Incoming calls refused after 1 successful - Virgin SIM, after factory reset

[IslandBoy]

I am more than 6 hours into a very tiring tech issue. I have a S10 with a Virgin SIM. This was working for months since I bought it. As of yesterday, I noticed that calls were not being received. Security calls from my bank, calls from others both mobile and landline - all either engaged or go straight to voicemail. Worked through the Virgin troubleshoot - nothing. Worked through the Samsung chatbot, did Phone App reset data and cache. Would mostly receive a call, then revert to not accepting inbound. At all times, I could use the phone for outbound.

I have just completed a (very tiresome) factory reset as advised by Samsung. No cure, it will accept one inbound call, then stop answering calls while letting me make outbound. This behaviour does NOT happen in the old no-brand Android I kept as spare. Both devices and apps fully updated. Samsung is on Android 10. Old phone is on Android 8.1.0

Has aynone seen this sort of thing? Any ideas?

[TessM]

Hey @IslandBoy ,

happy to try to help with this. Would you be able to run a Hardware Test to see if the phone is reading the SIM correctly? You can do this from Samsung Members > Get Help > Go to Phone Care > Interactive Checks> SIM.

If this is working test the phone in Safe Mode to see if the issue persists. o do this press and hold the Power button until you see Power Off, Restart and Emergency. Press and hold the Power Off icon until it shows a Shield, tap the Shield and the device will restart in Safe Mode. 

[IslandBoy]

Where is "Samsung Members"?

[TessM]

You can find this app by heading into the app drawer> Samsung> Samsung Members or download it from the Samsung Galaxy Store. 

[IslandBoy]

The Interactive Check reports the SIM OK on correct provider Virgin. In Safe Mode, the phone will now not receive calls at all even after deleting Phone App Data and Cache

[IslandBoy]

Oh, I was looking in this website. I've found it on the phone now. The Interactive Check reports the SIM OK on correct provider Virgin. In Safe Mode, the phone will now not receive calls at all even after deleting Phone App Data and Cache

[TessM]

Have you tried to check the Calls Settings from the Phone app> Menu (3 dots top right)> Settings> Supplementary Services> Check Call forwarding first to see if this has been enabled for voice calls? Once done go back and select Call Barring. Once more check that none of the settings have been unable. If everything looks right there, I would suggest requesting a new SIm from the network provider or having the phone examined by one of our engineers. Locate you nearest one from here: https://www.samsung.com/uk/support/service-centre/

[IslandBoy]

Yes, I've checked a number of times that Call Forwarding and Call Barring are disabled. The SiM works 100% fine in an old Android 8.1.0 phone. Just not in the Samsung S10. I think you have a s/w issue here in the last set of upgrades.

[TessM]

The next step would be having this inspected to see if there is anything wrong with the phone. Please contact our colleagues to have a look at your available options. 

[IslandBoy]

No. This is a software issue. I have confirmed by many back-to-back tests and this is repeatable. I wondered about wi-fi calling as a possibly complicating issue. So I turned wi-fi connection off entirely. The phone worked. It would receive incoming calls all the time, after power cycle, just as normal. Then I turned wi-fi connection on once more and issue came back. Then I rebooted my router (which reconnected to internet and restarted wi-fi). Issue was still there (all other wi-fi devices worked fine before and after as normal).

I went to Phone settings and turned off Wi-fi calling. That's on the phone, go to Phone app, tap the 3 dots top right, > Settings, turn Wi-Fi Calling off. Phone receives calls every time. Tested for past 20 minutes. When Wi-Fi connection in general is ON, then in Phone Call Settings, if Wi-Fi Calling is enabled, it will only receive 1 call then refuse to receive any more. If Wi-Fi Calling is turned OFF, it receives calls as normal every time.

You or Android have a software issue.

PS This is now over 8 hours of my troubleshooting and trying to get support from Samsung via chat, phone call and insanely repetitative (mind-numbing) testing. Where can I get refund for the landline costs and some compensation for wasting a day's work time and reporting a serioous bug? Thanks.