJP1]

Thanks. I carried out the factory data reset, which I found very difficult and distressing. It hasn't worked, the phone is still constantly disconnecting from the wifi. This is clearly a bad phone and I would like to have it replaced.

[SaudA]

Thanks for trying that. Next step is to get it booked in for repair, as our warranty is a repair based service. To arrange this, get in touch with our colleagues here: https://www.samsung.com/uk/support/contact/

[PaulB21]

Hi AJP1. Did you ever resolve this? I have exactly the same problem. I have tried every step suggested on here (plus others found online) including updates, restarts, router checks, backup and factory reset. The problem persists. Did you send yours for repair? If so, did it work? Any additional advice from mods would be appreciated. Thanks.

[AJP1]

Hi PaulB21. In the end I upgraded my BT router for a more modern one. The seems to have largely resolved the problem as the phone now rarely disconnects. Before this I did send it in to Samsung Repair. They replaced the circuitboard but this was completely ineffective, made no difference at all. Throughout this I found Samsung a terrible company to deal with. The customer service was awful, no-one understood the technical aspects of the problem and there was no continuity, every contact I had was with a different person. I tried to escalate it to the 'President's office', had one reply but then it went cold; they've stopped replying to any messages I send them. I've told them I won't buy Samsung products again, their quality is poor and the customer service terrible. A message to everyone is, don't buy anything from  Samsung and certainly don't buy a Samsung A20e!

[PaulB21]

Thanks for your reply and sorry to hear about your  phone issues. It seems a bit pointless for me to send back to Samsung if they're not going to fix it. I can't find any other reference to this issue except for your post. Might return it for a replacement. That should tell me if it's the phone or the router.

[AJP1]

Thanks Paul B21. I did put the issue on the BT Forum as well and got responses indicating other people were having the same problem with this phone. My guess is that if Samsung agreed to replace it, like for like, you'd continue to get the same issue for ever if you also kept the same router!  The A20e ought to have a warning before people buy it that the wifi on this phone doesn't work with certain routers.

[PaulB21]

Thanks again. Just out of interest, what router did you upgrade to?

[AJP1]

It's a Smart Hub 2. Seems a good product., has improved the broadband speed slightly as well compared to the Homehub. Hope you find a good resolution.