Sudden signal issues

[nyah_pan]

Hi, I've not been able to get a signal on my phone since Christmas Eve. Wifi connection is fine but I'm travelling for a few days in a couple of weeks and I'm going to need to have signal and mobile data.

I've never had any signal issues before. My phone usually connects to 4G when I'm in the house and 5G when I'm at work. The signal dropped out when i left work on Christmas Eve. It was showing no bars and E where it usually reads 4G or 5G. 

I've toggled flight mode. I've reset the network settings. I've switch between connecting to 4G and 5G. I've updated all the latest software and checked repeatedly that there are no signal issues in the area.

Ive tried the SIM card in an old phone and it connects fine with no issues to mobile data, with near full signal.

However, when I put the SIM back into my current phone, it will show as 4G or 5G for a couple of minutes with no signal bars, then drops back to E. 

Since it works in the other phone, I'm guessing the issue is my phone and not the network. It's a Samsung A54 and I've only had it for 5 months.

Any ideas how I can resolve this? I have a family attendance in less than 2 weeks so I really need it fixed ASAP. 

[Michael_D]

Hi @nyah_pan 

Thanks for coming to the community.

From what you have said, it does seem to be something with the phone, especially if it is happening in different areas.

You've done some of the basic steps we'd try to start with, but can you try to do a manual network selection to choose any other network first of all for a couple of minutes, then choosing EE again.

Michael

[bristolian]

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@nyah_pan wrote:

However, when I put the SIM back into my current phone, it will show as 4G or 5G for a couple of minutes with no signal bars, then drops back to E. 

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Are you able to make or receive calls, send or receive texts, when E is shown? This means you are using the 2G network.

Most EE retail stores offer device repairs - https://ee.co.uk/local-repairs 

Samsung offer a similar service - https://www.samsung.com/uk/support/repair/ 

[nyah_pan]

I did try manually selecting but I didn't choose another network. I'll give it a go. Thanks. 

[nyah_pan]

No, the network doesn't seem to work at all when it's on emergency. Thanks for the links. I'll see if there's one close to me. 

[nyah_pan]

I spoke to 150 earlier in the week about this issue and booked my phone in for a repair. The device came back to me today and I was told they'd done a system update (even though I'd already updated this the week before) and had replaced an internal flex component. 

However, I'm still having the same issue. The phone will connect to 4G and will load maybe one or 2 pages on a Google search. Then, it either just won't load anything else requiring Internet or it will drop to emergency calls only. The signal bars are either not there or will be on one or two.  

When it does manage to load a Web page, its incredibly slow. Yet, when I put the SIM card into another device, the Internet works fine. No issues holding 4G or signal, loads pages instantly. The signal on my spare device is 3 or 4 bars. 

I desperately need the mobile data to be working for 18th Jan as I have to travel. I can't just my spare device because the battery gives out after an hour if its not left on charge.

Any ideas what else can be done? The phone is only 5 months old. 

[Rach_H]

Hi @nyah_pan,

Welcome back to the Community!

We know how important it is for you to be able to get connected, so I can understand your concern that your phone is not allowing you to get online. I'd recommend going back to the store which completed the repair, and letting them know you're still having the same issue, so they can get this looked at again, though I'm not able to guarantee this would be completed in time for your trip.

Rach