Hello!
I have been having a right nightmare over the last few days whilst away for work. Whilst in my hotel my phone randomly stopped it's connection to my network. It said No Network | No Service. I didn't think much of it at the time - I just thought there was no signal, until later on I realised there was a problem. Did some googling, went into the sim manager - which took a while to load, and then tried to deactivate the eSim then re-activate it, which didn't work, it just loaded, and the screen hung. When I exited out of the sim manager app via task switching or foce closing, a message popped up saying "An error occured". I then tried deleting the eSim (which didn't work). I then contacted vodafone and they sent me a new eSim, which again - I tried but a similar thing happened and I couldn't add the eSim. Then I re-set the network settings, then I did a factory reset. It asked if I wanted to delete all eSims, but it came up with an error message. When the phone came back on the eSim was still there. I contacted Vodafone again, who told me to go to a shop and get a physical sim. I went to the shop and I found that I could now turn off the eSim, however the deletion still didn't work. The new sim was put in, it didn't work in one of the slots, so we tried another and then I got service - however I couldn't get any data, and all the options were greyed out to change which sim uses data. So I bought a cheap androit to use for now.
I have re-set again.
The eSIM shows, i can't do anything with it, and all options are greyed out as if there were no sims installed at all - e.g. in the more SIM settings I can't press delete all sims, etc. I contacted Samsung support who were adamant Vodafone could fix the problem (i bought the phone through Samsung) and I also contacted Vodafone who haven't been much help.
Any ideas?
Hi @Members_PLmO4SA and @boreas. If you've exhausted the troubleshooting steps you've found online, then I'd recommend making our software engineers aware of the issue by sending us an Error report. Doing so will enable our engineers to receive data logs relating to the problem you are experiencing. This data is anonymised and only held for the duration of the investigation of the report.
To do this, please follow the simple steps below:
> Launch the Samsung Members app on your phone. If you do not have this installed, you can download it from the Google Play Store.
> Tap on "Support", located on the bottom right of the Members app.
> Scroll down and select "Send feedback", then tap the arrow icon.
> Choose "Networking/Wi-Fi" or "Call/Message".
> Make sure that "Send system log data" is ticked to help resolve your question quickly.
> Describe your problem in detail.
> Change "Frequency" to whatever you prefer.
> Tap the Send icon on the top right of the screen.
You can also follow our Community guide, which provides screenshots of the process.
Please do not terminate (swipe away) the Samsung Members application until you are notified that the report has been sent. This can take up to 5 minutes. If you can, please send an Error report as soon as you experience the issue (preferably within 15 minutes, in order for us to get the data that we need).
An expert from the Samsung Members team will respond to your report as quickly as possible. You will find their response in the section titled "Check feedback you've sent" in the Samsung Members app.
