S20 ultra signal keeps dropping

[GuruOz]

Hi guys,

I recently got an ultra 5g unlocked from the Samsung education store here in Australia. Since day 1, I've had this issue. My phone keeps dropping mobile service. It does from 4g to 3g, sometimes down to emergency calls only or sometimes even to no service at all. I get good signal all my house but when I go out, into a mall or a park, I totally lose connection. This is getting REALLY frustrating. I can't get calls or messages when I don't have signal.

Things I've tried:

1. Different Sim card

2. Reset network settings

3. Restart phone 

4. Factory reset phone

5. I even sent my phone to Samsung for inspection. But they were useless. They said the device operates within manufacture specifications. They would not change the phone

6. Changed setting from 5g to 4g

7. Tried to update prl but there is no option

8. Tried a different service provider

I have seen a couple of people with the same issue but it's not as wide spread. Please help me

[BandOfBrothers]

Hi @GuruOz 

I wouldn't be happy with that situation either !

As a process of elimination can you try your sim card in another phone and then see what happens in the places signal drops on the s20 ?

This is to help rule out network issues.

I assume the Samsung Store you bought the phone has no return period ?

On my Samsung phone I have the Samsung Members App that allows a person to send error reports and feedback direct toSamsung.

Perhaps check your phone for something similar.

If not then I'd ask them to ask another engineer to re check the phone and raise this issue officially with your Samsung Support Teams.

In the UK we have a Consumer Rights Act  2015 that is in place to support consumers and businesses alike.

It might be worth checking in your country if you have something similar.

[GuruOz]

i tried putting the sim into my old note 8. and its working fine. I never had this issue before. I am 100% certain that this is a issue with the device and not the network 😞

Samsung is refusing a replacement because their engineers found nothing wrong. THERE IS SOMETHING WRONG :(((
i feel cheated and treated terribly after buying a $2000 phone

[BandOfBrothers]

I'm not surprised its alot of money to pay.

I wouldn't be impressed if my Samsung Note 10+ 5G was doing this. £1,100 is slot to pay out.

The signal strength bar in the phones top status area is only a rough indicator of what a person gets in the way of signal there are apps that show what dbm signal your getting which is a much more accurate interpretation.

Or check in your phone by following the walkthrough in 》Smart-phone-how-to-check-signal-strength. 

Perhaps check to see what your getting in the areas your having issues when you get any signal showing.

As your getting signal in your home and I assune in other places then the places your struggling with may have lower mast support to which the phone isn't dealing with as best it can. 

I'd certainly send this as a feedback to Samsung via the members app to see if they can push something out.

[GuruOz]

yes i've been constantly checking the signal strength in the settings. It randomly drops to 0 asu in certain locations. i have not been able to find the pattern as which kinds of location causes this. This happens both indoors and outdoors. I tried checkning the signal strength on my note 8 with the same sim card at the same spot where i lose connection in the s20. the note 8 gets 20-30 asu.

I definitely have to send the phone for inspection again..

Thanks

[ckizilari]

Hi,

I'm having the same situation. It's very interesting, I'm not able to receive calls but I'm able to call someone who wasn't able to call me. Also after the call, he tried to call me again but it wasn't successful again.

I have got lot's of voicemail and missed calls texts.

It's a bug but it's hard to prove it without GSM provider logs.

[Master_Wayne]

I have the exact same problem as you guys with my S20 Ultra, people can't hear my voice when I call them or they call me, I get text messages the day after it was sent, and sending text messages can take from 5 minutes - 60 minutes. I only had it for a week and the company took my phone for inspection. Anyhow if the problem is not solved this is a factory fault and should get a new one immediately

[cgavrielides]

Same here. The phone misses about 50% of my calls in Cyprus due to signal issues. Callers are taken straight to voicemail and SMS text messages are also not received which clearly points to a problem connecting with my 4G provider.

Same issue exists when the phone is on safe more (tried it after request from Samsung Greece). I also changed the SIM but I still have the same issue. I sent it back to Samsung who couldn't replicate the problem, basically because it happens when the phone is not in use. 

If I make a call myself, the phone wakes up and responds ok again. Same if I put it on air mode and then turn that off, which I have to do several times in the day to receive the text from my provider for any missing calls.

Considering how expensive this phone is, it's really annoying to see that it cannot handle the most basic function of a mobile phone. I would be annoyed even with a €200 brand new mobile phone that did the same, let alone €1400. 

[Marcis_K]

Hello, i suspect that i have same issue when playing COD mobile for 30 min, usually yime to time loses 4 G stable connection and swaps to 3G. Not sure what causing it but wiht S7 i did not such problems in games while playing.

S20 base version 4 G model

[Master_Wayne]

Do any of you guys have an update on your problem?

Just got an email saying the phone arrived for inspection. 

I'll keep an update here on the community post when I'll get further updates. 

It's good to see I'm not the only one having the same issue. I hope this is a factory fault and hopefully get a new one. 

Tech reviewers on YouTube haven't mentioned this problem at all but I'll give the repair guys a week and keep y'all updated!