S20 keeps losing mobile connection

[W_8]

Recently bought a reconditioned S20FE and almost immediately had problems with it maintaining a connection to the EE network.

It has a perfect connection in certain places (including home which is good) but will often lose connection when I'm out and the phone can't make calls or use 4g.

Reading around the subject, I've tried

- Reset network settings

- A new SIM card

- Putting sim into slot 2 (better but not much)

- Speaking to EE

- Manually selecting mobile network

- Rebooting phone

Nothing really seems to help. I wonder if it's software, fault with the handset? I've checked with EE and doesn't seem to be coverage related

[Chris_B]

@W_8  Try a factory reset and if that does let work I would call customer services about this as I could be a faulty device.    

[W_8]

Thanks, I forgot to say I tried factory reset too 🤣. Think I may have to accept a faulty device

[W_8]

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[James_B]

Hi @W_8,

Have you checked the coverage map and network status checker for the areas where you are experiencing problems?

James

[W_8]

yep I have and I don't think it's a coverage issue. I did think it was
originally because I got the phone at the end of 2021 and it coincided with
a bad storm and I think this did affect coverage but that's now been fixed
and I am still having issues.

It's improved most from when I changed the sim to slot 2.

I've also found it I toggle the mobile networks setting between 2g/3g or 3g
only I can often get 3g but it's 4g that seems to be the problem

[James_B]

Hi @W_8,

Where did you purchase the phone?

Is it a UK model?

James

[W_8]

It's a reconditioned model. 

How would I tell if it's a UK model?

[James_B]

Hi @W_8,

If you go to Settings > About phone, what is the model number?

James

[W_8]

It's an S20, model number SM-G980F/DS