S24+ keep losing connectivity fails to emergency calls continuously

[Redmann]

Hi.

Just bought brand new s24+ updating from s20. The new 24+ out of the box keeps loosing signal and falls to emergency calls only when I leave it on idle status. If iam working / surfing on data connection noproblem as long as iam active on data or speech. If I move to wifi data usage after some minutes will fail to emergency calls only but I can still use the wifi and wifi calling , change to new sim card but the problem persists. Reset all networks setting etc... no luck again... any advise ? Location Athens Greece 

[BandOfBrothers]

Hi @Redmann  👋 

I'm sorry to learn of the issues your currently experiencing with your new phone.  😔 

There is a diagnostic test tool 🔧 found in your Samsung Members App to see if that highlights anything. 

Try a forced reboot by holding down the volume down key and power button simultaneously for more than 7 seconds to restart it. When your phone resets, you will feel it vibrate.

I appreciate you've had a sim swap carried out. 👍

May I assume the new sim works ok in another phone ? If you have another phone i.e family or friends or a back up phone etc. 

If you haven't access to another phone then can you pop the sim card in the secondary sim slot to see what happens then. 

To see if it's the phone at issue a good troubleshooting step is to try another networks sim card in the phone that's activated. Of the issues continues then that's answered the problem. 

All that said as the phone is brand new you shouldn't have to be troubleshooting so early into owning the phone, so look 👀 at any relevant cooling off period to have the phone swapped out. 

If your in the UK and bought from Samsung UK directly then you have two weeks as a cooling off period. 

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

[Redmann]

Hi.

Thank you for taking time to reply, I appriciate.

We tried the new sim card in other devices and works fine. It's not a sim card problem.

By searching in forum , and talking with the local service of Samsung , the problem is known to Samsung. Some S24 devices going unstable with some network providers on 5G mode since last June.

The solution we found for the moment is to limit the device in 3g and 4g and not having access on 5g. In this way the device is stable but you lose the speed which is pity for such new phone. 

We tried to change the device from Samsung but they have create an amazing bureaucracy system in our area that is more convinient to throw the phone and quite bothering with Samsung products. 

The whole situation is a really frustrating as Samsung blame network provider and Network provider blames Samsung.

Thanks again for taking time to help.