Galaxy S8 drops network

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I'm a Contributor Level 1 dont-know
I'm a Contributor Level 1

Galaxy S8 drops network

Got my brand new GS8 with the 10GB deal during Christmas.  I plugged in my old SIM card from my old S6, which was working perfectly fine and getting LTE/LTE+, and the S8 keeps dropping or rotating through LTE/LTE+ and no network.  Same location where everything worked for the S6.  I thought it might be because of my old SIM card, so I swtiched over to the new SIM card which came with the S8, same network problem.

 

I contacted customer service and after many many hours of trying to reach customer service, then tech support and finally with Rogers, yes Fido tech support is Rogers.  I received a replacement S8.  The network drop persists.

 

Is anyone experiencing similar network drop issue?  It seems to me that there is less network drop in other locations, but where my S6 was working perfectly fine, the S8 is having issue.

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Former Moderator FidoMaria
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Re: Galaxy S8 drops network

Hi @dont-know & welcome to th Community!

 

Do you still have your S6, and if so, can you test your SIM in it to see if the issue is with the phone or if there's something up with the network?



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I'm a Contributor Level 1 dont-know
I'm a Contributor Level 1

Re: Galaxy S8 drops network

Sorry, it took me a while to get back to you.  Just had a chance to do that.  Same SIM, same location, the S6 has zero drop of network connection.

 

I'm already on a replacment brand new S8 and the same problem persist.  It seems to just randomly drop out of network.  Most of the drop out happens when it was showing LTE+.  Dose the S6 and S8 covers the same LTE bands?

 

Other locations seems to have much less drop out.  I have use NetworkAid and reported my location, but the support claims that all is well at my location.

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Former Moderator FidoPamela
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Re: Galaxy S8 drops network

Hey @dont-know

 

If you're not experiencing the issue on the Samsung Galaxy S6 it would definitely be a hardware problem there. There should not be that big of a difference in reception from one model to the other. 

 

If the phone was purchased less than a year ago, I would definitely suggest bringing it in store so we can send it to the manufacturer. I see here that you already got a replacement but you should definitely not be getting that type of problem with your handset. 



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I'm a Contributor Level 1 dont-know
I'm a Contributor Level 1

Re: Galaxy S8 drops network

I find it quite strange, too.  Both S8 are brand new, but both are showing the same problem.  I do see that most of the time it's when the phone was on LTE+ and seems to have difficult holding on to the connection and flickering between LTE and LTE+.  With the S6, it's staying with LTE a whole lot more and never have disconnection.  That's why I ask if S6 and S8 have different LTE bands.

 

I also notice that at my location, the S8 has much more frequent with no connection.  Let's say I'm on WhatApp calling while there is connection, the connection will hold the whole time.

 

I'm not sure what with the S8 or my location's LTE+.  My best guess is that there is something wrong with the cell tower in the area where LTE+ is the culprit but Fido NetworkAid is not seeing the fluctuation.  Somehow the S8 is more vulnerable to the flipping between LTE+ and LTE.

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Moderator
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Re: Galaxy S8 drops network

From what we can tell, it appears that your device is the cause here.

 

If this was being caused by the network, you wuold be experiencing the same difficulties with your S6 as you are with your S8. Both devices are compatible with all the bands that we use for our LTE network.

 

Your best bet here would definitely be to have your device sent to the manufacturer for repair. 



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I'm a Contributor Level 1 dont-know
I'm a Contributor Level 1

Re: Galaxy S8 drops network

That was my initial thought, too.  That's why I contacted customer service and received a replacement brand new S8.  Is it possible that both hand sets have the same manufacturer defect?  I doubt it very much.

 

I have tried the handset else where away from my location, my area is the Major Mackenzie/Hwy 404 area.  I notice that the network drop happens around this location not just where I'm usually experiencing it.  I was at Major Mac and just west of Leslie in a store, I have the same network disconnection.

 

If I'm downtown, midtown or even in a garage over at DVP/Eglinton, I have absolutely no dropping of network.  I can tell it's not a indoor vs outdoor issue.  If the handset is only on LTE, I don't see any issue of network disconnection anywhere, it's only when the phone is on LTE+ in the Major Mac/404 area when the disconnection happens.  My suspicion is that the cell tower in the area is having issue on the LTE+ and the S8 is more sensitive in the flipping between LTE and LTE+.

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Moderator
Moderator

Re: Galaxy S8 drops network

Hey @dont-know,

 

We could definitely test this further. Would you be able to turn off your LTE and connect to 3G instead to see if the same issue occurs in those areas?

 

Keep us posted!

 



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I'm a Contributor Level 1 dont-know
I'm a Contributor Level 1

Re: Galaxy S8 drops network

How do you turn off LTE?  My current network seeting :

 

Network mode:L GSM/HSPA/LTE (auto connect)

Access point names: ltemobile.apn / Fido LTE

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Moderator
Moderator

Re: Galaxy S8 drops network

Hey dont-know!

 

To disable LTE, you can click on the network mode, where you have GSM/HSPA/LTE (auto connect) selected, and a drop down menu with your network mode options will open. From there you can select 2G/3G (auto connect) or just 3G. 

 

Let us know how it goes. 



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