Bad internet conncetion on S22+. Also bad service.

[LC111]

Hi,

This year, I had a new contract with Samsung S22+, and with a E-sim cards. 

At begining I found that the connection of 5G sometimes is very slow, and the sign on the phone shows 4G/E+. I thought is because of E-SIM. Till recently, this issue became more and more worese. I cannot listen the music when I am driving, cannot recieve calls in time, when I making a call, I need try at least 3 times….etc. 

Then I went to the KPN XL store in Rotterdam, after they help me to change 3 physical sim cards, and also E-Sim cards. First they told me E-sim cards are not designed for Samsung, but Iphone. Later on, they also told me that there is something wrong with my S22+. Ok… I have to go to Samsung by myself…. 

Made an appiontment with Samsung to pick up my phone and repair, they change the main board. However, the issue is still there… and now I just came back from the Samsung service sotre Rotterdam, the guy just connect one cable to his PC, and run some software. Then told me that the phone is good, it is the proivder’s  problem… He did not even check the issue by himself...

I do not know what should I do next… already made another pick up service with Samsung…  Because if I put my sim card in this S22+, the network is almost 0 speed, and cannoe make the phone call…  and also today the guy in Samsung service store told me that they cannot do anything, I have to either go to KPN, or just make another pick up service.... it looks they do not care of this phone...lollll

Maybe here someone have same issues?? 

Gr,

LC.

[KevinW]

Hi @LC111,

Were you able to check the SIM cards in a different phone? This will show whether it is indeed an issue with the phone, or instead a carrier related issue.

The mechanic will plug the device into the PC and run special software to check all the statuses of your device, which is both testing and reading out history that goes much further than you and I can do. Therefore, when he concluded the phone is fine, he did so based on testing your phone's mainboard and antennas to test whether those are functioning the way they're supposed to. That doesn't necessarily mean the KPN network settings tied to your contract are functioning the way they're supposed to do, and that may be the cause of your problems.

[Neo001]

Hi,

Have you tried the sim in another phone? This will confirm if the phone is the problem or the connection.

You could also try to switch the network from 5g to 4g. This can help if network connection is an issue.

[LC111]

Hi KevinW,

Thanks for sharing your thought. Now the same sim card in my old S20+, the 5G and network runs very well. also I tried others sim card put in the  S22+, same issue.  Also before, I was at KPN's shop, they helped to change in total 4 sim cards and 3 e-sim cards. So I feel very mad, when today the guy told me I have to go KPN. which is same KPN told me.... I am not a football....  

[LC111]

Hi Neo001, 

YES. I did lots cross check already. switch sim cards, phone, switch the network thousands times, restart etc.. but issue still there... same sim card works very well on other phones. also others' sim cards not working on this S22+... 

[MartijnK]

Hi @LC111, good morning.

Thank you for reaching out! Did you also tried to test this with a SIM card of a different provider? And is your phone up-2-date? Did you also tried a factory reset and a clean install? Before you do this make sure you've made a back-up first and don't forget WhatsApp. 

You've tried already a lot of possibilities and when this doesn't resolve the issue you can register your phone for a repair on our website.

Keep us posted, please!
 

Kind regards,

Martijn

[LC111]

Hi @MartijnK  thanks for the reply. 

I have tried all the methods you mentioned already. but the issue is still there. In addition, I already sent this S22+ to the repair center twice, and they just changed some parts of the phone, but they cannot fix it....  I have no idea what next should I do...   

for me it is funny, the repair center just changed the mainboard, and send it back. without any test or something? maybe I should send the phone to you again? 

[MartijnK]

Hi @LC111, good afternoon. 

What a pity that you're still experience this issue. Besides our pick-up service we also have this possibility at our Samsung Service Centre. Look here for the closest location: https://bit.ly/2CKz9mr

Kind regards,

Martijn 

[LC111]

hi @MartijnK ,

Really thanks for the info. After the first time repair, I went to the Samsung service store in Rotterdam personally. However, the guy checked my phone by the software testing. everything shows good on his side, then he told me the phone is good, and let me go to KPN, or continue with pick-up service. Whatever, in one word, they cannot help with me. They even do not allow me to show the issue it self to him at store... also, that is the reason I complain here....  😞 

[MartijnK]

Do you also experience this when you have started your phone in Safe Mode? With the Safe Mode you start the device without installed third-party apps, the device then only boots with standard applications. Look here for information on how to start Safe Mode on your device: https://bit.ly/3gqindd

To find out whether this can be solved with an update from us, it is best to submit an error report via the Samsung Members app. My colleagues from the R&D department also receive a log from your phone and get a better picture of it. If this can be solved with an update, it will also be rolled out as soon as possible.

You can submit an error report via our Samsung Members app. Open the Samsung Members app and choose Support, then scroll down a bit and you will see Error reports.

Kind regards,

Martijn